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Asian J Beauty Cosmetol > Accepted Articles

doi: https://doi.org/10.20402/ajbc.2016.0106    [Accepted]
Impact of Service Quality in the Nail Esthetic Industry on Customer Satisfaction, Trust, and Revisit Intention
Sun-Ju Park
Department of Beauty Health Care, Yongin University, Gyeonggi-do, Korea
Corresponding author:  Sun-Ju Park ,Tel: +82 31 8020 3694 , Fax: +82 31 717 2911, Email: sj7864@hanmail.net
Received: November 26, 2016;  Accepted: May 8, 2017.  Published online: August 17, 2017.
ABSTRACT
Purpose:
The purpose of this study is to find out the effects of service quality on customer revisit intention in the nail esthetic industry.
Method:
This research was to identify how customer’s reaction to the service quality affects customer satisfaction, trust, and revisit intention in nail esthetic industry. For this purpose, Statistical Package for the Social Sciences (SPSS) was used for statistical analysis.
Results:
From a marketing perspective, the results showed that the most influential factors for service quality in the nail esthetic industry are economy, conviction, sympathy, and kindness.
Conclusion:
In nail esthetic industry, economy, conviction, sympathy, and kindness recognized by customer were main factors that influence future customer satisfaction, trust, and revisit intention. Based on these factors, nail esthetic industry should endeavor to meet customer needs and be more customer-oriented and trustworthy. By building a long-term relationship with customer, nail esthetic industry will achieve a high customer revisit intention.
Key words: Service quality, Customer satisfaction, Trust, Revisit intention, Nail esthetic industry
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