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Kor J Aesthet Cosmetol > Volume 8(4); 2010 > Article
미용서비스업의 서비스품질이 고객만족과 점포충성도에 미치는 영향에 관한 연구
박선주
A Study on the Effects of Service Quality on Customer Satisfaction and Shop Loyalty in the Beauty Industry
Sun-Ju Park
ABSTRACT
The purpose of this study was to examine the interrelationship of service quality to customer satisfaction in the beauty industry marked by a rapid market growth, fast advance in technology and fierce competition. It's specifically meant to investigate the impact of the quality of beauty service on customer satisfaction and store loyalty in that industry. The findings of the study were as follows: First, as a result of checking the influence of the technical quality and functional quality of hairdressing service on customer satisfaction, functional quality(0.864, p<.05) and technical quality(0.699, p<.05) had a significant impact on customer satisfaction. Second, as a result of examining the impact of customer satisfaction with the quality of hairdressing service on store loyalty, customer satisfaction affected store loyalty in a significant manner(0.876, p<.05). The findings of the study suggest that even though the technical quality of beauty parlor service is superior, it's not easy to satisfy customers when it lags behind in terms of technical quality such as communication and efforts for maintaining a close relationship and eliminating customer grievances. And when marketing strategies are formulated, it's needed to focus on raising customer satisfaction to bolster customer loyalty, as the importance of customer retention is increasingly stressed due to keep competition in the beauty industry.
Key words: Technical quality, Functional quality, Customer satisfaction, Shop loyalty
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