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Kor J Aesthet Cosmetol > Volume 13(5); 2015 > Article
Kor J Aesthet Cosmetol 2015;13(5): 655-662.
헤어미용서비스 고객의 심리적 소비가치가 고객만족과 충성도에 미치는 영향 - 쾌락적/실용적 소비가치를 중심으로
The Effects of Psychological Consumption Value on Customer Satisfaction and Loyalty in the Context of Hair Beauty Services : Focusing on Hedonic Value and Utilitarian Value
Eun-Hee Yoo
There is no doubt to say that study of customer satisfaction and loyalty is a continuously studied as a essential factor which is directly connected to business in marketing literature study. Naturally, customer satisfaction and loyalty are considered significantly in beauty service industry. Therefore, this study specifically investigated the influence of hedonic/utilitarian consumption value on the customer satisfaction. Moreover, it analyzed the influence of these factors on the loyalty and loyalty effect comparison of satisfied/unsatisfied customers with interaction effect comparison. For comparative analysis of this study, the researcher used regression analysis and analysis of variance by utilizing questionnaires to 300 male and female customers who are 20-50 years old for recent 2 years. Main result of this study can be summarized as follow. Above all, in case of satisfaction, the result was different from preformed hypothesis. Hedonic value positive affected to satisfaction while utilitarian value didn’t gibe any available influences. Furthermore, a customer group that supports hedonic value showed eminently higher satisfaction than a customer group that supports utilitarian value. Next, in case of analysis of loyalty, the result showed higher value of loyalty of customer who upholds hedonic value rather than who supports utilitarian value like the preceding result of satisfaction, and there was interaction between the two factors. We identified that the change of age, culture and standard of living changed formal perception of beauty service which considered as life convenience service into hedonic service. Therefore, we need to take notice of change of pursuing consumption value of consumers towards hair beauty service.
Key words: Hair Beauty Service, Hedonic Value, Utilitarian Value, Customer Satisfaction, Loyalty
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