고객만족을 위한 서비스 품질 평가지표에 관한 연구 - 미용업 중심으로

Empirical Investigation on the Service Quality Estimation of Customer Satisfaction -Focused on Beauty Service Industry-

&nbsp;&nbsp;Customer Satisfaction management has its final purpose in Customer Satisfaction. It means that the management considers customers first, thinks everything in their position and consistently pursues the improvement of Customer Satisfaction. Customer Satisfaction has been especially emphasized in the Beauty service industry<BR>&nbsp;&nbsp;This study examines the causal relationship between service quality and customer satisfaction. The literature shows that these constructs are clearly different. The most common explanation of the difference is that perceived service quality is a form of attitude and customer&quot;s long-run overall evaluation of service, whereas customer satisfaction is a transaction-specific measure and customer&quot;s emotional feeling after purchase.<BR>&nbsp;&nbsp;Therefore, the purpose of the study is to help the beauty service industry to raise the managery outcome and improve the level of Customer Satisfaction by analysing the effect of the service quality estimation determinants affecting.<BR>&nbsp;&nbsp;Meanwhile, customer satisfaction is defined to be judged in the process of comparison between customer&quot;s perception service quality and customer&quot;s expectation service quality of beauty salon characteristics. Examples of which include specialty technique, price, salon location, atmosphere and personal service.<BR>&nbsp;&nbsp;In addition to these study results, another significant point was found which is applicable to retailers. Specialty technician&quot;s service to customers in the Beauty salon influences strongly both perceived service quality and customer satisfaction. Customers have the common opinion that they are most satisfied when they receive warm-hearted service from specialty technician in the beauty salon.