피부관리실의 경영효율성 향상을 위한 고객서비스 요인분석

Customer service factor analysis for the management efficiency of skin care

This paper executed a self-administered survey with 200 subjects in their 20s to 60s who used or didn't use the skin care service in skin care shops and were living in Busan from June to July 2014. The questionnaire was about the customer-oriented service factors and the features of customers. The customer-oriented service factors included shop environment, directors and skin care specialists, and massage programs. Data were analyzed using MedCalc program. The responses on each feature were examined by frequency analysis and the difference of features depending on the respondents' experience in using skin care service was compared by chi-square test. The continuing endeavor by the strategies using identified factors will help to strengthen competitiveness by improving management efficiency.