1인 미용실의 서비스품질에 따른 고객만족과 소비자반응
Customer Satisfaction and Consumer Response According to the Service Quality of the One-Person Hair Salon
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The purpose of this study is to analyze the service quality of one-person hair salons, which are rapidly increasing, and to provide basic data on the development and start-up of one-person hair salons through prevention of customer churn and attracting customers in order to provide differentiated satisfaction to customers. This study utilized data on 664 male and female subjects in their 20s and 60s living in Daegu and Gyeongbuk, who had experienced using one- person hair salons, and the results of the study are as follows. First, the results of analysis of service quality of one- person hair salons showed differences in marital status, age, educational background, and occupation, and analysis of consumer response showed differences in customer satisfaction in marital status, age, and gender. Second, customer satisfaction according to the service quality of a one-person hair salon is a 'group with relatively high service quality', 'group with relatively high empathy type', 'group with relatively high reliability and service' There was a difference in the order of 'the group with relatively low quality', and a difference in the consumer response according to the service quality of one-person hair salons was also observed according to the size of the groups, and it was in the same order as the difference in the size of the groups in customer satisfaction. Third, the results of analysis of the correlation between service quality, customer satisfaction, and consumer response of one-person hair salons showed a positive correlation between the service quality of one-person hair salons and customer satisfaction and consumer response. In addition, customer satisfaction showed positive correla.
Abstract
The purpose of this study is to analyze the service quality of one-person hair salons, which are rapidly increasing, and to provide basic data on the development and start-up of one-person hair salons through prevention of customer churn and attracting customers in order to provide differentiated satisfaction to customers. This study utilized data on 664 male and female subjects in their 20s and 60s living in Daegu and Gyeongbuk, who had experienced using one- person hair salons, and the results of the study are as follows. First, the results of analysis of service quality of one- person hair salons showed differences in marital status, age, educational background, and occupation, and analysis of consumer response showed differences in customer satisfaction in marital status, age, and gender. Second, customer satisfaction according to the service quality of a one-person hair salon is a 'group with relatively high service quality', 'group with relatively high empathy type', 'group with relatively high reliability and service' There was a difference in the order of 'the group with relatively low quality', and a difference in the consumer response according to the service quality of one-person hair salons was also observed according to the size of the groups, and it was in the same order as the difference in the size of the groups in customer satisfaction. Third, the results of analysis of the correlation between service quality, customer satisfaction, and consumer response of one-person hair salons showed a positive correlation between the service quality of one-person hair salons and customer satisfaction and consumer response. In addition, customer satisfaction showed positive correla.
참고문헌 (26)
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