Kano 모형과 PCSI index를 이용한 피부관리실의 서비스품질 평가
Physical Environment and Service Quality of Skin Care Shops using the Kano Model and PCSI Index
0
조회
0
다운로드
0
인용
0
참고문헌
키워드
초록
The purpose of this study was to classify the quality attributes of the skin care unit service quality and the satisfaction meter. The priority improvement order for the number, dissatisfaction coefficient, and service quality are presented. The Kano model was used in the survey in order to classify the quality attributes of the skin care room service quality (monolithic, attractive, indifferent, natural, and reverse). According to the quality attributes of the classified service quality, calculation of the satisfaction coefficient and the dissatisfaction coefficient was performed using the customer satisfaction coefficient. Finally, the priority improvement of service quality was determined using the PCSI Index. According to the classification of quality attributes of service quality, it was classified as two attractive and 18 unified, followed by "customer management" in the first place, followed by "customer management", "internal external facilities" in the third place, and "access convenience". To date, analysis of the service quality of the skin care room has been one-dimensional, however, the quality characteristics of the service quality were classified as subjective and objective dimensions using the Kano model. In addition, the scope of customer satisfaction and dissatisfaction for each service quality was determined. Finally, service effective and efficient measures for improvement of service quality were presented through the derivation of quality priority improvement.
Abstract
The purpose of this study was to classify the quality attributes of the skin care unit service quality and the satisfaction meter. The priority improvement order for the number, dissatisfaction coefficient, and service quality are presented. The Kano model was used in the survey in order to classify the quality attributes of the skin care room service quality (monolithic, attractive, indifferent, natural, and reverse). According to the quality attributes of the classified service quality, calculation of the satisfaction coefficient and the dissatisfaction coefficient was performed using the customer satisfaction coefficient. Finally, the priority improvement of service quality was determined using the PCSI Index. According to the classification of quality attributes of service quality, it was classified as two attractive and 18 unified, followed by "customer management" in the first place, followed by "customer management", "internal external facilities" in the third place, and "access convenience". To date, analysis of the service quality of the skin care room has been one-dimensional, however, the quality characteristics of the service quality were classified as subjective and objective dimensions using the Kano model. In addition, the scope of customer satisfaction and dissatisfaction for each service quality was determined. Finally, service effective and efficient measures for improvement of service quality were presented through the derivation of quality priority improvement.
참고문헌 (34)
- 배영수, "뷰티살롱 서비스품질과 고객만족과의 관계 연구", 한국미용학회지, 13(3), pp.1167~1175 (2007), 한국미용학회
- Bitner MJ, "Evaluating service encounters : the effects of physical surroundings and employee responses", J Marketing, 54, pp.69~82 (1990)
- Choi WH, "The impact of customer affect on customer behavior intention", Serv Marketing J, 10, pp.5~15 (2017)
- Cronin JJ, "Measuring service quality : a reexamination and extension", J Marketing, 56, pp.56~68 (1992)
- 홍정미, "피부관리실의 물리적 환경이 고객의 감정적 반응을매개로 고객의 재방문 의도에 미치는 영향", 한국인체미용예술학회지, 19(1), pp.273~285 (2018), 한국인체미용예술학회[DOI]
- 황정엽, "Kano 모형과 PCSI Index를 활용한 자동차 정비 서비스품질 평가", 경영교육연구, 36(5), pp.1~24 (2021), 한국경영교육학회[DOI]
- Hwang SA, "A study on service quality and consumer satisfaction of beauty parlor", J Kor Soc Costume, 51, pp.171~183 (2001)
- 제현지, "피부관리실 이용 여성고객의 감성마케팅 선호 연구", 한국화장품미용학회지, 6(1), pp.33~41 (2016), 한국화장품미용학회
- 장지연, "Kano 모델과 Timko의 고객만족계수를 이용한 헤어샵 직원서비스 품질분석", 대한미용학회지, 16(4), pp.423~430 (2020), 대한미용학회[DOI]
- 제현지, "감성적 접근을 통한 남성의 피부관리실 이용 만족에 관한 연구", 한국인체미용예술학회지, 19(1), pp.37~56 (2018), 한국인체미용예술학회[DOI]
- 정인순, "피부미용 서비스품질이 호혜성지각· 장기적 관계지향에 미치는 영향", 한국엔터테인먼트산업학회논문지, 14(3), pp.411~419 (2020), 한국엔터테인먼트산업학회[DOI]
- Jeong WS, "A comparative analysis on consumer preference by skin care salont ype", Master, Department of Beauty Industrial, pp.2014
- 지정훈, "미용실 유형별 직원서비스품질 관리를 위한 인내영역 연구", 한국디자인문화학회지, 21(1), pp.535~545 (2015), 한국디자인문화학회
- Kim HJ, "A study on success factors for skin care shop", Doctor, Department of Beauty Science, pp.2020
- 김현경, "피부관리실 서비스 품질과 재방문의도의 관계에서 고객의 지각된 가치의 매개효과 연구", 한국콘텐츠학회 논문지, 22(2), pp.475~486 (2022), 한국콘텐츠학회[DOI]
- 김지연, "Kano 모형과 PCSI 지수를 이용한 헤어샵의 물리적 환경과 서비스 품질 - 실내 편의성을 중심으로 -", 대한미용학회지, 12(1), pp.77~84 (2016), 대한미용학회[DOI]
- Kim MH, "The influence of employee’ service orientation on their job attitudes and job satisfaction", Doctor, pp.2009
- 김문주, "피부미용실에서의 서비스 이용 동기와 이용 후 만족에 관한 연구", 아시안뷰티화장품학술지, 8(2), pp.43~52 (2010), 한국피부과학연구원
- Kim MK, "A study on the customer perception of the parcel service improvement using Kano model and Timko’s customer satisfaction coefficient : focused on online shopping customers", Master, pp.2016
- 김윤경, "피부관리실 유형별 이용실태 및 이용만족도에 관한 연구", 한국인체미용예술학회지, 17(2), pp.21~35 (2016), 한국인체미용예술학회
- 권혁인, "Kano-Timko 모델과 잠재적 고객만족지수를 이용한 국악공연 개선방안에 관한 연구", 예술경영연구, (54), pp.95~132 (2020), 한국예술경영학회[DOI]
- Lee MH, "A study on the satisfaction of the service quality of skin care shop", J Invest Cosmetol, 2, pp.51~61 (2006)
- 임성욱, "Kano 모델을 기반으로 한 잠재적 고객만족 개선지수", 품질경영학회지, 38(2), pp.248~260 (2010), 한국품질경영학회
- 문대범, "미용실의 인적서비스, 고객가치, 고객신뢰, 긍정적 감정, 재방문 의도 간의 구조적 관계", 한국미용학회지, 25(3), pp.571~582 (2019), 한국미용학회
- Nam HS, "A study on the effect of relationship marketing factors to the relationship quality and the relationship performance", Doctor, Department of Business Administration, pp.2013
- Park HJ, "A study on improvements assignment of skincare room on the basis of degree of customer's satisfaction and use tendency", Master, Major in Cosmetic & Beauty, pp.2010
- Park JH, "A study on the effect of service quality on customer satisfaction and revisit in the beauty industry", Master, Department of Business Administration, pp.2013
- 박영신, "피부 관리실 서비스품질이 고객 만족과 재방문 의도에 미치는 영향", 한국인체미용예술학회지, 21(2), pp.131~142 (2020), 한국인체미용예술학회[DOI]
- 류은정, "미용 서비스품질이 관계품질과 행동의도에 미치는 영향－부산 지역의 20대 여성을 중심으로－", 한국디자인문화학회지, 19(2), pp.89~100 (2013), 한국디자인문화학회
- Seok YN, "The effect of service quality in beauty salons on customer satisfaction and revisit intention", Master, Department of Beauty Arts, pp.2010
- Timko M, "An experimentin continuous analysis. In D. Walden (Ed.), Kano's methods for understanding customer-defined quality", Center Quality Manage J, 2, pp.17~20 (1993)
- 우승희, "피부관리실 유형별 서비스 품질 향상을 위한 인내영역", 아시안뷰티화장품학술지, 14(2), pp.159~169 (2016), 한국피부과학연구원[DOI]
- 윤석화, "Kano모형과 PCSI지수를 이용한 커피전문점 서비스품질 연구", 석사, 호텔관광경영학과, pp.2013
- 유세은, "미용사의 인적서비스품질이 고객 충성도에 미치는 영향", 한국미용학회지, 26(3), pp.507~516 (2020), 한국미용학회