Kano 모델과 Timko의 고객만족계수를 이용한 헤어샵 직원서비스 품질분석
Analysis of Beauty Salon Employee Services Using Kano Model and Timko’s Customer Satisfaction Index
0
조회
0
다운로드
3
인용
0
참고문헌
키워드
초록
The present study attempted to classify the type of beauty salon services using Kano model, and to analyze Timko’s customer satisfaction and potential customer satisfaction improvement (PCSI) index. In this regard, a survey was performed among 281 customers of beauty salons in Gwangju Metropolitan City. For data analysis, first, the customer requirements were classified according to Kano’s two-way quality model. The collected data were analyzed through frequency analysis, and using Microsoft Excel 2007 and SPSS 18.0. From the Kano model, 3 attributes were derived pertaining to the quality of beauty salon services, namely attractive quality, one-dimensional quality, and must-be quality. When both better and worse indices were analyzed, the former was the highest in ‘quick response to customer complaints’ while the latter index was the highest in ‘hairdressing services and service professionalism’. In regard to the PCSI index of the quality of beauty salon services, ‘quick response to customer complaints’ was the most important. It was anticipated that when this requirement is met, customer satisfaction would reach the highest level. Next comes ‘sincerity towards customers’ in the PCSI index. It was confirmed that when this requirement is met, customer satisfaction will increase further.
Abstract
The present study attempted to classify the type of beauty salon services using Kano model, and to analyze Timko’s customer satisfaction and potential customer satisfaction improvement (PCSI) index. In this regard, a survey was performed among 281 customers of beauty salons in Gwangju Metropolitan City. For data analysis, first, the customer requirements were classified according to Kano’s two-way quality model. The collected data were analyzed through frequency analysis, and using Microsoft Excel 2007 and SPSS 18.0. From the Kano model, 3 attributes were derived pertaining to the quality of beauty salon services, namely attractive quality, one-dimensional quality, and must-be quality. When both better and worse indices were analyzed, the former was the highest in ‘quick response to customer complaints’ while the latter index was the highest in ‘hairdressing services and service professionalism’. In regard to the PCSI index of the quality of beauty salon services, ‘quick response to customer complaints’ was the most important. It was anticipated that when this requirement is met, customer satisfaction would reach the highest level. Next comes ‘sincerity towards customers’ in the PCSI index. It was confirmed that when this requirement is met, customer satisfaction will increase further.
참고문헌 (32)
- Carol C. Bienstock, "Organizational citizenship behavior and service quality", Journal of Services Marketing, 17(4), pp.357~378 (2003), Emerald[DOI]
- Mary Jo Bitner, "Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses", Journal of Marketing, 54(2), pp.69~82 (1990), SAGE Publications[DOI]
- 최영재, "미용서비스산업 종사자의 가치관에 따른 직무만족도 연구", 대한미용학회지, 10(4), pp.253~260 (2014), 대한미용학회[DOI]
- P. A. Dabholkar, "A Measure of Service Quality for Retail Stores: Scale Development and Validation", Journal of the Academy of Marketing Science, 24(1), pp.3~16 (1995), Springer Science and Business Media LLC[DOI]
- Christian Grönroos, "A Service Quality Model and its Marketing Implications", European Journal of Marketing, 18(4), pp.36~44 (1984), Emerald[DOI]
- 장지연, "헤어샵 시술상품 서비스 품질요소 분석 -Kano모델을 적용한 고객만족계수와 PCSI지수를 중심으로-", 한국디자인문화학회지, 22(3), pp.405~415 (2016), 한국디자인문화학회
- 지정훈, "Kano 모형과 PCSI 지수를 활용한 미용실 대기시간서비스품질 연구", 한국인체미용예술학회지, 17(4), pp.119~132 (2016), 한국인체미용예술학회
- Kim JH, "The effect of hairdressing service quality, service value and employee’s attractiveness on the customer satisfaction", Master, Department of Life Art Design, pp.2010
- 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, "Classification and utilization of quality attribute using the 5-point likert scale Kano model", Doctor, Department of Management of Technology, pp.2013
- Kim MH, "The influence of employee’ service orientation on their job attitudes and job satisfaction", Doctor, pp.2009
- 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
- 김서희, "미용실 직원서비스품질이 고객만족과 재방문의도에 미치는 영향", 한국미용학회지, 19(2), pp.359~366 (2013), 한국미용학회
- Kim SS, "A study on the effects of service quality, service value, emotional response and reputation on customer satisfaction and repurchase intention in accordance with service relationship in healthcare services", Doctor, Department of Business Administration, pp.2010
- 권혁인, "Kano-Timko 모델과 잠재적 고객만족지수를 이용한 국악공연 개선방안에 관한 연구", 예술경영연구, (54), pp.95~132 (2020), 한국예술경영학회[DOI]
- 이종현, "Kano모델을 이용한 청소년수련관 스포츠시설 서비스품질속성과 Timko의 고객만족계수, PCSI지수 분석", 한국여가레크리에이션학회지, 44(3), pp.15~26 (2020), 한국여가레크리에이션학회[DOI]
- 임지현, "Kano 모형과 PCSI 지수를 이용한 서비스품질 평가 연구: 솔로 다이너를 중심으로", 외식경영연구, 20(4), pp.249~274 (2017), 한국외식경영학회
- 임성욱, "Kano 모델을 기반으로 한 잠재적 고객만족 개선지수", 품질경영학회지, 38(2), pp.248~260 (2010), 한국품질경영학회
- Shu-Fang Liu, "An integrated attitude model of self-service technologies: evidence from online stock trading systems brokers", The Service Industries Journal, 32(11), pp.1823~1835 (2012), Informa UK Limited[DOI]
- 문대범, "미용실의 인적서비스, 고객가치, 고객신뢰, 긍정적 감정, 재방문 의도 간의 구조적 관계", 한국미용학회지, 25(3), pp.571~582 (2019), 한국미용학회
- 나유진, "Kano 모형과 Timko의 고객만족도계수를 이용한 학교스포츠클럽 리그 의미요소의 중요성", Asian Journal of Physical Education and Sport Science, 7(1), pp.77~88 (2019), 학교체육연구소[DOI]
- Na YJ, "The importance of semantic factors in school sports club league using Kano model and Timko’s customer satisfaction coefficients", Master, Department of Education, pp.2019
- 박은영, "외식기업의 비대면 서비스가 고객만족과 구매의도에 미치는 영향 -ICT기반 서비스를 중심으로-", 식공간융합연구, 15(2), pp.1~17 (2020), 한국식공간학회[DOI]
- 박선예, "미용서비스에서 커뮤니케이션과 기술이 고객만족과 고객충성도에 미치는 영향", 한국미용학회지, 18(6), pp.1344~1355 (2012), 한국미용학회
- 박유영, "Kano 모델 및 잠재적 고객만족 개선 지수를 이용한 미용성형의료서비스 품질 개선 우선순위", 한국산업경영시스템학회지, 42(3), pp.176~183 (2019), 한국산업경영시스템학회[DOI]
- 신희웅, "미용실 경험마케팅이 고객감정반응과 재방문의도에 미치는 영향관계 및 매개효과", 대한미용학회지, 15(4), pp.449~458 (2019), 대한미용학회[DOI]
- 서창적, "서비스 접점직원의 역량이 노동생산성 및 서비스품질에 미치는 영향", 한국생산관리학회지, 19(4), pp.3~29 (2008), 한국생산관리학회[DOI]
- Timko M, "An experiment in continuous analysis", Center Quart Manage J, 2, pp.17~20 (1993)
- 윤희, "메이크업샵의 직원서비스품질이 고객만족과 구전의도에 미치는 영향", 한국미용학회지, 24(3), pp.558~565 (2018), 한국미용학회
- 윤재욱, "Kano 품질속성 평가방법론들의 실증적 비교분석", 품질경영학회지, 37(4), pp.31~42 (2009), 한국품질경영학회
- 유세은, "미용사의 인적서비스품질이 고객 충성도에 미치는 영향", 한국미용학회지, 26(3), pp.507~516 (2020), 한국미용학회
- 윤석화, "Kano모형과 PCSI지수를 이용한 커피전문점 서비스품질 연구", 석사, 호텔관광경영학과, pp.2013