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Customer Satisfaction Management and Service Quality According to the DISC Behavior Type

최영진|Lee-Seung Kwon|Eun-Mee Choi|Woo-Sik Lee|Young-Jin SO|Ji-Yeon LEE|An-Jin CHO|Myoun-Kil YOUN
한국유통과학회 (Korea Distribution Science Association)|2020.12|유통과학연구 (Journal of Distribution Science)|제18권 제12호|pp. 79-90

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참고문헌

키워드

Job SatisfactionTurnover IntentionCustomer Satisfaction ManagementDISC Behavioral Types

초록

Purpose: This study aims to explore the service improvement and marketing strategy to measure the effect of the DISC (dominance, influence, steadiness, conscientiousness) behavior type of hair salon workers on service quality and marketing. Research design, data and methodology: 236 responses were analyzed by distributing questionnaires to hair salon workers through SNS. Factor analysis and reliability analysis were applied and the influence of job factors on work satisfaction and turnover intention, and the statistical significance of the DISC behavioral type adjustment effect verified. Results: First, among the general characteristics of the survey subjects, the most common respondents were women and interns in their twenties, with less than four years of experience and less than three years of work experience on site. Second, the working environment, employee relations and compensation policies caused by work-related factors have shown a major influence on work satisfaction. Third, the working environment and human relationships among the job factors have an impact on turnover intention. Conclusions: The working environment, human relations, and compensation system derived as job factors had a crucial effect in service quality and marketing on job satisfaction, and among job factors, working environment and human relations had a significant influence on turnover intention.

Abstract

Purpose: This study aims to explore the service improvement and marketing strategy to measure the effect of the DISC (dominance, influence, steadiness, conscientiousness) behavior type of hair salon workers on service quality and marketing. Research design, data and methodology: 236 responses were analyzed by distributing questionnaires to hair salon workers through SNS. Factor analysis and reliability analysis were applied and the influence of job factors on work satisfaction and turnover intention, and the statistical significance of the DISC behavioral type adjustment effect verified. Results: First, among the general characteristics of the survey subjects, the most common respondents were women and interns in their twenties, with less than four years of experience and less than three years of work experience on site. Second, the working environment, employee relations and compensation policies caused by work-related factors have shown a major influence on work satisfaction. Third, the working environment and human relationships among the job factors have an impact on turnover intention. Conclusions: The working environment, human relations, and compensation system derived as job factors had a crucial effect in service quality and marketing on job satisfaction, and among job factors, working environment and human relations had a significant influence on turnover intention.

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DISC 행동유형이 피부관리실 서비스품질과 고객 만족에 미치는 영향김영옥, 서혜옥대한미용학회 · 대한미용학회지2020 · 제16권 제4호The Effect of Selection Factors on Customer Satisfaction in Hair Salons: Evidence from Customers with Different Enneagram Personality Types김성남, 신용재, 진윤정한국기업경영학회 · 기업경영연구2019 · 제26권 제1호Effects of DISC Behavior Types on Education Recognition, Satisfaction and Job Preference of College Students Majoring in Beauty김현미, 리순화, 유선희중소기업융합학회 · 융합정보논문지2019 · 제9권 제10호네일샵 서비스스케이프가 고객만족도 및 재방문의도에 미치는 영향 -DiSC 행동유형에 따른 분류를 토대로-김아라, 박선민대한미용학회 · 대한미용학회지2020 · 제16권 제1호미용서비스 종사자의 개인-환경적 특성이 직무만족도에 미치는 영향이지영한국화장품미용학회 · 한국화장품미용학회지2021 · 제11권 제3호헤어미용 종사자의 내부마케팅과 직무만족이이직의도에 미치는 영향나명석, 채희옥한국인체미용예술학회 · 한국인체미용예술학회지2015 · 제16권 제2호

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