장애인에 대한 미용서비스 품질과 고객 만족에 관한 연구

Abstract

People with disabilities are limited in fulfilling their social roles, which in turn decreases the quality of life. This study attempted to provide basic data to help them improve the quality of life by analyzing how much they are satisfied with the quality of beauty services. For this, beauty service use patterns were examined against those with disabilities in Seoul, who attended the Hope Seoul NURI Festival held on November 9, 2022. Among a total of 266 questionnaires distributed, 214 copies were used for analysis. According to analysis of differences between beauty service quality and customersatisfaction/ dissatisfaction, men were slightly higher than women in terms of customer dissatisfaction. In quality of beauty services, a statistically significant difference was observed in empathy/trust/assurance, tangibility and customer satisfaction (p<.05). In terms of tangibility by age, ‘50s’ revealed slight dissatisfaction (M= 4.49) with a statistically significant difference (p<.05). In terms of the influence of beauty service quality on customer satisfaction, ‘empathy/trust/assurance (β=.842)’ was the highest, followed by ‘responsiveness (β=.716)’ and ‘tangibility (β=.616)’, confirming positive influence on customer satisfaction. Considering improvements in daily life, it is required to expand beauty services for those with disabilities by recognizing them as potential consumers in beauty industry. Consequently, it is necessary to derive services which meet the needs of people with disabilities based on deep understanding and respect for their lives. In addition, both individuals and society should make further efforts to facilitate their appearance management behavior.