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The Influence of External Images and Service Quality on Customer Satisfaction and Revisit Intention in Beauty Service Workers
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미용종사자의 외적이미지와 인적서비스 품질이 고객만족과 재방문 의도에 미치는 영향

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Type
Academic journal
Author
Soo-Kyung Kim (광주여자대학교) Jung-hee Lee (광주여자대학교 미용과학과 교수) Kim sun hyoung (광주여자대학교)
Journal
Journal of the Korean Society of Beauty and Art 한국인체미용예술학회지 한국인체미용예술학회지 제22권 제3호 KCI Accredited Journals
Published
2021.9
Pages
305 - 324 (20page)

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The Influence of External Images and Service Quality on Customer Satisfaction and Revisit Intention in Beauty Service Workers
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Abstract· Keywords

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This study attempted to investigate the influence of external images and service quality on customer satisfaction and revisit intention among beauty service workers and use the results as basic data for the growth of the beauty service industry by maximizing customer satisfaction. The results found the following: In terms of relationships between external images and service quality factors, external images revealed a positive correlation with ‘kindness,’ ‘activeness,’ ‘professionalism’ and ‘accuracy’ with statistical significance (p<.001). They also showed a positive correlation with ‘customer satisfaction’ and ‘revisit intention’ (p<.001) with statistical significance. Furthermore, ‘kindness,’ ‘activeness,’ ‘professionalism’ and ‘accuracy’ revealed a positive correlation with ‘customer satisfaction’ and ‘revisit intention’ with statistical significance (p<.001). As external images improved, customer satisfaction increased. Also, as ‘kindness,’ ‘activeness,’ ‘professionalism,’ and ‘accurateness’ improved, customer satisfaction increased. Furthermore, with improvements in external images, revisit intention also increased. As ‘kindness,’ ‘activeness,’ ‘professionalism’ and ‘accurateness’ were increased, revisit intention also increased. When customer satisfaction improved, revisit intention also increased.
#외적이미지 #서비스품질 #고객만족 #재방문 의도 #External Image #Service Quality #Customer Satisfaction #Revisit Intention

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References (28)

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심예진 / 2017 / 4차 산업혁명에 따른뷰티 산업의 발전 방향성에 관한 연구 / 한국네일학회지 5(1):29~35 google schola 윤희 / 2014 / 메이크업샵 이용특성 분석 및 부가서비스품질이 고객만족과 구전의도에 미치는 영향 / 한국인체미용예술학회지 15(1):21~37 dbpia 빅은정 / 2010 / 뷰티샵 분류에 따른 서비스품질, 인적서비스 요인이 고객만족에 미치는 영향 / 한국인체미용예술학회지 11(2):175~189 dbpia 송은영 / 2005 / 제주지역 여대생의 외적 이미지에 대한 인식 및 메이크업의 영향에 관한 연구 / 한국인체미용예술학회지 6(4):67~85 google schola 조경희 / 2008 / 항공사 이미지 요인이 고객만족, 재방문의도, 추천의도에 미치는 영향에 관한 연구－국내항공사 국제선 이용승객을 대상으로 / 한국관광산업학회지 27:181~199 google schola

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