네일살롱 공간연출과 서비스품질, 고객만족 및 재방문의도의 영향관계 :The Impact of nailsalons' Interior Atmosphere on Customers' satisfaction and Revisitation

김보민

추천

검색

자료유형: 학위논문

저자정보: 김보민 (서경대학교, 서경대학교 미용예술대학원)

지도교수: 박은준

발행연도: 2017

저작권: 서경대학교 논문은 저작권에 의해 보호받습니다.

이용수2

이 논문의 연구 히스토리 (2)

2017

네일살롱 공간연출과 서비스품질, 고객만족 및 재방문의도의 영향관계

김보민 미용예술학과 2017.01 학위논문

2016

네일살롱 이용경로에 따른 고객만족, 관계증진이 재방문의도에 미치는 영향

김보민 , 박은준 한국미용학회지 2016.10 학술저널

이 논문의 후속연구가 궁금하신가요?
연관 학술논문 또는 학술발표를 통해 보다 발전된 연구결과를 확인하실 수 있습니다.
이 논문의 연구 히스토리 확인하기

초록· 키워드

오류제보하기

네일살롱의 공간연출은 새로운 디자인의 흐름이자 쾌적함과 여
유가 담긴 기능적인 역할을 하며 그 중요성이 인식되고 네일살롱의 고객층이 다양해지면서 자기표현 욕구도 강해지면서 기술 뿐 아니라 서비스, 마케팅, 그리고 인테리어, 청결성 등이 중요 요소로 자리잡고 있다. 이러한 네일 미용 산업의 발전은 네일 전문가의 성장을 가져왔으며 미용 산업의 경쟁이 치열해짐에 따라 고정고객을 확보하고 고객의 애호도를 높이는 것은 필수 불가결한 일이 되었다. 현대에는 “미에 대한 개념과 시각의 변화로 현대인들에게는 연령, 성별에 관계없이 청결하고 아름다운 손이 필수적인요소로 자리 잡아가고 있다.” 갈수록 치열해지는 네일 시장과 높아지는 고객의 현재의 서비스보다 차별화된 우수한 품질의 서비스 및 서비스 가치와 실패 시 회복 할 수 있는 능력 등이 필요하다.
이에 본 연구는 네일살롱 공간연출과 서비스품질, 고객만족 및
재방문 의도의 영향관계를 알아보고자 한다. 연구결과를 바탕으로 다양한 변인들에 대한 심도 깊은 연구가 요구된다. 그러므로 이 변인들의 근원에 대한 연구를 더욱 깊이 있게 한다면 네일살롱의 품질에 매우 효과적인 기초자료를 제공하여 네일살롱의 발전에 도움을 주는데 그 목적이 있다.
이러한 실증 분석을 위한 표본은 서울과 경기도 지역의 네일살
롱이용고객으로 설정하였고 자기기입식 설문지법을 통해 조사한 총379부가 최종 분석 자료로 사용되었고, SPSS 22.0 통계 프로그램을사용하여 빈도분석, 요인분석, 신뢰도 분석, 상관분석, 회기분석을 사용하였다.
연구결과를 살펴보면 첫째, 공간연출에 대한 타탕도 및 신뢰성분석을 통해 요인분석을 한 결과, 공간연출은 ‘청결성’, ‘좌석의안락성’,‘공조환경’의 세 가지 요인이 도출되었고, 서비스품질은 ‘신뢰감’, ‘고객관리’, ‘직원서비스’ 의 세 가지 요인으로 도출되었다. 고객만족은‘살롱만족’, ‘서비스만족’의 두 가지 요인이 도출되었고, 재방문 의도는 ‘재방문의도’의 한 가지 요인이 도출되었다.
둘째, 공간연출이 서비스품질에 미치는 영향을 알아본 결과 공간연출이 높아질수록 서비스품질도 증가하는 정(+)의 관계를 보였다.
셋째, 공간연출이 고객만족에 미치는 영향을 알아본 결과 공간연출이 높을수록 고객만족도 높아지는 정(+)의 관계를 보였다.
넷째, 공간연출이 재방문 의도에 미치는 영향을 알아본 결과 공
간연출이 높을수록 재방문 의도도 유의미하게 높아지는 정(+)의 관계를 보였다.
다섯째, 서비스품질이 고객만족과 재방문 의도에 미치는 영향을
알아본 결과, 서비스품질이 높아질수록 고객만족도 높아지는 정(+)의 관계를 보였다.
여섯째, 고객만족이 재방문 의도에 미치는 영향을 알아본 결과,
고객만족이 높아질수록 재방문 의도도 높아지는 정(+)의 관계를 보였다.
이상의 내용을 종합해 볼 때, 네일살롱 이용고객의 재방문 의도
를 위해 공간연출과 서비스품질, 고객만족을 증진시키는 것을 우선적인 목표로 삼아야 하며, 고객들이 합리적으로 네일살롱을 이용하고 재방문하기 위해서는 청결성이 우선시 되며, 고객의 감정과 정서를 잘 판단하여 믿고 의지할 수 있는 네일살롱으로 발전하는 것이 중요할 것으로 사료된다.

The interior design and atmosphere of nail salons are crucialto the trend of new designs, and also plays an important role in the success of nail salons as the customer base of salos are becoming diverse, and the customers’ desire of self-expression calls for fulfilments beyond the service providers’ professional skills. Customer service, marketing, along with the previously mentioned factors are crucial to a salon’s successful management.
These advancements in the nail salon industry have brought forth an overall increase in the quality of service provision in the field, as well as further develop the salons’ race in securing regular customers.
The contemporary view and understanding of beauty are
beyond all ages and gender, as well-groomed hands are seen as an absolute beauty to all people. In order for a salon to win the rat race, it is crucial that the salon provides outstanding service, and maintain a stable status even in the event of failures. Nail salons must pay close attention to its interior atmosphere, be empathetic towards the customers, and maintain a positive relationship with the salons’ customer base. Customer service and marketing are now key elements in successful management of the salons. Also, through analyzing each guest’s consumption values and propensity, the employees are able to gain data on factors influencing her revisitation. This report focuses on the salon customer base’s satisfaction and the amity between the nail artists and the customers’ and how these factors can increase demand in the nail salons. The findings from this research will provide important basic information to advancing the nail art industry.
For this research, a sample of nail salons in the Seoul and
Gyeonggi-do provinces surveyed customer feedback through anonymous questionnaires. A total of 379 surveys were collected as a result, and the data from the survey were evaluated through the SPSS 22.0 statistics program into frequency, driving factors, correlations, and regression analysis.
First of the discoveries from the research is in the effects of
interior atmosphere on a salon’s reliability. A salon’s hygiene, the comfortableness of the seats, the interior air condition of the store were among the factors affecting the physical atmosphere of the store, while reliability of the business, customer service, and the service provider’s skills were seen to influence the quality of service. In regards to factors controlling customer revisitation rate, the customer’s desire to return to the store was the seen as the only element in the relationship.
Furthermore, while studying the relationship between the interior atmosphere of a salon and the quality of service perceived by the customers, as a shop maintains a more hygienic and luxurious
setting, the perceived quality of service improved. Also, the level of the customer base’s satisfaction to the service received was influenced by the same factors of interior atmosphere. As a result of increased satisfaction, the customers’ willingness to return to the salon is also heightened.
It is of utmost importance that the nail artists are able to
identify and provide for the various needs of the customers. In order to sufficiently promote the nail salon to its potential
long-term patrons, it is important to implement the findings from this research and further study the business management of the nail salon industry. The key to success of the salon management is not in the general provision of service, but in the micromanagement of subdivisional care. As more research is performed, the nail salon industry will gain effective guidance to superior service provision.

#네일살롱 #공간연출 #서비스품질 #고객만족 #재방문의도

목 차
Ⅰ. 서론·································································································1
1. 연구의 배경 및 목적 ······································································1
2. 연구문제···························································································4
Ⅱ. 이론적 배경 ··················································································6
1. 네일 ··································································································6
2. 공간연출 ··························································································8
3. 서비스품질 ····················································································10
4. 고객만족 ························································································12
5. 재방문의도 ····················································································14
Ⅲ. 연구방법·······················································································16
1. 연구모형 ························································································16
2. 연구방법 및 분석방법 ·································································17
1) 연구방법 ·······················································································17
2) 자료의 분석방법 ··········································································18
3) 측정도구 ·······················································································19
Ⅳ. 분석 결과 ···················································································21
1. 조사대상의 일반적 특성 ···························································· 21
2. 공간연출, 서비스품질, 고객만족, 재방문의도의 차원 ········ 24
1) 공간연출의 차원 ········································································· 25
2) 서비스품질의 차원······································································ 27
3) 고객만족의 차원 ········································································· 29
4) 재방문의도의 차원······································································ 31
3. 공간연출, 서비스품질, 고객만족, 재방문 의도 간의 상관관계 32
4. 공간연출이 서비스품질에 미치는 영향 ·································· 34
1) 공간연출이 신뢰감에 미치는 영향 ·········································· 34
2) 공간연출이 고객관리에 미치는 영향······································· 35
3) 공간연출이 직원서비스에 미치는 영향 ·································· 36
5. 공간연출이 고객만족에 미치는 영향 ······································ 37
1) 공간연출이 살롱만족에 미치는 영향······································· 37
2) 공간연출이 서비스만족에 미치는 영향 ·································· 38
6. 공간연출이 재방문 의도에 미치는 영향 ································· 39
7. 서비스품질이 고객만족에 미치는 영향 ·································· 40
1) 서비스품질이 살롱만족에 미치는 영향 ·································· 40
2) 서비스품질이 서비스만족에 미치는 영향 ······························ 41
8. 서비스품질이 재방문 의도에 미치는 영향 ····························· 42
9. 고객만족이 재방문 의도에 미치는 영향 ································· 43
Ⅴ. 결론·······························································································44
참고문헌······························································································46
부 록 ··································································································50
ABSTRACT ·····················································································55
감사의 글

최근 본 자료

전체보기

구분	그룹	데이터 항목
AI 학습용 데이터	원문	원문 PDF 파일
AI 학습용 데이터	원문 + 메타 (기본/상세)	원문 PDF 파일 및 서지정보 CSV
대량 구매용 데이터	B2B 구독 방식	특정 자료 한정으로 원문 접근 권한 부여
대량 구매용 데이터	URL 전달 방식	바로 PDF 뷰어를 열람할 수 있는 URL 제공

구분	그룹	데이터 항목
AI 학습용 데이터	기본 메타	발행기관명, 간행물명, 권호명, 권(vol), 호(issue), 통권, 발행연도, 발행월, 논문명, 저자명, 시작페이지, 종료페이지, 전체페이지, 상세페이지URL
상세 메타 데이터	발행기관 메타	발행기관 이명, 영문명, 창립연도, 홈페이지URL, 발행기관 소개
	간행물 메타	부제목, 간행물 유형, ISSN, ISBN, 최초발행연도, 폐간연도, 간행빈도, 발행주기, 등재사항, 이용수, 피인용수, 권호수, 논문수, 표지이미지
	논문 메타	작성 언어, 부제목, 대등제목, 목차, 키워드, 초록, 이미지, 참고문헌, 이용수, 피인용수, 논문활용도, DBpia통합주제분류, KDC분류, DDC분류, 한국연구재단분류, UCI, DOI
	저자 메타	소속기관, 소속부서, 직급, 연구분야, 연구키워드, 이용수, 피인용수, 저자 논문활용도

구분	그룹	데이터 항목
※ 결합형/맞춤형 메타 데이터는 신청 내용에 따라 다양하게 제공 가능
이용순위 정보	주제분야별 많이 이용된 논문	“인문학”에서 많이 이용된 논문 TOP100
	이용기관별 많이 이용된 논문	“중고등학교”에서 많이 이용된 논문 TOP100
	세부기관별 많이 이용된 논문	“서울대학교”에서 많이 이용된 논문 TOP100
	키워드별 많이 이용된 논문	“Chat GPT”에서 많이 이용된 논문 TOP100
키워드 정보	많이 이용된 키워드	특정기간/분야/저널 내 많이 이용된 키워드
	많이 발행된 키워드	특정기간/분야/저널 내 많이 발행된 키워드
	많이 검색된 키워드	특정기간/분야/저널 내 많이 검색된 키워드
	연구 트렌드 키워드	특정 키워드 연관 연구동향 분석 데이터 키워드

논문 기본 정보

이 논문의 연구 히스토리 (2)

초록· 키워드

목차

최근 본 자료

댓글(0)