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A Study on the Service Quality Assessment according to Character Type of Customers by Beauty Shop Type

뷰티샵 유형별 고객의 성격유형에 따른 서비스 품질 평가에 관한 연구

  • Park, Eun-Jung (Department of Skin and Beauty Care, Dongju College) ;
  • Park, Ok-Lyun (Department of Fashion Design & Merchandising, Kyung-Sung University)
  • Received : 2010.07.12
  • Accepted : 2010.09.22
  • Published : 2010.10.30

Abstract

As the beauty industry has strong intangible attributes unlike the other service industry, the provision of service quality capable of fulfilling customer's desire and customer's satisfaction activity due to this are important. The purpose of this research is to provide marketing materials capable of maximizing consumer's satisfaction as a study on assessment of service quality according to a character type of customers by beauty shop type with the target of customers using a beauty shop. The sub-dimension of a personality type of beauty shop's customers is five factors, which were named neurose, sincerity, extroversion, openness and affinity, and the sub-dimension of service quality is five factors, which were named specialty, responsiveness, empathy, tangibility and reliability. It could be known that the service quality according to the character type of customers by beauty shop has influence on all of tangibility, reliability, expertise, responsiveness and empathy factors. Accordingly, this research would be utilized as good material for service improvement that can divide service quality by beauty shop and maximize satisfaction of consumers. Based on the above research results, marketing implications are that the customized promotional management according to the character type of customers by beauty shop is necessary and the granular management manual according to customer's differentiation by beauty shop is necessary. The effect that a personality type of customers by beauty shop has on the empathy factor among service quality factors shows a significant difference in neurose and openness factors in case of beauty salons, and shows a significant difference in sincerity and openness factors in case of skin care salons.

Keywords

Beauty shops;Personality Type;service quality

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