Journal of the Korean Society of Costume (복식)

The Korean Society of Costume (한국복식학회)
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The Influence of the Quality of Service in the Beauty Industry on Customer Satisfaction, and the Relationship between Switching Cost and Customer Loyalty

미용산업 서비스 품질이 고객만족에 미치는 영향 및 전환비용, 고객충성도와의 관계에 관한 연구

  • 김미정 (세종대학교 대학원 패션디자인학과) ;
  • 임영자 (세종대학교 패션디자인학과)
  • Published : 2008.11.29
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Abstract

This paper provides the foundation to settle the new paradigm in the beauty industry service quality by confirming the beauty industry service quality influence on customer satisfaction and loyalty through the actual verification. The scale of this study for measurement of beauty industry service quality is confirmed through the certification of reliability and feasibility with questionnaire investigation after confirmation of contents and preliminary feasibility. The dimensions and items for measurement of beauty industry service quality are selected with service ability(6), tangible(4), responsiveness(3), reliability(2), conveniency(2). And it is confirmed that the level of service quality is changing unlike a beauty-shop facility or cost recognized traditionally as a key factor to occupy the higher position in competition of beauty-shops. This thesis presents the important point of current issue about kinds of strategy which beauty industry should establish in providing the beauty industry service for occupying higher position in keen competition.

Keywords

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