Kano 모형과 PCSI 지수를 활용한 미용실 대기시간 서비스품질 연구

• 영문명: Study of Service Quality during Waiting Time in Beauty Salon Using Kano Model and PCSI Index
• 발행기관: 한국인체미용예술학회
• 저자명: 지정훈(Jeong Hun Ji)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제17권 제4호, 119~132쪽, 전체 14쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2016.12.20

영문 초록

This study attempted to analyze the characteristics of service quality in each element after applying four attributes regarding service quality during waiting time in a beauty salon to Kano’s pair evaluation table and find a way to improve customer satisfaction by deriving a customer satisfaction coefficient and PCSI index. For this, a total of 300 questionnaires were distributed to beauty salons in Gwangju Metropolitan City from March 5 to April 3, 2016. Except for those unqualified for analysis, 281 copies were used for final analysis. For data analysis, Microsoft Office Excel 2007 and SPSS 18.0 were adopted. According to the Kano Model-based analysis, ‘waiting time until sitting in the hairstyling chair,’ ‘notice of expected waiting time,’ and ‘magazine/tea offered during waiting time’ were categorized as ‘attractive quality attributes’ while ‘effort to reduce waiting time’ was classified as ‘one-dimensional quality attribute.’ In better and worse indexes, ‘effort to reduce waiting time’ was the highest. In the PCSI index, on the contrary, ‘effort to reduce waiting time’ was the highest, followed by ‘notice of expected waiting time,’ ‘waiting time until sitting in the hairstyling chair’ and ‘magazine/tea offered during waiting time.’ Therefore, it has been confirmed that ‘effort to reduce waiting time’ is a crucial quality attribute that should be taken care of before other attributes to reduce customer complaints and enhance customer satisfaction.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 내용 및 방법

Ⅳ. 연구결과 및 고찰

Ⅴ. 결론 및 제언

참고문헌

키워드

미용실 대기시간 서비스품질 카노모형 PCSI 지수 Beauty Salon Waiting Time Service Quality Kano Model Potential Customer Satisfaction Improvement Index