미용 산업의 품질 서비스개선에 대한 인내 영역 만족도에 관한 연구

• 영문명: A Study on the Developing Zone of Tolerance for beauty industry Service Quality Control in Makeup Shops
• 발행기관: 한국인체미용예술학회
• 저자명: 김수민(Su Min Kim)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제18권 제1호, 117~128쪽, 전체 12쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2017.03.20

영문 초록

This study examined zone of tolerance related to service qualities of different types of makrup shops (Independent Makeup shop, Makeup Shop in Shop), in order to provide information for improving service quality and building new strategies for operating makeup shops. For the study, 613 copies of questionnaire were filled out by customers who live in capital area and metropolitan cities and use makeup shop once or more per month, between February 2014 and April 2014, and analyzed by using the 9-point Likert scale. To analyze the data, SPSS Ver. 18.0 statistical package program was used, and frequency & factor analysis. And Cronbach’s α coefficient calculation were performed as descriptive statistics for evaluating the zone of tolerance according to types of makeup shops. The result suggests that, In eight levels of service quality in makeup shops, many service qualities were included in the zone of tolerance. Sub-factors of reservation system, ‘satisfaction of reservation system’ and ‘use of fixed reservation time’ were particularly included above the zone of tolerance. But in general, the evaluation of perceived service was lower than that of desired service. In sub-factors of service quality below the zone of tolerance, ‘standby before sitting’ and ‘convenient facilities and goods’ and ‘parking facilities’ and ‘various discounts’ and ‘many discount card systems’ were service quality factors outside the zone of tolerance that need improvement. Above all, ‘parking facilities’ was a factor below the zone of tolerance that needs urgent improvement. Consequently, makeup shop owners & employees will have to make the efforts to improve the service quality by items according to the results of levels and appropriate for makeup shops facing now. They need to set efficient and differentiated business strategies for a given situation.

목차

Abstract

Ⅰ. 서론

Ⅱ. 연구방법

Ⅲ. 연구결과 및 고찰

Ⅳ. 결론

참고문헌

키워드

인내영역 메이크업 서비스 품질 메이크업 독립숍 메이크업 숍인숍 Zone of Tolerance Makeup Service Quality Independent Makeup shop Makeup Shop in Shop