네일샵의 서비스품질이 고객의 행동의도에 미치는 영향에 관한 연구

• 영문명: A Study on the Effects of Behavior Intention on Nail Shop’s Service Quality
• 발행기관: 한국인체미용예술학회
• 저자명: 김신희(Shin Hee Kim) 이재하(Jae Ha Lee)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제18권 제1호, 243~256쪽, 전체 14쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2017.03.20

영문 초록

The purpose of this study was confirmed to mediate the effect of the Service Quality, Customer Satisfaction, Perceived Service Value and Behavior Intention in the field of nail service. The results of study were as follows: First, the factors significantly affecting customer satisfaction among service quality areas were Tangibility, Responsiveness and Assurance. Second, Sympathy significantly affected Emotional value among service quality. Third, Assurance and Sympathy significantly affected Economical Value, among service quality. Fourth, Customer Satisfaction significantly affected Emotional Value and Behavior Intention and fifth, Emotional Value and Economical Value both significantly affected Behavior Intention. In the case of mediating effects, first, Customer Satisfaction showed a full mediating effect among the effects on Emotional Value of Tangibility, Responsiveness and Assurance. Second, Emotional Value showed a partial mediating effect among the effects on Customer Satisfaction to Behavior Intention.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법론

Ⅳ. 연구결과

Ⅴ. 결론

참고문헌

키워드

네일 숍 서비스 서비스 품질 인지 된 서비스 가치 고객 만족 행동 의도 Nail Shop Service Service Quality Perceived Service Value Customer Satisfaction Behavior Intention