Customer Satisfaction Management and Service Quality According to the DISC Behavior Type

• 발행기관: 한국유통과학회
• 저자명: Young-Jin SO Ji-Yeon LEE Young-Jin CHOI Woo-Sik LEE An-Jin CHO Myoun-Kil YOUN Lee-Seung KWON Eun-Mee CHOI
• 간행물 정보: 『유통과학연구(JDS)』제18권 제12호, 79~90쪽, 전체 12쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2020.12.30

영문 초록

Purpose: This study aims to explore the service improvement and marketing strategy to measure the effect of the DISC (dominance, influence, steadiness, conscientiousness) behavior type of hair salon workers on service quality and marketing. Research design, data and methodology: 236 responses were analyzed by distributing questionnaires to hair salon workers through SNS. Factor analysis and reliability analysis were applied and the influence of job factors on work satisfaction and turnover intention, and the statistical significance of the DISC behavioral type adjustment effect verified. Results: First, among the general characteristics of the survey subjects, the most common respondents were women and interns in their twenties, with less than four years of experience and less than three years of work experience on site. Second, the working environment, employee relations and compensation policies caused by work-related factors have shown a major influence on work satisfaction. Third, the working environment and human relationships among the job factors have an impact on turnover intention. Conclusions: The working environment, human relations, and compensation system derived as job factors had a crucial effect in service quality and marketing on job satisfaction, and among job factors, working environment and human relations had a significant influence on turnover intention.

목차

1. Introduction

2. Literature Review

3. Research Methodology

4. Research Results and Discussion

References

키워드

Customer Satisfaction Management Job Satisfaction Turnover Intention DISC Behavioral Types