earticle

영어

Overall, the effect of service quality on customer satisfaction showed that certainty of service quality had the highest significant effect on customer satisfaction, followed by responsiveness, tangibility and empathy of service quality. In other words, customer satisfaction increased along with certainty, responsiveness, tangibility and empathy of service quality. The effect of service quality on revisiting intention showed that certainty of service quality had the highest significant effect on revisiting intention, followed by empathy and tangibility of service quality. In other words, revisiting intention increased along with certainty and empathy of service quality. But the lower tangibility of service quality was the higher revisiting intention was. As for the above-stated results, service quality in hair shops has a very big effect on customer satisfaction. Consequently, customer satisfaction is a facilitating variable that leads to revisiting intention and word of mouth, that is to say regular customer acquisition in hair shops and new customer creation.