earticle

영어

To verify how professionalism, reliability, and communication ability of beauty specialists affect customer satisfaction and to understand associations between vocational competency of NCS and realistic vocational ability of beauty specialists, this study targeted nail salons in Daegu and Gyeongsangbuk-do from March 10 2016 to March 20 2016 to conduct a survey targeting customers of beauty salons. Service abilities of beauty specialists are departmentalized into beauty fields; a factorial analysis was conducted for professionalism, reliability, communication ability, and customer satisfaction, and t-test was conducted to examine the difference of factors according to gender, age, and marital status. In addition, a one-way ANOVA was conducted to examine differences of general beauty service ability factors while the Duncan-test was conducted for post-verification. To examine the effect of professionalism, reliability, and communication ability of beauty specialists on customer satisfaction, the customer satisfaction factor was set as a dependent variable and the professionalism factor of beauty specialists was set as an independent variable so as to conduct a multiple regression analysis. As a result of the analysis, procedure techniques of professionalism factors and the probity of reliability factors of customers with nail care service is high.

중국어

本论文为了检验美甲师的专业性、信任度和沟通能力对客户满意度的影响，并了解国家职务能力标准 (NCS)的职业基础能力与美容专家实际职业能力的关系，从2016年3月10日至2016年3月20日亲自访问位于 大邱‧庆北地区的美甲店，以美容院顾客为对象进行了问卷调查。对美甲师服务能力分为专业性、信任度、沟 通能力、客户满意度等因素进行了分析。另一方面，首先为了解性别、年龄、婚姻状况等因素对服务能力的 影响进行了t-test；其次为了解一般美容服务能力差异进行了单因素方差分析；最后为了进行事后检验进行 了Duncan测试。另外，为了了解美甲师的专业性、信任度和沟通能力对客户满意度的影响，将影响客户满意 度的因素和美容专家的专业性分别作为因变量和自变量进行了多元回归分析。分析结果显示，接受美甲服务 的客户在可信度因素中，对技术上的可信度感到满意，而接受化妆护理服务的顾客在顾客满意度因素中，对 服务态度满意度较高。基于上述结果，将美容专家的职业能力成果转化为基础职业能力，开发现场实践培训 课程，改善可以提高客户满意度的各领域服务，为美容服务业的发展做出贡献。