earticle

영어

This study analyzed the effects of the service quality of hair salons on relationship quality. The analysis results are summarized as follows.First, empathy factor was found to have the greatest impact on customer satisfaction among other service quality factors. Next, customer satisfaction was affected in the order of tangible factor and responsiveness factor. Second, for empathy factor was found to have the greatest impact on customer trust among other service quality factors. Next, customer trust was influenced in the order of certainty factor and tangible factor. These results mean that in order to improve the management performance of hair salons, it is necessary to identify the core of service quality as part of a marketing strategy and focus on capabilities. In other words, it suggests that empathy factor and tangible factor among service quality factors can be used to improve customer satisfaction and customer trust, thereby contributing to an increase in the sales of hair salons.

중국어

本研究分析了美发店服务质量对关系质量的影响。问卷调查的实证研究分析结果为如下：第一、美发店的服务质量因素中，相比于其他因素，共鸣性因素对顾客满意度影响最大。其次是类型因素，反应性因素对顾客满意度产生影响。第二、在美发店的服务质量因素中，相比于其他因素，共鸣性因素对顾客信任度影响最大。其次是确定性因素与类型性因素。以上分析结果表明，为提高美发店的经营成果，作为营销战略的一环，必须把握服务质量核心，尤其要重视服务质量。换言之，在服务质量诸多因素中，首先要考虑共鸣性因素和有形性因素，集中提高顾客满意度和顾客信任度，以此提高美发店的销售额。