earticle

영어

This study aimed to empirically investigate how the quality of human service in skincare salons affects customers' perceived service value and their overall satisfaction. To achieve this, a questionnaire survey was conducted among customers of skincare salons in the capital region and Gyeongsang-do. Based on the collected data, multiple regression analysis was used to examine the impact of human service factors such as friendliness, professionalism, reliability, and extroversion on service value and customer satisfaction. The study revealed that human service significantly influenced emotional, functional, and social value, while service value had a positive effect on customer satisfaction. Notably, professionalism and extroversion among the human service factors were found to play key roles in enhancing service value and customer satisfaction. It is anticipated that this paper will provide valuable insights for developing effective management strategies for skincare salons.

중국어

本研究旨在实证分析皮肤美容院的人力服务对顾客感知服务价值和顾客满意度的影响. 为此, 以庆尚地区和首都圈皮肤美容院的顾客为对象进行了问卷调查, 并基于收集的数据, 通过多元回 归分析验证了人力服务的下位因素, 亲切性, 专业性, 可信性, 外向性, 对服务价值和顾客满 意度的影响. 研究结果表明, 人力服务对情感, 功能及社会价值有显著影响, 而服务价值对顾 客满意度具有积极影响. 特别是, 人力服务中的专业性和外向性在服务价值和顾客满意度中起到 了重要作用. 本研究期望为皮肤美容院经营战略的制定提供基础数据.