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메디컬에스테틱에서 서비스커뮤니케이션이 고객만족과 행동의도에 미치는 영향 : 연령 및 서비스 교육 경험 조절효과를 중심으로
The Effect of Service Communication at the Medical Aesthetic Clinic on Customers’ Satisfaction and Behavioral Intention : Focusing on age and the moderating effect of service education experiences
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- 발행기관
- 한국피부미용향장학회 바로가기
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- 간행물
- 한국피부미용향장학회지 바로가기
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- 통권
- Vol.9 No.4 (2014.11)바로가기
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- 페이지
- pp.217-226
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- 저자
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- 언어
- 한국어(KOR)
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- URL
- https://www.earticle.net/Article/A276145
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원문정보
초록
- 영어
- The purpose of this study is to examine the effect of service communication at the medical aesthetic clinic on customers’ satisfaction and behavioral intention and further determine the moderating effect of that communication on both the satisfaction and the intention in accordance with customers’ age and service education experience. 310 copies of the questionnaire in which the subjects filled were collected, and out of the documents, 290, except those deemed as improperly filled-in, were finally analyzed. Data were processed through the descriptive analysis and reliability analysis in accordance with SPSS 19.0, and then through the confirmatory factor analysis, path analysis and moderating effect analysis in accordance with AMOS 21.0. The findings of this study can be summarized as follows. First, the hypothesis that verbal communication positively(+) affects customer satisfaction was supported Second, the hypothesis that kinesics, proxemics, paralanguage has a positive(+) effect on customer satisfaction was supported. Third, the hypothesis that the physical appearance has a positive(+) effect on customer satisfaction was found not statistically significant, so it was rejected. Fourth, the hypothesis that customers’ satisfaction has a positive(+) effect on their intent to behave was supported. In terms of the moderating effect of customers’ service education experiences, the hypothesis that the effect of service communication at the medical aesthetic clinic on customers’ satisfaction and behavioral intention varies depending on those experiences was tested to find that in sub-areas of the service communication like pseudolanguage and customer satisfaction, the service education experiences have moderating effects.
목차
Abstract
서론
이론적 배경
1. 서비스커뮤니케이션
2. 고객만족
3. 행동의도
4. 연령 및 서비스교육경험 조절효과
연구방법
1. 연구가설
2. 변수의 측정 및 조작적 정의
3. 자료수집 및 분석방법
연구결과
1. 표본의 특성
2. 타당성과 신뢰성 분석
3. 경로분석과 가설검증
결론 및 고찰
참고문헌
키워드
Medical aesthetic clinic Service communication Customer satisfaction Behavioral intention Age Service education experiences저자
간행물 정보
발행기관
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- 발행기관명
- 한국피부미용향장학회 [The Korean Society of Esthetics & Cosmeceutics]
- 설립연도
- 2006
- 분야
- 예술체육>미용
- 소개
- 본회는 피부미용 및 향장관련 분야의 학문연구와 산업 및 문화 발전에 기여함을 목적으로 한다
간행물
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- 간행물명
- 한국피부미용향장학회지 [Journal of the Korean Society of Esthetics & Cosmeceutics]
- 간기
- 계간
- pISSN
- 1975-3713
- 수록기간
- 2006~2014
- 십진분류
- KDC 593 DDC 646
이 권호 내 다른 논문 / 한국피부미용향장학회지 Vol.9 No.4
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