Earticle

초록

영어

This study aimed to examine the relationship between service experience attributes and revisit intention among hair salon customers aged 50 and older and identify service improvement priorities using importance-performance analysis (IPA) based on derived importance. A survey of 191 customers was conducted at a hair salon operated by the researcher. The mean scores of 24 attributes served as performance measures, while Pearson correlation coefficients with revisit intention served as derived importance measures. Multiple regression analysis was also conducted. The mean scores for performance and derived importance were 4.042 and .735, respectively. The IPA classified the attributes into four categories: keep up the good work (8), concentrate here (4), low priority (5), and possible overkill (7). Priority areas were style completion after the service, ease of post-service care, durability of results, and superior results compared with other salons. The regression model was significant, with an adjusted explanatory power of 86.1%. Customer needs, satisfaction with results relative to cost, post-service care, pricing and payment clarity, and overall ease of use were significantly related to revisit intention. Ease of post-service care was the key improvement area in both analyses.

중국어

本研究旨在分析50岁以上美发沙龙顾客的服务体验属性与再访意向之间的关联并基 于导出重要度的IPA重要度‑绩效分析阐明服务改善优先顺序本研究以研究者所运营美 发沙龙的191位50岁以上顾客为研究对象将24项服务体验属性得分均值作为绩效表现把各 属性与再访意向的皮尔逊相关系数当作推导重要度同时对24项属性开展多元回归分析绩 效表现推导重要度的整体平均值分别为4.0420.735IPA分析结果显示维持现状属性8 项集中改善属性4项低优先级属性5项避免过度投入属性7项其中集中改善属性为术后 造型完成度养护便捷性效果持久性以及相较于其他门店的效果优越性多元回归模型具备统计学显著性调整后决定系数为86.1%其中倾听并落实顾客诉求性 价比满意度术后养护便捷性价格与结算流程透明度整体使用便捷性与再访意向呈现 显著相关尤其是术后养护便捷性在两项分析中均被确认为核心改善属性.

목차

Abstract
I. 서론
II. 이론적 배경
1. 50대 이상 헤어샾 이용고객
2. 헤어샾 서비스 경험의 개념
3. 헤어샾 서비스 경험의 주용 속성
4. 중요도-실행도 분석(IPA)
III. 연구문제 및 연구방법
1. 연구문제
2. 자료수집
3. 측정도구
4. 분석방법
IV. 연구 결과 및 고찰
1. 연구대상자의 성별 및 헤어샾 이용 특성
2. 서비스경험의 실행도와 도출 중요도
3. 서비스 경험 속성의 IPA 매트릭스 분석
4. 서비스경험 속성과 재방문의도 간의 다중회귀분석
5. 서비스경험 속성의 우선 개선방안
V. 결론
참고문헌
中文摘要

키워드

저자

• 이영숙 [ Young Suk Lee | 호산대학교 뷰티스마트케어과 특임교수 ] Corresponding Author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  국제보건미용학회지 [Journal of Health and Beauty]

• 간기

  계간

• pISSN

  2005-369X

• eISSN

  2765-1347

• 수록기간

  2007~2026

• 등재여부

  KCI 등재

• 십진분류

  KDC 593 DDC 646