브랜드 이미지와 고객 만족, 재구매 의도간의 관계 연구

Abstract

To cope with various changes in consumer consumption patterns, companies are trying to enhance their brand awareness or use marketing to increase their competitiveness. Therefore, companies need to make efforts to gain a competitive advantage by forming a brand image and driving customer satisfaction and repurchase intentions.
 The study aims to analyze the relationship between the brand image of a beauty training institution and the repurchase intentions, such as trainees' satisfaction, linked training, or retraining, and to present the directions and implications necessary to strengthen competitiveness through building competitive advantage and brand activation. To this end, a survey was conducted with a sample of about 280 people training at beauty training institutions in the metropolitan area. Using SPSS WIN 12.0, frequency analysis to identify general characteristics and reliability analysis (Cronbach' a) were performed for each measurement item of variables. Multiple regression analysis and mediation effect analysis were conducted on the relationship between brand image, customer satisfaction, and repurchase intentions.
 The hypothesis was established by dividing the brand image into functional image and symbolic image, and the relationship between the brand image of the training institution along with the satisfaction of the trainees and the intention of repurchase was analyzed. As a result, it was found that the functional and symbolic image of the brand had a positive (+) effect on customer satisfaction, and the affected customer satisfaction had a positive (+) effect on consumer repurchase intentions. The mediated effect of customer satisfaction was partially adopted.
 Although this study has limitations that did not consider all the characteristics of beauty fields such as hair beauty, makeup, skincare, and nail beauty, the importance of brand image was emphasized once again in the environmental change of the beauty industry due to the popularization and specialization of the existing small beauty industry. Furthermore, the brand image will draw more attention, providing the basis for training institutions to be competitive and seek ways to develop the company.