The Effect of Beauty Shop Service Quality on Revisit Intention

Abstract

Purpose: The competitive environment of the beauty service industry entered into fierce competition due to factors such as the opening of the service industry and the diversification, advancement, and multi-attributes of the economy. Consumers choose a store with a wide variety of needs and thoughts, and their intention to reuse is determined by the behavior of internal customers they meet at one-on-one contact points with customers. The purpose of this study is to suggest a way to become a competitive beauty shop by providing better service to customers by confirming the relationship between service quality, customer satisfaction, and revisit intention through empirical analysis. Method: In this study, prior research and empirical research were conducted in parallel for the purpose of the study, and a research model was established based on the existing prior research. In order to verify the validity of the research model, 500 copies were finally used for empirical analysis using an online survey method centered on female users who visited domestic beauty shops (hair, skin, nail, makeup). Statistical analysis was performed using programs (SPSS 23.0, AMOS 23.0) as an analysis method, and statistical methods such as frequency analysis, cross-tabulation, factor analysis, variance analysis, and structural equations were analyzed and processed. Results: First, as a result of analyzing the difference in service quality according to age, it was found that response, empathy, materiality, and reliability factors were statistically different. Response, empathy, and reliability were high in the 40s, and materiality was high in the 20s. Second, as a result of analyzing the difference in service quality according to the most used beauty shop, it was found that there was a difference in the empathy factor. As a result of the post-hoc test, there were differences in makeup, skin care, and nail beauty, and the empathy of skin care and nail beauty was analyzed to be higher than makeup. Third, as a result of analyzing the differences in the Revisit Intention factor according to the Most used beauty shop, the Revisit Intention factor was statistically significant, and it was analyzed that the Revisit Intention of nail beauty was higher than that of makeup. Fourth, as a result of examining the extent to which service quality factors using AMOS affect overall Revisit Intention, among service quality factors, reliability has the greatest impact, and response, empathy, materiality, and professionalism do not directly affect Revisit Intention. Conclusion: Customers who visit beauty service companies today have a variety of needs, and it has become competitive to derive customer satisfaction with more delicate consideration. It can be seen that the improvement of overall ser-vice quality has a direct effect on Revisit Intention, and it was found that customers revisit due to reliability. Due to the nature of the beauty industry, which relies heavily on human resources, research on how it will affect customers' Revisit Intention is expected to provide many implications for strengthening the competitiveness of the beauty industry in the future.