The Influence of Customer Satisfaction on Revisit Intention by the Quality of Services in Nail Shop

Abstract

This study attempted to investigate service quality s influence on customer satisfaction and revisit intention among female nail shop customers. For this, a questionnaire survey was performed, and a total of 488 copies were used for the analysis. Based on previous studies analysis, the quality of services was divided into 4 different types (reliability, tangibility, assurance, empathy), while customer satisfaction was comprised of satisfaction with process and satisfaction with results. The study results found the following: First, all service-quality factors had a statistically significant influence on customer satisfaction. Second, all service-quality factors revealed a statistically significant effect on revisit intention. Third, all customer satisfaction-related factors had a statistically significant influence on revisit intention. According to the above results, this study is meaningful in that it examined the retention of more customers through the improvement of the quality of service in nail salons.