[논문]SNS 정보와 네일서비스 품질 및 만족도 관련 연구

리순화; 최성혜

doi:10.22156/cs4smb.2021.11.01.225

SNS 정보와 네일서비스 품질 및 만족도 관련 연구
Study on SNS Information and Quality of Service 원문보기

융합정보논문지 = Journal of Convergence for Information Technology, v.11 no.1, 2021년, pp.225 - 235

리순화 (건국대학교 교육대학원 미용교육전공) , 최성혜 (건국대학교 교육대학원 미용교육전공)

초록
AI-Helper

본 연구는 20대-50대의 네일샵 이용 여성고객 257명을 대상으로 네일샵 SNS 정보인식과 네일서비스 품질인식이 네일서비스 만족도에 미치는 영향을 연구하고자 설문을 시행하였다. 네일샵 SNS 정보인식을 이해도, 활용도, 충성도로 구성하였고 네일서비스 품질인식을 외적서비스, 내적서비스, 직원서비스로 구성하여 요인들의 타당성 및 신뢰도 검정을 진행하였다. 네일 관련 정보는 인터넷 또는 SNS가 가장 높은 것을 확인하였다. 네일샵 SNS 정보인식은 SNS 이용 만족도에 양(+)의 영향을 미쳤고 네일서비스 품질인식은 네일서비스 만족도에 양(+)의 영향을 미쳤다. 결론적으로 SNS 이용 만족도가 네일서비스 만족도에 양(+)의 영향을 미치는 것을 확인하였고 체계적인 고객서비스 제공을 통한 다양한 SNS 활용은 네일샵 홍보마케팅에 긍정적인 영향을 줄 수 있을 것으로 사료된다.

Abstract ▼ AI-Helper

This study presents how the recognition of nail care shop's SNS information and nail care service's quality affects to customer's satisfaction, with 257 women who is aged between 20 and 50, with survey. The recognition of nail care shop's SNS information is comprised with understanding, utilization, and loyalty. The recognition of nail care service's quality is comprised with external service, internal service, and the service attitude of employee. All the factors are verified with feasibility study and reliability test. The information about nail care service can be found at the internet and SNS most. The recognition of nail care shop's SNS information has positive effect with the satisfaction of SNS, and the recognition of nail care shop's quality has positive relationship with the satisfaction of nail care service. The various utilization of SNS service with systemic service attitude of employee can lead to positive effect of promoting a nail care shop.

주제어

표/그림 (11)

표 Table 1. Demographic characteristics
표 Table 2. Reliability and feasibility analysis
표 Table 3. Mainly used SNS according to demographic characteristics
표 Table 4. SNS utilization related to Nile Shop based on general characteristics
표 Table 5. Places to get nail-related information according to general characteristics
표 Table 6. Considerations for selecting nail shops based on general characteristics
표 Table 7. Nail shopSNS information recognition and satisfaction according to SNS usage
표 Table 8. Nail service quality recognition and satisfaction according to nail shop usage
표 Table 9. Nail ShopSNS Information, Nail service quality recognition, Correlation between satisfaction
표 Table 10. The Effect of Nail ShopSNS Information Recognition on SNS Satisfaction
표 Table 11. The effect of nail service quality perception on nail service quality satisfaction and SNS information satisfaction on nail service quality satisfaction

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원문보기 상세보기
Y. C. Song. (2012). A Study on Service Utilization Behavior and Satisfaction in Nail Shop Customers. Sookmyung University Graduate School of Professional studies, Seoul.

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