@article{ART002683369},
author={Lee Seung Yon},
title={Factors Affecting Customer Satisfaction of Franchise Hairshop Customers},
journal={Industry Promotion Research},
issn={2466-1139},
year={2021},
volume={6},
number={1},
pages={9-13},
doi={10.21186/IPR.2021.6.1.009}
TY - JOUR
AU - Lee Seung Yon
TI - Factors Affecting Customer Satisfaction of Franchise Hairshop Customers
JO - Industry Promotion Research
PY - 2021
VL - 6
IS - 1
PB - Industrial Promotion Institute
SP - 9
EP - 13
SN - 2466-1139
AB - In order to suggest the factors to be managed for customer satisfaction management in the franchise hair salon industry, a survey was conducted on the customers' experiences toward consumers who have experience using domestic franchise hair shop service in Korea. An online survey was conducted for 1,000 consumers who had used the top five franchise hair salon services within 6 months of the survey. According to the result of research on service quality(SERVQUAL)’s 5 factors- tangibleness, responsiveness, assurance, reliability, and empathy, assurance has the greatest impact on satisfaction, followed by responsiveness, empathy, reliability, and tangibleness. The service quality satisfaction of the five companies surveyed was 3.77 out of 5, indicating that there is much room for future satisfaction. This study aims to provide information on which factors should be invested more with limited resources to improve customer satisfaction.
KW - Customer Satisfaction;Service Quality;Tangibleness;Responsiveness;Assurance;Reliability;Empathy
DO - 10.21186/IPR.2021.6.1.009
ER -
Lee Seung Yon. (2021). Factors Affecting Customer Satisfaction of Franchise Hairshop Customers. Industry Promotion Research, 6(1), 9-13.
Lee Seung Yon. 2021, "Factors Affecting Customer Satisfaction of Franchise Hairshop Customers", Industry Promotion Research, vol.6, no.1 pp.9-13. Available from: doi:10.21186/IPR.2021.6.1.009
Lee Seung Yon "Factors Affecting Customer Satisfaction of Franchise Hairshop Customers" Industry Promotion Research 6.1 pp.9-13 (2021) : 9.
Lee Seung Yon. Factors Affecting Customer Satisfaction of Franchise Hairshop Customers. 2021; 6(1), 9-13. Available from: doi:10.21186/IPR.2021.6.1.009
Lee Seung Yon. "Factors Affecting Customer Satisfaction of Franchise Hairshop Customers" Industry Promotion Research 6, no.1 (2021) : 9-13.doi: 10.21186/IPR.2021.6.1.009
Lee Seung Yon. Factors Affecting Customer Satisfaction of Franchise Hairshop Customers. Industry Promotion Research, 6(1), 9-13. doi: 10.21186/IPR.2021.6.1.009
Lee Seung Yon. Factors Affecting Customer Satisfaction of Franchise Hairshop Customers. Industry Promotion Research. 2021; 6(1) 9-13. doi: 10.21186/IPR.2021.6.1.009
Lee Seung Yon. Factors Affecting Customer Satisfaction of Franchise Hairshop Customers. 2021; 6(1), 9-13. Available from: doi:10.21186/IPR.2021.6.1.009
Lee Seung Yon. "Factors Affecting Customer Satisfaction of Franchise Hairshop Customers" Industry Promotion Research 6, no.1 (2021) : 9-13.doi: 10.21186/IPR.2021.6.1.009
