| 미용실 CS교육이 직무만족도, 서비스품질, 고객만족에 미치는 영향 |
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임영미, 윤천성 |
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| Research Paper : The Effect of CS Education on Job Satisfaction, Service Qualityand Customer Satisfaction in Beauty Shop |
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Young Mi Im, Chun Sung Youn |
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| Abstract |
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The purpose of this study is to figure out the condition of beauty service education, and come up with the design of beauty service-customized CS(Customer Satisfaction) education program that combines the characteristics of beauty service with CS education for employees` job satisfaction, service quality components and customer satisfaction. To examine what kind of relationship these factors have with job satisfaction, service quality and customer satisfaction, and how job satisfaction and service quality affect customer satisfaction, 6 hypotheses were established. These hypotheses were started from an idea that CS education, job satisfaction and service quality will affect customer satisfaction for the organic relationship with each other like trifecta. This study was tried to come up with the appropriateness and improvement of current CS education program in beauty shop by exploring the relationship between them. The results are summarized as follows. First, for the improvement of job satisfaction and service quality, leadership education and organizational activation education were turned out to be the most important. Second, the improvement of general job satisfaction had the biggest effect on the improvement of customer satisfaction as well as 4 sub-factors of service quality. Third, the high relationship with service quality was the largest improvement of customer satisfaction. Consequently, to improve customer satisfaction and employees` job satisfaction, it has not to attach weight to only character education and hospitality service education any more, but carry out leadership education and organizational activation education to all employees without fail. |
| Key Words:
CS, Customer Satisfaction education, Customer satisfaction, Job satisfaction, Service quality |
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