Research Paper : A Qualitative Study on Measuring Service Quality Investigation of Beauty Industry

Choi, Jung Sun; Kim, Kyoung Ran

Journal of the Korean Society of Cosmetology 2009;15(4):1229-1242.
Published online December 31, 2009.

뷰티산업의 서비스품질 척도개발을 위한 질적 연구

최정선, 김경란

Research Paper : A Qualitative Study on Measuring Service Quality Investigation of Beauty Industry

Jung Sun Choi, Kyoung Ran Kim

Abstract

This study was investigated the conceptualization and measurement of Service Quality of beauty industry. Our research has objective which is finding measurement methods and determinant variable for beauty industry. We suggest that the current conceptualization of service quality is inadequate beauty industry. The service quality scale is the difference between consumers` expectations about the performance of beauty service providers and the their assessment actual performance. However, Little if any theoretical of empirical evidence such as beauty service. The result was as follows: First, the service quality dimension of beauty service was found out tangible service and intangible service. Second, The tangible service was identified awareness, respondence, empathy, but the intangible service was constructed tangibles, reliability, VMD. With the implications of these findings, extensive suggestions for future research are provided.

Key Words: SEVQUAL, SERVPERF, Tangible Service, Intangible Service