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KMID : 1145120170150030259
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Asian Journal of Beauty and Cosmetology
2017 Volume.15 No. 3 p.259 ~ p.267
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Impact of Service Quality in the Nail Esthetic Industry on Customer Satisfaction, Trust, and Revisit Intention
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Park Sun-Ju
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Abstract
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Purpose: This study aims to identify the effects of service quality on customer revisit intention in the nail esthetic industry in terms of customer satisfaction and trust.
Methods: This research was to identify how customers’ reaction to the service quality affects customer satisfaction, trust, and revisit intention in the nail esthetic industry. For this purpose, Statistical Package for the Social Sciences (SPSS) was used for statistical analysis.
Results: From a marketing perspective, the results demonstrated that the most influential factors for service quality in the nail esthetic industry are economy, conviction, sympathy, and kindness.
Conclusion: In the nail esthetic industry, economy, conviction, sympathy, and kindness as recognized by the customer were the main factors influencing future customer satisfaction, trust, and revisit intention. Based on these factors, the nail esthetic industry should endeavor to meet customer needs and be more customer-oriented and trustworthy. Building a long-term relationship with customers will enable the nail esthetic industry ensure a higher level of customer revisit intention.
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KEYWORD
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Service quality, Customer satisfaction, Trust, Revisit intention, Nail esthetic industry
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