The Study on Service Quality, Realtionship Quality, and Customer Loyalty for the Hair Salon Industry

• Main Authors: Lai Wan Yu, 賴宛俞
• Other Authors: Huang Jiann Wen
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/73581534538493502321

碩士 === 台南應用科技大學 === 生活應用科學研究所 === 100 === The industrial structure is changing recently in Taiwan, mostly change from manufacturing to service industry; the service quality has become better than ever, all works of life want to enhance their service quality to increase the consumer satisfaction to retain consumers. Being beauty is human nature, everything that relates to beauty that is increasing rapidly, the hairdressing is being very competitive in the service industrial. Therefore, the research is to investigate the service quality, relationship and consumer loyalty in hairdressing industry. This study used questionnaire by randomly to give out total 415 copies and final with 402 copies, the percentage would be 96%, using SPSS for most analysis tools, include descriptive statistics, reliability analysis, ANOVA, Scheffe, cluster analysis, and regression analysis and the result as below: 1.Different type of hair salon has five variation in “ service quality” , “ professional ability”, “relationship quality”, “connection”, “consumer loyalty”. 2.Service quality in hairdressing industry has significant impact on relationship quality. 3.Relationship quality in hairdressing industry has significant impact on consumer loyalty. 4.Professional ability in hairdressing industry has significant impact on relationship quality. 5.Connection in hairdressing industry has significant impact on relationship quality. 6.Connection in hairdressing industry has significant impact on consumer loyalty.