To Explore the Relationship between the Customer Attitudes, Satisfaction and Service Quality of the Taiwan's skin-care Industry

探討台灣皮膚保養市場消費者的態度和滿意度與服務品質之關係

10.30001/JIES.201003.0012

蔡宜萱(Yi-Hsuan Tsai)；詹慧珊(Hui-Shan Chan)；蔡豐仁(Feng-Jen Tsai)；蔡宜莉(Yi-Li Tsai)

Skin-Care business ； aestheticians ； interactions ； people oriented ； service quality.

美容科技學刊

7卷1期（2010 / 03 / 01）

163 - 184

英文

In the skin-care business, traditionally, the skin-care business in Taiwan have been defined and judged mainly by the provider, usually physicians and aestheticians, rather than by the consumers. Most of the interactions within the customers traditionally occur during the service transaction and also the view of the consumers' as they are going through the services will be affected by their own values and beliefs. In order to achieve consumers' satisfaction and loyalty within Taiwan's skin-care businesses, which are heavily people oriented, quality of services, should be particularly emphasized. From this point of the view as a motivation to conduct this research which is collected 334 customers from fifty beauty-salons in which provide the skin-care treatment and services in Taiwan, a majority of the hypothesized relationships are strongly supported. The result indicated the impact between the attitude and satisfaction with the service quality is higher compare with the attitude and satisfaction without service quality and concluded the service quality is a mediator between customer attitudes and customer satisfaction. Also for the skin-care business management this results will be the references for their service design in the future.