顧客對美髮設計師滿意度之探討

A Study of Customer Satisfaction to Hair Designers

10.30001/JIES.201212.0005

黃建文(Jiann-Wen Huang)；沈繻淯(Ju-Yu Shen)；黃士芳(Shi-Fang Huang)；曾雅郁(Ya-Yu Zeng)；陳文尹(Wen-Yin Chen)

滿意度 ； 忠誠度 ； 服務品質 ； 美髮業 ； Satisfaction ； Loyalty ； Quality of Service ； Hairdressing

美容科技學刊

9卷4期（2012 / 12 / 01）

79 - 100

繁體中文

在眾多的美髮設計師中，如何有效的掌握顧客忠誠度，提昇顧客滿意度和降低抱怨，將會是幫助美髮設計師有效成長的問題探討。本研究主要探討美髮顧客忠誠於某設計師其原由，以長期忠誠於某設計師之顧客進行質性訪談，找出美髮顧客忠誠於某設計師其原因。利用德菲法去探討消費者共識產生問卷，再利用層級分析法分析出重要的權重。消費者對設計師滿意的因素有「關懷性」、「基本能力」、「雙方互動」等影響因素，其影響重要性之順序應為：「關懷性」、「基本能力」、「雙方互動」，對設計師滿意度影響因素中，三大影響構面是環環相扣的。建議設計師耐心傾聽顧客的需求使其產生信任與安全感、耐心解決顧客問題並且提升自身操作能力使得顧客滿意度提升。

In a large number of hair designers, how to effectively grasp the customer loyalty, improve customer satisfaction and reduce complaints, it helps hair designers will be effective skill problems. This study focused on customer loyalty in a designer it's the hair, to long-term loyalty to a designer's qualitative interviews with customers, and identify customer loyalty in a hair designers. Delphi method is explored consumer consensus to generate questionnaires, and the important weight is analyzed by hierarchy analysis method.This study found that consumers satisfactory factors of designers have ”empathy ” and ”basic skills”, ” interaction” and other influencing factors, their impact should be of order of importance as: ” empathy ” and ”basic skills”, ” interaction”, for designers satisfaction factors, influence in its three dimensions are interlocking.

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