The Study of the Relationship between the Service Quality, Customer Values, and Satisfaction in the Taiwan’s Skin-Care Industry

MUIR > Seminar > 2011 International Conference on Management Learning and Business Technology Education > Item 987654321/1058

Please use this identifier to cite or link to this item: http://ir.meiho.edu.tw/ir/handle/987654321/1058

Title:	The Study of the Relationship between the Service Quality, Customer Values, and Satisfaction in the Taiwan’s Skin-Care Industry
Authors:	Yi-Hsuan Tsai;Yi-Chun Huang;Yi-Li Tsai;Ching-Hsiu Hsieh;Fen-Jen Tsai;I-Ju Pan;Hui-Shan Chan
Contributors:	Department of Beauty Science, Mei Ho University, Taiwan;Department of Beauty Science, National Taichung Nursing College, Taiwan;Department of Business administration, Mei Ho University, Taiwan;Department of Fashion Design and Management, National Pingtung University of Science and Technology, Taiwan;Department of Beauty Science, Mei Ho University, Taiwan;Department of Beauty Science, Mei Ho University, Taiwan;Department of Applied Cosmetology, National Tainan Institute of Nursing, Taiwan The Email of Contact Author: [email protected]
Keywords:	SEM;Service quality;skin-care business;customer values and satisfaction
Date:	2011-04
Issue Date:	2011-07-12
Abstract:	Skin-care is characterized as a service because it is acted and performed via a person-to-person contact and the result of the service may or may not be found in the physical product. Based on a sample of 334 customers from thirty beauty-salons which offered skin-care services in Taiwan and by using SEM with AMOS statistics software as a test model and hypothesis, results found no significant evidence between customer value and satisfaction. However, the partial correlation of values and customer satisfaction would pass the construct validity test for service quality. Clearly found, service quality is a partial mediator between values and customer satisfaction which is indicating the appropriateness of using extended individual Psychological issues such as values to understand consumers’ thinking processes and to analyze customers’ expectation of the service quality design.
Appears in Collections:	[Seminar] 2011 International Conference on Management Learning and Business Technology Education

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