A Study on the effect of Service Quality Factors and Consumer Value Perception on the Satisfaction of Problematic Foot Care in Nail Shop

Abstract

In order to discuss sustainable growth plans for the foot management service of nail shops, this study attempted to explore the factors affecting the satisfaction of consumers with experience in problematic foot care. The main results of this study are summarized as follows. First, as a result of examining the compositional dimensions of the service quality factor and problematic foot care satisfaction of nail shop, the four service quality factors of nail shop, diversity, reliability, communication, and expertise, are economic value and emotional value, respectively. Second, as a result of examining the demographic characteristic factors that cause a difference in procedure satisfaction in problematic foot care, there was a difference in procedure satisfaction according to their average monthly nail shop visit frequency and problematic foot type. Specifically, consumers who visited every week were more satisfied with the procedure than consumers who visited once a month, and consumers who suffered from Hyperkeratosis type and Toenail athlete's foot were more satisfied after the procedure than consumers who suffered from any others. Third, as a result of examining the effect of consumer's perception of service quality factors and problematic foot care on consumer satisfaction, operator expertise had a positive effect among service quality factors of nail shops, and economic value had a positive effect on value recognition factors. Based on these facts, this researcher presented the following two suggestions. First, in order to increase consumers' satisfaction with the problematic foot care of nail shops today, it is necessary to conduct retraining that can cultivate the expertise of procedures. Second, it is necessary to prepare a plan to increase the economic value of foot care to them by introducing a method different from existing treatments and procedures.