수기성형 관리 고객의 만족도에 영향을 미치는 변인 연구 = Study On The Variables Affecting The Satisfaction Of Customers Managed By Manual Plastic Surgery

다국어 초록 (Multilingual Abstract)

The study targets 420 customers of 19 branches of GolgeunWe-Beauty which is the manual plastic surgery for a survey on the influence of objectified physical consciousness of customers managed by manual plastic surgery, self-esteem personal service quality, and appearance management behavior on satisfaction. The study receives the following results.
First, as a general property of research subjects, the proportion of female subjects were higher than male subjects, and there were more unmarried respondents in case of marriage. For age, the majority of the subjects were in there twenties. For education, the majority of the subjects were college graduates. For occupation, the majority of the subjects were officer workers or government employees.
Second, for recognition and current condition of manual plastic surgery management, most of the reponses were ‘Highly interested’ on the degree of interest on manual plastic surgery management. For current management, most of the cases were facial reduction management. For the reasons for manual plastic surgery management, most of the cases were for the safe reduction of the size of face and body. For the period of using the management room, most of the cases were under 3 months.
Third, on the investigation on the difference of physical consciousness objectified in accordance with general property, appearance management behavior, personal service quality and satisfaction, physical shame, physical observation, appearance control belief had statistically meaningful differences in accordance with marriage, age, occupation, and income for physical shame of objectified physical consciousness. However, there were no meaningful differences in accordance with sex or education. In case of appearance management behavior, there were statistically meaningful differences in accordance with age, education, and income but had no meaningful differences in accordance with sex, marriage, or occupation. For personal service quality, active kindliness recognized by customers had meaningful differences in accordance with marriage, age, and occupation, but had no meaningful differences in accordance with sex, education, or income. For external likability of managers recognized by customers, there were meaningful differences in accordance with age, occupation and income, but had no meaningful differences in accordance with sex, marriage, or education. For the satisfaction recognized by customers, there were statistically meaningful differences in accordance with age, education, occupation and income. For age, satisfaction of thirties and forties were higher than the customers under twenty, but had no meaningful differences in accordance with sex or marriage.
Fourth, under correlation between factors, satisfaction of customers of manual plastic surgery management increases with the increase of the objectified physical consciousness, self-esteem, appearance management behavior, and personal service quality. For self-esteem, physical shame and active kindliness had negative correlation, and for physical shame, there was no meaningful relationship between appearance control belief and external likability of managers. It was revealed that the person who recognizes and puts efforts on the appearance management has higher satisfaction after the management.
Fifth, As a result of putting age, income, objectified physical consciousness, self-esteem, appearance management behavior, personal service quality as control variables to understand the comparative influence of objectified physical consciousness, self-esteem, appearance management behavior and personal service quality on the satisfaction of customers, the total explanatory amount of control variables were 39.2%, and independent variables excluding control variables were 30.5%. Among them, objectified physical consciousness had the highest explanatory amount. For the result of viewing the comparative contributions of independent variables, external liability (β=.329, p=.000) followed appearance management behavior (β=.316, p=.000).
Sixth, on the relationship between objectified physical consciousness of customers managed by manual plastic surgery, self-esteem, appearance management behavior, and customer satisfaction, hierarchical regression analysis was conducted in accordance with the mediated effect authentication procedures for the investigation of mediated effect of personal service quality. As for the result, partial mediation was authenticated on the relationship between personal service quality, self esteem and satisfaction, appearance management behavior and satisfaction. This confirmed that the service quality is a major factor explaining the satisfaction.

목차 (Table of Contents)

• Ⅰ. 서론 1
• 1. 연구의 필요성 및 목적 1
• 2. 연구의 문제 4
• Ⅱ. 이론적 배경 5
• 1. 수기성형의 개념 및 요인 5
• 2. 객체화된 신체의식의 개념 및 요인 9
• 3. 자아존중감 12
• 4. 외모관리행동 13
• 5. 인적서비스 품질 15
• 6. 고객만족 16
• 7. 선행연구 개관 17
• Ⅲ. 연구대상 및 방법 19
• 1. 연구의 대상 및 기간 19
• 2. 측정도구 20
• 3. 연구모형 26
• 4. 자료 분석방법 27
• Ⅳ. 연구결과 및 고찰 28
• 1. 연구대상자의 일반적 특징 28
• 2. 수기성형관리 인식 및 실태 30
• 3. 일반적 특성에 따른 객체화된 신체의식과 자아존중감 및 외모관리 행동, 인적서비스 품질, 만족도의 차이 33
• 4. 변인 간 상관관계 49
• 5. 수기성형관리 만족도에 미치는 영향 51
• 6. 인적서비스 품질의 매개효과 분석 53
• Ⅴ. 결론 및 제언 55
• 참고문헌 59
• ABSTRACT 65
• 부록: 설문지 69