• 산업경영시스템학회지
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• 제42권3호
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• pp.176-183
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• 2019

The environmental changes in the Korean cosmetic medical service industry in the $21^{st}$ century are forming intense competition among medical institutions due to the quantitative expansion of its market. For stable growth of the cosmetic medical service industry, continuous quality improvement is necessary based on empirical research on the quality of cosmetic medical services rather than external expansion. The purpose of this study is to classify the quality attributes of cosmetic medical service using Kano model and to derive the degree of satisfaction and dissatisfaction of each quality attributes through Customer Satisfaction Coefficient (CSC). Through this, the study identified strategic priorities and suggested specific step-by-step approaches and quality improvement priorities that can increase customer satisfaction using the Potential Customer Satisfaction Improvement Index (PCSI Index). Based on SERVPERF, this study used measurement tools consisting of five dimensions : tangibles, reliability, responsiveness, assurance, and empathy. In addition, it was used of measurement items reconstructed into positive, negative, and satisfaction questions for Kano model analysis, CSC analysis, and PCSI Index analysis. A total of 300 medical consumers who experienced cosmetic medical services for the past one year in medical institutions such as plastic surgery and dermatology were collected with convenient sampling. As a result, urgent items for improving the quality of service using the PCSI Index, 'Consideration for customer benefits' in empathy category was followed by 'Immediate help' and 'Sincere response' in responsiveness category, and 'Understanding customer needs' in empathy category, respectively. That is, it is required to improve human service quality attributes such as empathy and responsiveness rather than physical service quality attributes. This study contributes practically in that it provides specific and discriminatory approaches to improve customer satisfaction on cosmetic medical service quality and suggests improvement priorities.

• 융합정보논문지
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• 제11권1호
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• pp.216-224
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• 2021

본 연구는 서울·경기 지역의 화장품을 사용하고 있는 18세부터 50대까지 남녀 317명을 대상으로 소비자 특성에 따른 화장품 품질(안전성, 안정성, 기능성, 사용성) 인식과 만족도의 차이를 분석하였고 부작용 경험에 따른 화장품 품질인식이 만족도에 미치는 영향을 분석하였다. 화장품 품질 요인 중 사용성에는 만족하고 있었으나 안전성, 안정성, 기능성 인식은 낮게 나타나 전반적인 품질 개선이 필요하였고 특히 남성과 40대의 화장품 품질 인식과 만족도가 낮게 나타나 이를 위한 맞춤형 솔루션이 필요하였다. 화장품 부작용을 경험한 경우와 안 한 경우 모두 사용성과 기능성의 순서로 만족도에 유의한 양(+)의 영향을 미쳐 사용성과 기능성 인식의 제고가 만족도를 높이는 주요 요인으로 나타났다. 제품의 품질을 개선하고 소비자 인식에 긍정적 영향을 주는 요소들을 보완하는 것이 품질 인식과 만족도 향상에 큰 도움을 줄 것으로 생각된다.

• 품질경영학회지
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• 제49권4호
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• pp.595-607
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• 2021

Purpose: This study introduces a systematic framework to evaluate service satisfaction of cosmetic brands through online review analysis utilizing Text-Mining technique. Methods: The framework assumes that the service satisfaction is evaluated by positive comments from online reviews. That is, the service satisfaction of a cosmetic brand is evaluated higher as more positive opinions are commented in the online reviews. This study focuses on two approaches. First, it collects online review comments from the top 50 global cosmetic brands and evaluates customer service satisfaction for each cosmetic brands by applying Sentimental Analysis and Latent Dirichlet Allocation. Second, it analyzes the determinants that induce or influence service satisfaction and suggests the guidelines for cosmetic brands with low satisfaction to improve their service satisfaction. Results: For the satisfaction evaluation, online review data were extracted from the top 50 global cosmetic brands in the world based on 2018 sales announced by Brand Finance in the UK. As a result of the satisfaction analysis, it was found that overall there were more positive opinions than negative opinions and the averages for polarity, subjectivity, positive ratio, and negative ratio were calculated as 0.50, 0.76, 0.57, and 0.19, respectively. Polarity, subjectivity and positive ratio showed the opposite pattern to negative ratio, and although there was a slight difference in fluctuation range and ranking between them, the patterns are almost same. Conclusion: The usefulness of the proposed framework was verified through case study. Although some studies have suggested a method to analyze online reviews, they didn't deal with the satisfaction evaluation among competitors and cause analysis. This study is different from previous studies in that it evaluates service satisfaction from a relative point of view among cosmetic brands and analyze determinants.

• 한국콘텐츠학회논문지
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• 제20권6호
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• pp.342-353
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• 2020

본 연구는 Kano 모델의 이원적 품질분류와 잠재적 고객만족 개선 지수(PCSI Index)를 기반으로 드럭스토어와 백화점 내 화장품 매장의 서비스 품질을 비교, 분석하여 서비스 품질 개선 우선순위 요소들을 파악하고, 제시함으로써 화장품 매장의 서비스 품질 개선을 위한 기초자료 제공을 목적으로 하였다. Kano 모델 분석의 평가이원 표에 대입하여 품질 특성을 분류하고, 고객만족 계수(CSC)와 PCSI 지수를 이용해 화장품 서비스 품질 요소들의 개선 우선순위를 진행하였다. 그 결과, Kano 모델을 활용한 분석에서 드럭스토어와 백화점 화장품 매장 서비스 품질 요소에 대한 대부분의 항목이 매력적 품질 요소로 평가되었다. PCSI 지수 비교 결과, 드럭스토어 화장품 매장의 경우 '신뢰성', '반응성', '공감성' 항목이, 백화점 내 화장품 매장의 경우 '공감성', '신뢰성' 항목의 품질 요소들이 개선 우선순위가 높은 것으로 나타나, 해당 요소가 개선될 경우 고객 만족도가 향상될 잠재력이 높은 것으로 나타났다. 본 연구를 통해 드럭스토어와 백화점 화장품 매장의 서비스 품질 분류 및 고객 만족도 향상을 위한 개선 우선순위가 파악됨으로써 실무적인 시사점이 제공되어, 향후 고객 만족도 향상을 위한 지침 수립에 기여할 것으로 사료된다.

• 무역학회지
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• 제45권1호
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• pp.279-300
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• 2020

The cosmetic medical information mobile platform is evolving into a new channel for searching and obtaining relevant information before using cosmetic medical service. In addition, the medical institutions can facilitate the medical contracts, and take advantage of systemic customer management through the cosmetic medical information mobile platform. Therefore, the paradigm of the cosmetic medical mobile service industry is facing a flow of change through the use diffusion of cosmetic medical information mobile platform. In this study, in order to explore the factors affecting the use diffusion of the cosmetic medical information mobile platform, this study used the research model of the influence of the characteristics of the cosmetic medical information mobile platform on perceived convenience and usefulness, and use diffusion by applying TAM(Technology Acceptance Model). As a result, immediateness, interactivity, and customization in the characteristics of cosmetic medical information mobile platform had positive effects on the perceived convenience. Also, interactivity, customization, and economics had positive impacts on perceived usefulness. In addition, perceived convenience and usefulness had positive effects on the use diffusion. Through this study, the factors influencing the use diffusion of cosmetic medical information mobile platform were actually explored, and the service value of the cosmetic medical information mobile platform were categorized. Future research is expected to contribute to the continuous improvement of quality and expansion of the cosmetic medical service market based on various research.

• 대한안전경영과학회지
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• 제13권1호
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• pp.151-160
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• 2011

Cosmetic industry is a typical industry for domestic demand and is closely connected with domestic demand growth. In 2006, domestic cosmetics market is showing high growth rate due to the recovery of domestic demand and the market reorganization of sales channels is proceeding rapidly due to the recent global economic slowdown, Due to the situation, many companies are launching low-priced brand shop. The purpose of this study was to clarify the impact of marketing strategy of cosmetic brand-shop on consumers' purchasing intention. As the result of analyses, it was found that product, place, promotion factors of cosmetic brand-shop affect brand image. Also only product factor affects corporate image, perceived quality. And using regression analysis between brand image, corporate image, perceived quality and customer behaviors. Brand image and perceived quality factors influence consumers purchasing intention. Brand image has a positive impact on corporate image. And corporate image affects the perceived quality.

• 디지털융복합연구
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• 제16권8호
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• pp.401-411
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• 2018

본 연구는 여성노인의 외모관심도, 미용성형에 대한 태도, 자아존중감 및 삶의 질 정도를 파악하고, 삶의 질에 영향을 미치는 요인을 파악하고자 하였다. G시 여성노인 162명을 대상으로 구조화된 설문지를 이용하여 자료를 수집하였으며 기술통계, ${\chi}^2-test$, t-test, ANOVA, Pearson correlation coefficient 및 다중회귀분석으로 분석하였다. 대상자의 외모관심도, 미용성형에 대한 태도, 자아존중감은 60대군과 70대군에서 통계적으로 유의한 차이는 없었다. 삶의 질은 60대군과 70대군이 통계적으로 유의한 차이가 있었으며, 삶의 질에 영향을 미치는 요인은 60대군에서는 자아존중감, 지각된 건강상태로 나타났으며 39.1%의 설명력이 있었다. 70대군인 경우 자아존중감, 교육수준이었으며 41.7%의 설명력이 있었다. 이는 여성노인의 외모에 대한 관심을 포함하여 노화 준비교육 및 삶의 질을 향상시키기 위한 프로그램 개발 시 고려해야 할 함의를 제시한다.

• Asian Pacific Journal of Cancer Prevention
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• 제16권6호
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• pp.2203-2207
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• 2015

Background: Breast conservative surgery (BCS) followed by radiotherapy is the standard approach in management of stage I-II breast cancer. Several factors can affect cosmetic outcomes. The aim of this study was to evaluate the cosmetic results of BCS and influencing factors in the Iranian Breast Cancer Research Center. Materials and Methods: Patients who had undergone BCS were included. Photographs were taken of both breasts of the patients in three aspects and were evaluated by three specialists. The cosmetic scores were calculated based on a standard questionnaire. The data were analyzed using univariate and multivariate regression for relationships between cosmetic scores and clinical data. Results: A total number of 103 patients were included in the study. Mean age and BMI of the patients were $46.8{\pm}8.9$ and $28.1{\pm}3.9$, respectively. Breast cup sizes C and D accounted for 74.7% of the study group. The mean cosmetic score obtained from three referees was 5.72+2.06, consisting of 35.9% excellent-good, 35% moderate, and 29.1% unsatisfactory results. Patient BMI, volume of the resected tissue and breast cup size (D) showed significant correlation with the cosmetic score. On multivariate regression analysis, cosmetic score and BMI (p=0.022,) as well as breast cup size (p=0.040), remained significant. Conclusions: Immediate or delayed symmetrization of the breasts is suggested during breast conservative surgery, meanwhile performing oncoplastic techniques to improve the results significantly. Also it is suggested to discuss anticipation of less satisfactory results with patients having higher BMI and large breast cup size.

• 대한화장품학회지
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• 제31권1호
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• pp.79-83
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• 2005

화장품 특히 메이크업 화장품에 영향을 미치는 요소는 화장품에 들어가는 성분 자체뿐 만 아니라 화장성분을 전달하여 주는 메이크업 도구의 영향도 지대하다. 그러나 대부분의 경우 이러한 측정은 대부분 평가자의 감성에 의존하고 있다. 이러한 감성적 데이터는 객관적이지 못하기에 다른 제품에 적용하기에 부적절하며 또한 어떠한 요소가 화장품의 품질에 영향을 미치는지 파악하기도 어렵다. 이에 화장품의 품질에 영향을 미치는 요소를 알아보기 위해 객관적인 측정방법을 마련하고자 한다. 여기에서는 루스 파우다는 고정하고 새로운 루스 파우다 퍼프를 만들어 측정하였다. 이를 통해 화장용 메이크업 도구 특히 퍼프에 있어서 기기적 측정을 통한 물성평가가 어느 정도 가능함을 발견할 수 있었다.

• 한국실내디자인학회:학술대회논문집
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• 한국실내디자인학회 2005년도 추계학술발표대회 논문집
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• pp.100-105
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• 2005

Recently cosmetic enterprises make rapid progress try to make well-known brands to perceive an image marketing. As the result, the brand's reliability continues to grow, beyond a medium of expression in two-dimensional, but through tridimensional, on brand's image runs strategies. In a strategic point suchlike visual as a shop's image give a stimulus to customers for increase invalue in corporate image and value of commodities. In the strategy of increase in sales, it is on the rise immediate constituent to consumers. Through cosmetic brand shops, cosmetic industries are provide personalized services and cultural facilities, rather than just selling products and to help revitalization of the cosmetic markets, and the pursuit of customer-oriented segmentation strategy to make changes for the better image for the shops. Each cosmetic brand shops' image of segmentation strategy has an effect on individual organizations and designs. As of today in Korea, cosmetic brand shop's designs, start to appear in the late 2000,will try to fine segmentation strategy for strengthen shop's image and research about unique quality of cosmetic brand shops into consumer orientation space, and make the best of significant prepare on the basis of directions for cosmetic brand shop which have ability to function as cultural facilities.