• Journal of Korean Society of Industrial and Systems Engineering
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• v.42 no.3
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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.

• Journal of Convergence for Information Technology
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• v.11 no.1
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• pp.216-224
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• 2021

This study analyzes the differences in perception of cosmetic quality (safety, stability, functionality, usability) and satisfaction according to consumer characteristics, targeting 317 men and women from their 18 to 50s who use cosmetics in Seoul and Gyeonggi Province, and the differences in effect of cosmetic quality perception on satisfaction according to side effects experience was analyzed. Among the cosmetic quality factors, the usability was satisfied, but the perception of safety, stability, and functionality was low, so overall quality improvement was necessary. In particular, the quality perception and satisfaction by men and 40s was low, so a customized solution was needed for this. In the order of usability and functionality, to both those experiencing or not side effect, had a significant positive effect on the satisfaction level, and the improvement of usability and functional awareness was the main factor that increased satisfaction. Improving product quality and supplementing factors that positively influence consumer perception are thought to be of great help in improving quality perception and satisfaction.

• Journal of Korean Society for Quality Management
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• v.49 no.4
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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.

• The Journal of the Korea Contents Association
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• v.20 no.6
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• pp.342-353
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• 2020

The purpose of this study is to identify priority factors for improving service quality of cosmetic stores in drug stores(DRS) and department stores(DES) and to provide basic data for improving service quality of cosmetic stores by analyzing the service quality based on the Kano model and the Potential Customer Satisfaction Improvement (PCSI) Index. As a result, most items of quality factors of cosmetic stores in both stores were evaluated as attractive quality factors. As a result of PCSI Index comparison, the quality factors of 'Reliability', 'Responsiveness', and 'Empathy' items for DRS and 'Empathy' and 'Reliability' items for DES had higher priority for improvement. That is, if these factors are improved, there is a high potential to improve customer satisfaction. Through this study, practical implications were provided by identifying service quality factor classification and priorities for customer satisfaction improvement of DRS and DES. This is expected to contribute to the guidelines for improving customer satisfaction in the future.

• Korea Trade Review
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• v.45 no.1
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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.

• Journal of the Korea Safety Management & Science
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• v.13 no.1
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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.

• Journal of Digital Convergence
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• v.16 no.8
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• pp.401-411
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• 2018

The purpose of this study was to investigate appearance concern, attitude toward cosmetic surgery, self-esteem, quality of life, and to identify affecting factors of quality of life on elderly women. The subjects consisted of 162 elderly women in the G city. The variables were measured using questionnaires, analyzed using descriptive statistic, ${\chi}^2-test$, t-test, ANOVA, Pearson correlation coefficient, and multiple regression analysis. The appearance concern, attitude toward cosmetic surgery were not significant difference in 60s and 70s. Quality of life was significant difference in 60s and 70s. Factors influencing quality of life in 60s were self-esteem, perceived health status, and explanation of quality of life is 39.1%. In 70s were self-esteem, level of education, and explanation of quality of life is 41.7%. These results suggest that it is necessary for aging preparation education included appearance concern and should be made to develop program to improve quality of life.

• Asian Pacific Journal of Cancer Prevention
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• v.16 no.6
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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.

• Journal of the Society of Cosmetic Scientists of Korea
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• v.31 no.1 s.49
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• pp.79-83
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• 2005

The important elements influencing on the quality of make-up cosmetics are not only the ingredients themselves but also the cosmetic tool that delivers the ingredients. But sensory analysis by a has been used on a number of occasion. Therefore it is not reliable to apply the data to other products and not easy to identify the elements influencing the qualities of cosmetics. So we Intend to understand the elements influencing the quality of cosmetics and prepare the foundation by introducing objective measurement method. In this study, we fix the loose powder and make new loose powder puff. So we can accomplish objective measurement.

• Proceedings of the Korean Institute of Interior Design Conference
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• 2005.10a
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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.