SPA會館顧客感官體驗與滿意度關係之研究

Research on the Relationship between Sensory Experience and Satisfaction of Customers in SPA Club

張登豊(Teng-Li Chang) ； 丁于珊(Yu-San Ting) ； 盧俊吉(Chun-Chi Lu) ； 胡瓊方(Chiung-Fang Hu) ； 李嘉玲(Chia-Ling Lee)

《觀光與休閒管理期刊》 8卷特刊 (2020/08) Pp. 38-45

https://doi.org/10.6510/JTLM.202008/SP_8.0004

摘要

隨著時代改變，經濟的進步及全球人口的高齡化隨著人民生活品質逐漸提升，美容SPA業被公認是當前成長最快的產業之一。消費者對舒壓放鬆觀念也提升及重視，使得美容SPA產業由奢侈觀念轉變為日常生活中最基本舒壓需求，美容SPA是顧客的舒緩壓力放鬆出口，如何提升提供好的環境服務品質及提升顧客滿意度是重要的課題。本研究以北部美容SPA會館為研究對象，研究方法採立意抽樣，問卷調查方式，預計訪問300位顧客，研究目的為1.顧客對SPA會館之感觀體驗為何；2.顧客對SPA會館滿意度為何；3.顧客感官體驗與滿意度關係為何。研究結果顯示至美容會館顧客以女性為主，年齡以41-50歲；婚姻狀況以未婚為主；教育程度以高中、職（含）以下為主；職業以服務業為主，月收入主要為30001-50000元，每月到美容會館消費次數以1-2次為主，每次消費金額以1001-2000元為主。相關分析結果顯示視覺、聽覺、嗅覺、觸覺與顧客滿意度呈正相關，顯示顧客視覺、嗅覺、觸覺感官愈佳，顧客滿意度愈佳。

關鍵字

感官體驗 ； 顧客滿意度 ； 美容SPA

並列摘要

As the times changed, the economic progress and the aging of the global population have gradually improved with the quality of life of the people. The beauty spa industry is recognized as one of the fastest growing industries. Consumers have also raised and attached importance to the concept of relaxation and relaxation, which has transformed the beauty SPA industry from the concept of luxury to the most basic need for relaxation in daily life. Beauty SPA is a relaxation outlet for customers to relieve stress, how to improve the quality of the provision of good environmental services and upgrade Customer satisfaction is an important issue. In this study, the north Beauty SPA club was used as the research object. The research method was intentional sampling and questionnaire survey. It is estimated that 300 customers will be interviewed. The purpose of the study is 1. What is the customer's perception of the SPA club; 2. What is the customer's satisfaction; 3. What is the relationship between customer's sensory experience and satisfaction. The results show that the customers in the beauty club are mainly women, aged 41-50 years old; the marital status is mainly unmarried; the education level is mainly high school and below occupation (inclusive); the occupation is mainly service industry, and the monthly income is mainly 3,0001-50000 yuan, spending 1-2 times a month to the beauty club, the main consumption amount is 1001-2000 yuan each time. Correlation analysis results show that vision, hearing, smell, and touch are positively correlated with customer satisfaction. Its showed that the better of customer's sense of sight, smell, touch have a higher customer satisfaction.

並列關鍵字

sensory experience ； customer satisfaction ； beauty SPA