美髮業的服務品質直接影響消費者是否再度光臨,若要將服務品質提升,就需要有測量服務品質優劣的能力,因此本研究目的為編製美髮業的服務品質量表,再運用Kano二維品質模式找出重要的服務品質要素,作為美髮經營者及從業人員提升服務品質之改善依據。首先透過專家訪談編製量表,再經由因素分析萃取出主要因素,研究結果發現美髮業服務品質可分別為「實體環境品質」、「結果品質」、「問題解決」共三大構面及12個題項,並具有良好的信效度,利用Kano二維品質模式歸類,結果得出有5項為魅力品質要素、5項為一維品質要素、1項為無差異品質要素、1項為反轉品質要素。
Serice quality of the hairdressing industry affects customers that will come back or not. The service quality of the hairdressing industry have a direct impact on the consumers, if the quality of service is to be improved, the quality of services should be measured. Therefore, the purpose of this study is to develop the evaluation criteria of service quality for the hairdressing curriculum in customers.Then we analyze the collected data to extract the main factors. The results found that the scale can be divided into three facets, including " physical environment quality ", " outcome quality ", and " problem solving." The scale consists of 12 items with good reliability and validity. The classification results show that the 5 elements of attractive quality, 5 elements of one-dimensional quality, 1 element of indifferent quality, 1 element of reverse quality.