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A Study on the Relationships among Body Sensory Experience, Customer Satisfaction and Customer Loyalty-Beauty SPA Center as an Example

Author

Listed:
  • MEI-PEI KUO1

    (Tatung Institute of Technology, Taiwan)

  • YU-MIN CHEN

    (Nanhua University, Taiwan)

Abstract

The purpose of this study is to explore influential factors of SPA center customer loyalty. Sample data of consumers of SPA shops are collected by way of non-random sampling method to facilitate questionnaires. 232 out of 265 questionnaires are received, in which 31 questionnaires are invalid such that 201 questionnaires are valid, and the effective response rate is 75.8%. The results obtained are listed as follows: 1) Sensory experience has a significantly positive impact on customer satisfaction and customer loyalty respectively. 2) Customer satisfaction has a significantly positive impact on customer loyalty. 3) Customer satisfaction has a significant mediation effect on the relationships between sensory experience and customer loyalty.

Suggested Citation

  • Mei-Pei Kuo1 & Yu-Min Chen, 2015. "A Study on the Relationships among Body Sensory Experience, Customer Satisfaction and Customer Loyalty-Beauty SPA Center as an Example," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 1(2), pages 61-67.
    • Handle: RePEc:apa:ijbaas:2015:p:61-67
    DOI: 10.20469/ijbas.1.10003-2
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    References listed on IDEAS

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    1. Ryan S. Elder & Nilufer Z. Aydinoglu & V. Barger & C. Caldara & Haehun Chun & Chan Jean Lee & Antonio Stamatogiannakis, 2010. "A sense of things to come: Future research directions in sensory marketing," Post-Print halshs-00530615, HAL.
    2. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
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    Cited by:

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    3. Pasaribu Shinta Marito & Mulyana Deden & Rinandiyana R. Lucky Radi & Taufiq Adhitya Rahmat, 2019. "Building the Brand Identity through Brand Differentiation Based Value of Culture and Locally-global Product Principles (Case on the City of Art)," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 5(2), pages 63-73.
    4. Paskah Rinauli Purba & Palti Marulitua Sitorus, 2017. "In uence Analysis of Dissatisfaction, Situational Condition, andSwitching Costs on the Switching Behavior of Telkomsel Postpaid CardCustomers in Batam City," International Journal of Business and Economic Affairs (IJBEA), Sana N. Maswadeh, vol. 2(3), pages 193-205.
    5. Kristoffel C. Pandiangan & Palti Maruli Tua Sitorus, 2017. "Analysis of Queue System to Improve the Quality of Service in GraPARI Telkomsel Banda Aceh," International Journal of Business and Economic Affairs (IJBEA), Sana N. Maswadeh, vol. 2(4), pages 220-226.
    6. Indaka Pradnya Rityatama & Udisubakti Ciptomulyono, 2018. "Integrating customer experience quality and QFD for im- proving quality of wifi broadband service experience in telecommunication company," Journal of Advances in Technology and Engineering Research, A/Professor Akbar A. Khatibi, vol. 4(3), pages 130-142.
    7. Yi-Ping Zhan & Hsiao-Ling Chung, 2016. "Strategizing the Customer Relationship in the Independent Bookstore Network: A Case of Small Small Bookshop in Taiwan," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 2(5), pages 143-150.
    8. Daniel Dasig Jr, 2017. "A frontier in organizational and business process innovation in service management through lean six sigma Kaizen project implementation," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 3(6), pages 263-283.
    9. Dunhill Z. Bilog, 2017. "Investigating consumer preferences in selecting buffet restaurants in Davao region, Philippines," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 3(5), pages 221-233.
    10. Burawat Piyachat, 2017. "The relationships among resources’ commitment reverse logistics innovation reverse logistics performance and reverse logistics cost savings: Manufacturing vs service industry," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 3(3), pages 122-135.

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