Abstract
The perception of beauty and physical appearance is not a new concept in the society. Though several movements emerge supporting or contradicting this, it is undeniable that physical appearance as the standard of beauty still exist. With this, the skincare industry and business, both in the global and Philippine market grow as people see the demand for the services. This study aimed to determine the level of customer satisfaction on skincare clinics along the five dimensions of SERVQUAL Model. Data was gathered from one hundred customers of skincare clinics using an adapted questionnaire of Sultana et al. (2016). The questionnaire was divided into two parts: profile of the respondents and (2) level of their satisfaction along tangibility, responsiveness, assurance, empathy, and reliability. The data gathered was analyzed through descriptive and inferential statistics. Further, T-test and ANOVA was used to test if there is a significant difference on the level of satisfaction when customers are grouped according to their profile. The findings revealed that respondents are highly satisfied with all the five dimensions. Tangibility has the highest category mean while empathy and assurance both have the lowest category mean. Furthermore, it also revealed that there is no significant difference in the level of satisfaction of customers when grouped according to profile.
Keywords: Customer Satisfaction, Service Quality, Skincare Clinics, SERVQUAL
*This paper is presented at the 4th Northern Philippines Business Research Conference hosted by Northwestern University”
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