Customer Satisfaction on Skin Care Clinics
Karen Joy Catacutan, Vanessa Caliguia, Kaite Winslet Manuel, Krishalei Angelique Narag & Edmalyn Tamayo
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
Author information & Contribution
Disclosure statement
Funding
Declaration
Notes
This paper is presented in 4th Northern Philippines Business Research Conference
Acknowledgement
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Cite this article:
Catacutan, K., Caliguia, V., Manuel, K., Narag, K. & Tamayo, E. (2023). Customer Satisfaction on Skin Care Clinics. The Research Probe, Volume 3 (1), 12-19.
License:
This work is licensed under a Creative Commons Attribution (CC BY 4.0) International License.
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