The Influence of Beauty Industry Workers’ Verbal and Nonverbal Communication Abilities on Customer Satisfaction -Focusing on female customers in their 20s in Jeju-

Abstract

This study aimed to investigate the influence of beauty workers’ verbal and non-verbal communications on customer satisfaction against beauty salon customers. For this, a questionnaire survey was performed against adult men and women, aged 20 or older, living in Jeju Special Self-governing Province, and the results found the following: ‘Provision of information’, ‘empathy’, and ‘kind response’ had a positive effect on ‘service satisfaction’ and ‘revisit intention’ with statistical significance, confirming that verbal communication ability is a critical factor in service satisfaction and revisit intention. Second, for non-verbal communication ability, ‘body language’, ‘appearance language’, ‘auditory language’, and ‘spatial language’ revealed a positive influence on service satisfaction and revisit intention with statistical significance, confirming that non-verbal communication ability is a key element in service satisfaction and revisit intention. In other words, customer satisfaction and revisit intention differ depending on beauty workers’ verbal and non-verbal communication abilities.