Service Quality and Customer Satisfaction among Beauty Salons

Abstract

This study was conducted to determine the significant influence of service quality on customer satisfaction among beauty salons in a certain municipality of Davao del Norte, Philippines. A quantitative non-experimental descriptive-correlational design was employed in the study utilizing a convenient sampling technique among respondents distributed from six beauty salons each with a quota of 50 customers to rate for year 2019. Mean was used to measure the level of service quality and customer satisfaction while linear regression analysis was used in determining what domain of service quality significantly influence customer satisfaction among beauty salons. As a result, service quality was in high level which while customer satisfaction was in moderate level. It was also found out that there is a low positive significant relationship between service quality and customer satisfaction among beauty salons and that 9.06% of the customer satisfaction can be attributed to service quality. Further, only tangibles domain significantly influences customer satisfaction while the rest did not. Thus, service quality is recommended to be enhanced to achieve a high level of customer satisfaction.