미용실 예약시스템 품질이 고객불만족과 추천행동에 미치는 영향

The development of the mobile platform market has led to the development of the beauty salon reservation system. Accordingly, customers made reservations for beauty salons using various platform services. Research on customer dissatisfaction was conducted based on the efficiency, information provision, and convenience provided by the platform. This study aims to improve the quality of the reservation system by analyzing the effect of the quality of the beauty salon reservation system on customer dissatisfaction and likelihood of recommendation, and to provide it as basic data for customer management. This study analyzed 495 men and women in their teens and 50s using the beauty salon reservation system using the SPSS ver. 21.0 program. As a result of the study, customer dissatisfaction decreased when efficiency, information provision, and convenience increased. In addition, it can be seen that as customer dissatisfaction increases, recommendation behavior decreases. Based on the research results, it is considered necessary to develop programs that increase the convenience of the reservation system through continuous monitoring, such as finding ways to increase user convenience and simplifying the reservation system in collaboration with platform companies.