Entrepreneurial Business: An Empirical Study of Antecedents and Consequence of Customer Satisfaction Towards Beauty Clinic
Abstract
This study examines the factors influencing customer satisfaction at Rakta Clinic, a leading beauty clinic in Ratchaburi, Thailand, which offers a holistic range of services including injections, treatments, cosmetic surgery, and skincare. Despite the growing popularity of aesthetic services, the industry faces intense competition, rapid technological advancements, particularly in anti-aging innovations, and increasingly diverse customer expectations. While several prior studies have addressed service quality in healthcare and beauty contests, research specifically tailored to the comprehensive and multidimensional environment of aesthetic clinics remains limited. This study aims to address this gap by integrating a broad range of variables relevant that consist of nine variables: personnel support, clinic facilities, physical environment, personnel quality, technical quality, medical service quality, nursing service quality, corporate image, and customer satisfaction to beauty clinic operations, thereby offering a more contextualized understanding and contributing to improved competitiveness within the aesthetic service sector.
References
Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and the role of service quality. Journal of Service Research, 1(1), 56-68.
Bellio, E., & Buccoliero, L. (2021). Customer experience management in the beauty and wellness industry: Insights from luxury beauty clinics. Journal of Business Research, 134, 42-53.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
Burns, A. C., & Bush, R. F. (2014). Marketing Research (7th ed.). Pearson Education Limited.
Chen, F., Smith, J., & Wang, L. (2011). The impact of service quality on customer satisfaction in health care. Health Services Research, 46(5), 1500-1520.
Cooper, D. R., & Schindler, P. S. (2014). Business Research Methods (12th ed.). McGraw-Hill/Irwin.
Cronin, J., & Taylor, S. (1992). Measuring service quality: A reexamination and extenion. Journal of Marketing, 56(3), 55-68.
Cronin, J. J., Brady, M. K., Hult, G., & Thomas, M. (2000). Assessing the effects of quality, value and customer satisfaction on consumer behavioral intention in service environments. Journal of Retailing, 76(2), 193-218.
Donabedian, A. (1988). The quality of care: How can it be assessed?. Journal of the American Medical Association (JAMA), 260(12), 1743-1748.
Fatima, T., Malik, S. A., & Shabbir, A. (2017). Hospital healthcare service quality, patient satisfaction, and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management, 34(6), 1195-1217.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Grönroos, C. (2007). Service management and marketing: Customer management in service competition.
Hsieh, C., & Lee, Y. (2021). Exploring the determinants of customer satisfaction in the aesthetic service industry: A study of customer perceptions in Taiwan. Journal of Aesthetic and Cosmetic Research, 19(4), 105-118.
Keller, K. L. (1993). Conceptualising, measuring and managing customer-based brand equity. Journal of Marketing, 57(2), 1-22.
Khumnualthong, K. (2015). Factors influencing customer satisfaction in service industries. International Journal of Business and Management, 10(4), 220-230.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw- Hill.
Padma, P., Rajendran, C., & Sai, L. P. (2009). A conceptual framework of service quality in healthcare: Perspectives of Indian patients and their attendants. Benchmarking: An International Journal, 16(2), 157-191.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Patterson, P. G., & McGoldrick, P. J. (2007). Services marketing and management: A strategic perspective. Palgrave Macmillan.
Qin, H. (2014). Service quality, customer satisfaction, and customer loyalty in beauty clinics: An empirical study from a developing economy. Journal of Service Theory and Practice, 24(3), 317-332.
Sekaran, U. (2003). Research methods for business: A skill-building approach (4th ed.). Wiley.
Shafei, R., & Tabaa, M. (2016). Investigating the influence of service quality on patient satisfaction in the healthcare industry: A case study of the private hospitals in Saudi Arabia. International Journal of Health Care Quality Assurance, 29(6), 677-691.
Suhartanto, D., Dean, D., Chen, B. T., & Kusdibyo, L. (2020). Loyalty to a tourism destination: The role of destination image and satisfaction. Tourism and Hospitality Management, 26(1), 97-114.
Wu, A., & Lu, B. (2022). Factors influencing customer satisfaction in aesthetic services. Journal of Aesthetic Medicine, 25(2), 150-165.
Zikmund, W. G., & Babin, B. J. (2013). Essentials of marketing research (9th ed.). Thomson South-Western.
