Relationship Quality, Emotional Response, and Customer Satisfaction of LEEKAJA HAIRBIS Hair Shop

This study aimed to analyze the correlations among relationship quality, emotional responses, and customer satisfaction of customers using Ieekaja Hairbis Hair shop, and to provide practical implications for improving service quality, customer-tailored consulting, and customer management strategies. In particular, it focused on verifying the significant influence of customer relationships, emotions, and satisfaction on revisit intention and loyalty in the service industry. Data were collected through a questionnaire survey conducted in May 2025 with customers who had used leekaja Hairbis Hair shop. The results showed that there were positive correlations among relationship quality, emotional responses, and customer satisfaction. Specifically, customers who experienced high relationship quality, including trust and intimacy with staff, reported increased positive emotional responses, which in turn led to higher customer satisfaction. Moreover, emotional responses were found to mediate the relationship between relationship quality and customer satisfaction. In conclusion, the management of leekaja Hairbis Hair shop can enhance customer satisfaction and loyalty by strengthening relationships between staff and customers and by establishing service strategies that consider customers’ emotional experiences.