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ISSN : 1225-2964(Print)
ISSN : 2287-3317(Online)
Annals of Animal Resource Sciences Vol.34 No.3 pp.71-80

Effect of the Quality of Dog Grooming Service on Customer Satisfaction and Reuse Intention : Focusing on Moderating Effect of Attachment to Companion Animal

Min-Hwa Lee1, Ka-Young Yang2, Young-Han Song3*
1Graduate Student, Department of Animal Life Science, Graduate School, Kangwon National University
2Researcher, Animal Welfare Research Team, National Institute of Animal Science, Rural Development Administration
3Professor, Department of Animal Life Science, Graduate School, Kangwon National University
* Corresponding author: Young-Han Song, College of Animal Life Sciences, Kangwon National University, Chuncheon 24341, Korea, Tel: +82-33-250-8617, E-mail:


This study investigated the relationship between service quality factors, customer satisfaction, and reuse intention based on the degree of attachment to companion animals felt by caregivers when using dog grooming services. An online and offline survey with caregivers experienced in dog grooming services were conducted, and 304 responses were analyzed using SPSS 26.0 Statistics Program. The analysis revealed the following. First, sub-factors of dog grooming service quality: empathy, assurance, tangibles, and reliability, significantly affect customer satisfaction. Second, customers satisfaction with dog grooming services significantly affects their reuse intention. Third, only reliability demonstrates a moderating effect on attachment to companion dogs in influencing the relationship between customer satisfaction and service quality. These findings that service quality management is necessary to improve the business performance of dog-grooming services. Particularly, this study is meaningful in presenting the direction of service marketing centered on trust, as more guardians consider companion dogs as family.

반려견미용 서비스품질이 고객만족도와 재이용의도에 미치는 영향 : 반려동물 애착의 조절효과를 중심으로

이민화1, 양가영2, 송영한3*
강원대학교 동물생명과학대학 대학원생1
농촌진흥청 국립축산과학원 동물복지연구팀 연구원2
강원대학교 동물생명과학대학 교수3