The Effect of Tattooists' Verbal and Non-verbal Communication on Customer Satisfaction

Abstract

This study is interested in the effect of tattooists' verbal and non-verbal communication on customer satisfaction, and aims to investigate the types of verbal communication that tattooists deal with customers and how non-verbal communication factors affect customer satisfaction. To achieve this research purpose, tattooists were surveyed, and verbal communication of tattooists was largely divided into customer-oriented and tattooist-oriented communication, and non-verbal communication elements were divided into physical language and spatial environment. Whether these two factors affect customer satisfaction was structured and analyzed. As a result of the analysis, first, it was found that the customer-oriented communication of the tattooist's verbal communication had a significant effect on customer satisfaction. Second, it was proved that physical language among the non-verbal communication factors of tattooists has a significant effect on customer satisfaction.