Factors Affecting Customer’s Perception of Service Quality: Comparing Differences among Countries - Case study: Beauty salons in Bandung and Tokyo

This paper examines a holistic study of analyzing several factors affecting service quality and their correlation with characteristic of customers based on value and life style. Furthermore, customer’s perception of service quality can be drawn from those relationships. Exploratory factor analysis and quantitative analysis is employed with case study of beauty salon service at Bandung and Tokyo. The results indicate how the quality of services is perceived differently by customers who have different value and life style, and also describe significant relationship between value and life style with the affecting factors of service quality.