Study on Salon and Spa
SERVICE INNOVATION: CASE STUDY ON SPA AND MED
BEAUTY AT THE SAUJANA
YUSMANI BINTI MOHD YUSOFF
Research report in partial fulfillment of the requirement for the degree of Master of Business Administration
UNIVERSITI SAINS MALAYSIA
2010I
ACKNOWLEDGEMENT
BISMILLAHHIRRAHMANNIRAHIM. Praise is to ALLAH SWT, the most
Gracious and most Merciful. The completion of this thesis would not have been a success without the efforts, guidance, and assistance, prayers of all the individuals and groups who had directly or indirectly been involved since the very beginning.
I would like to extend my gratitude and appreciation to Associate Professor Dr.
Noornina Md. Dahlan for her precious time in reviewing as well as adding valuable opinions, comments and guidance throughout this research. I am so honoured to prepare this thesis under her supervision, without the support and encouragement from her; I might not be in this stage and to complete this thesis successfully. Her role is not only as supervisor, but more than that like a mother teaching her daughter.
Thank you again to Associate Professor Dr. Noornina Md. Dahlan.
Thank you to Mr.Henny Ong, Miss Sofia and Miss Su Yee from Spa and Med Beauty at The Saujana which has helped allow study done at this spa and have a lot of help during the interview session with very useful information.
I also want to dedicate my love and special thanks to my beloved family that is my mother, Misah Md.Isa, my husband, Amran Din, and my brother, Norizuan Mohd
Yusoff for their patience and support during my study and working on this thesis. II
TABLE OF CONTENT
ACKNOWLEDGEMENT I
TABLE OF CONTENT II-IV
LIST OF TABLE VI-VII
LIST OF FIGURE VIII
ABSTRAK IX-X
ABSTRACT XI-XII
CHAPTER 1 INTRODUCTION
1.0 Introduction 1-2
1.1 Background 3-5
1.2 Problem Statement 5
1.3 Research Objectives 6
1.4 Research Questions 6-7
1.5 Significance of Study 7-8
CHAPTER 2 LITERATURE REVIEW
2.0 Introduction 9
2.1
BEAUTY AT THE SAUJANA
YUSMANI BINTI MOHD YUSOFF
Research report in partial fulfillment of the requirement for the degree of Master of Business Administration
UNIVERSITI SAINS MALAYSIA
2010I
ACKNOWLEDGEMENT
BISMILLAHHIRRAHMANNIRAHIM. Praise is to ALLAH SWT, the most
Gracious and most Merciful. The completion of this thesis would not have been a success without the efforts, guidance, and assistance, prayers of all the individuals and groups who had directly or indirectly been involved since the very beginning.
I would like to extend my gratitude and appreciation to Associate Professor Dr.
Noornina Md. Dahlan for her precious time in reviewing as well as adding valuable opinions, comments and guidance throughout this research. I am so honoured to prepare this thesis under her supervision, without the support and encouragement from her; I might not be in this stage and to complete this thesis successfully. Her role is not only as supervisor, but more than that like a mother teaching her daughter.
Thank you again to Associate Professor Dr. Noornina Md. Dahlan.
Thank you to Mr.Henny Ong, Miss Sofia and Miss Su Yee from Spa and Med Beauty at The Saujana which has helped allow study done at this spa and have a lot of help during the interview session with very useful information.
I also want to dedicate my love and special thanks to my beloved family that is my mother, Misah Md.Isa, my husband, Amran Din, and my brother, Norizuan Mohd
Yusoff for their patience and support during my study and working on this thesis. II
TABLE OF CONTENT
ACKNOWLEDGEMENT I
TABLE OF CONTENT II-IV
LIST OF TABLE VI-VII
LIST OF FIGURE VIII
ABSTRAK IX-X
ABSTRACT XI-XII
CHAPTER 1 INTRODUCTION
1.0 Introduction 1-2
1.1 Background 3-5
1.2 Problem Statement 5
1.3 Research Objectives 6
1.4 Research Questions 6-7
1.5 Significance of Study 7-8
CHAPTER 2 LITERATURE REVIEW
2.0 Introduction 9
2.1
References: LIST OF TABLES Table 2.1: Size of the Global Spa Industry, 2007 10 Table 2.2: Global Spa Facilities by type, 2007 13 Table 2.3: Global Spa Facilities by Region, 2007 16 Table 2.4: Spa Facilities in Europe, 2007 17 Table 2.5: Spa Facilities in North America, 2007 18 Table 2.6: Spa Facilities in Asia Pacific, 2007 21 Table 2.7: Percentage of Spa Facilities, 2007 27 Figure 2.1: Global Distribution of Spas, by Type of Spa, 2007 14 Figure 2.2: Revenues of Spas Worldwide, by Type of Spa, 2007 14 Figure 2.3: Employment by Spas Worldwide, by Type of Spa, 2007 15 Figure 2.4: Spa Industry Growth since 2002 to 2007 23 Figure 2.7: Average of Treatment Room in Spa, 2007 26 Figure 2.8: Hierarchy Chart of the Spa and Med Beauty at The Saujana 31IX spiritualize, travel, and work (Scott, 2005). Rising levels of income, education, and sophistication among travellers and consumers worldwide have dramatically elevated and desires of modern consumers (The Global Spa Economy 2007). As interest in physical well-being increases, spa therapy has become popular among consumers and has been recommended by many medical specialists (Koh, 2009)