The ability to attract and retain customers through providing excellent service quality is a necessity for any business in every field. However, before a firm can expect to consistently provide high quality service, it must first know how to measure and identify areas of needed improvement. While service quality research has been conducted in most of the major sectors of the economy, the residential real estate brokerage industry is only beginning to incorporate existing knowledge of service quality management. This is especially disconcerting given that real estate is such a large part of local and national economies around the world. The purpose of this thesis is to identify the best instrument that can be used to measure service quality in the residential real estate brokerage industry. The findings reveal that the reliability, responsiveness and empathy dimensions significantly lead to increases in the overall evaluation of service the firm provides. The empathy dimension also significantly causes homebuyers to recommend the firm to others. Additionally, empathy significantly causes the client to use the firm again. Finally, as hypothesized, overall satisfaction leads to both repeat uses of the firm and recommending the firm to a friend. / Doctor of Philosophy (PhD)
| Identifer | oai:union.ndltd.org:ADTP/182345 |
| Date | January 2004 |
| Creators | Seiler, Vicky L., University of Western Sydney, School of Construction, Property and Planning |
| Source Sets | Australiasian Digital Theses Program |
| Language | English |
| Detected Language | English |
| Source | THESIS_XXX_CPP_Seiler_V.xml |
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