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Client Satisfaction in a Real Estate Business: A Survey Analysis

Client Satisfaction in a Real Estate Business: A Survey Analysis In order to understand the service component in the real estate business, an exploratory study was conducted. A sample of clients of a real estate firm in a midwestern city was surveyed by a mail questionnaire. Client perceptions of experienced service and their satisfaction with the service were examined. Five service factors were found to be related to client satisfaction: expectations, communication, relationship, effectiveness and knowledge. Of these, expectations had the most influence. Expectations refer to the role of the sales associate and the sale/purchase transaction. Analysis included implications for research and practice. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png American Journal of Business Emerald Publishing

Client Satisfaction in a Real Estate Business: A Survey Analysis

Sita C. Amba‐Rao
American Journal of Business , Volume 6 (2): 6 – Jan 1, 1991
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Publisher
Emerald Publishing
Copyright
Copyright © 1991 MCB UP Ltd. All rights reserved.
ISSN
1935-5181
DOI
10.1108/19355181199100014
Publisher site
See Article on Publisher Site

Abstract

In order to understand the service component in the real estate business, an exploratory study was conducted. A sample of clients of a real estate firm in a midwestern city was surveyed by a mail questionnaire. Client perceptions of experienced service and their satisfaction with the service were examined. Five service factors were found to be related to client satisfaction: expectations, communication, relationship, effectiveness and knowledge. Of these, expectations had the most influence. Expectations refer to the role of the sales associate and the sale/purchase transaction. Analysis included implications for research and practice.

Journal

American Journal of Business – Emerald Publishing

Published: Jan 1, 1991

Keywords: Real estate business; Service component; Client perceptions; Service satisfaction

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