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/lp/emerald-publishing/client-satisfaction-in-a-real-estate-business-a-survey-analysis-vHoLZ0PNFc
- 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