Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry

Linda L. Johnson, Michael J. Dotson () and B.J. Dunlap
Additional contact information
Linda L. Johnson: Graduate School of Business University of North Carolina, Chapel Hill Chapel Hill, North Carolina 27514, http://www.kenanflagler.unc.edu/
Michael J. Dotson: Marketing Department Walker College of Business Appalachian State University Boone, North Carolina 28608, http://www.business.appstate.edu/mkt/
B.J. Dunlap: Department of Management & Marketing Western Carolina University Cullowhee, North Carolina 28723, http://www.wcu.edu/cob/index.html

Journal of Real Estate Research, 1988, vol. 3, issue 2, 21-36

Abstract: This study provides an analysis of the real estate brokerage industry for the purposes of identifying the determinants of service quality, the level of service quality, and possible service quality improvement measures. Factor analysis of survey response data is used to develop an empirical application of a theoretical service quality model. Except for rank order, real estate service quality determinants are found to match those in other industries. Real estate service quality met expectations in three areas, and was below expectations in two areas. Salesperson performance evaluation measures are suggested to improve service quality.

JEL-codes: L85 (search for similar items in EconPapers)
Date: 1988
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Citations: View citations in EconPapers (14)

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