RESERV: An Instrument for Measuring Real Estate Brokerage Service Quality

Susan Logan Nelson () and Theron R. Nelson ()
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Susan Logan Nelson: Department of Marketing University of North Dakota Grand Forks, North Dakota 58202, http://bpa.und.nodak.edu/
Theron R. Nelson: Department of Finance University of North Dakota Grand Forks, North Dakota 58202, http://bpa.und.nodak.edu/

Journal of Real Estate Research, 1995, vol. 10, issue 1, pages 99-114

Abstract: By applying the process utilized in the development of a generic service quality measurement instrument (SERVQUAL), an instrument to measure perceived levels of satisfaction with real estate brokerage service quality (RESERV) is developed. The RESERV instrument contains thirty-one items in seven dimensions and exhibits both high internal consistency and convergent validity. The findings, based upon a survey of home sellers, supports the notion that the real estate brokerage industry is not unique and, as a result, can benefit from the extensive body of knowledge available in other service industries.

JEL-codes: L85 (search for similar items in EconPapers)
Date: 1995
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