Examining the Relationship between Service Remedy and Customer Satisfaction: A Study of Hainan Province Real Estate Enterprises

Li Qinwei
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Li Qinwei: Asia Metropolitan University (AMU), Malaysia.

International Journal of Science and Business, 2023, vol. 24, issue 1, 16-28

Abstract: This research paper investigates how service remedies affect customer satisfaction and competitiveness of real estate companies in Hainan Province under the internet environment. Service failures are inevitable, and the study suggests that real estate service enterprises should implement appropriate measures and strategies to remedy these failures. The study proposes a model that links service remedies and customer satisfaction based on fairness theory. The study further divides service remedies into three categories: material, spiritual, and information remedies. The study also adds the dimension of informational justice to the basis of distribution, interaction, and procedural justice, and suggests that service failure attribution can moderate the relationship between service remedy and perceived justice. The study collected data through a professional questionnaire website, implemented surveys, and tested the model and hypotheses using factor analysis and structural equation modeling. Based on the study's conclusions, management suggestions for real estate service enterprises in Hainan Province are proposed to enhance their competitiveness and performance in the real estate industry.

Keywords: Service remedy; Customer satisfaction; Perceived justice; Failure attribution; Hainan; Real estate. (search for similar items in EconPapers)
Date: 2023
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