Gap analysis between the customer's expectations and satisfaction of real estate sector using the SERVQUAL model

Narendra Singh, Mukul Gupta and Pushpa Singh

International Journal of Indian Culture and Business Management, 2022, vol. 25, issue 1, 1-16

Abstract: The research is focused on understanding the level of service quality gap which exists between the customer's expectation level and satisfaction level for real estate services in Delhi NCR region. The gaps in service quality are identified and analysed with the help of the SERVQUAL model which examines the five dimensions of service quality namely tangibles, reliability, responsiveness, assurance, and empathy. The sample for the study comprises those respondents who bought a house or flat in the last two-year or planning to buy in the upcoming years. Data is collected using a questionnaire with 36 questions and each the dimension of service quality is measured on a seven-point Likert scale. The gap in service quality between expectation level and satisfaction level is calculated by subtracting the expectation score from satisfaction score. The paper also identifies suggestions and measures to minimise these gaps and ways to bring beneficial changes in the perception of customer service experience towards real estate sector of Delhi NCR's.

Keywords: SERVQUAL; customer expectation; customer satisfaction; gap analysis; SPSS V23; real estate sector of Delhi-NCR. (search for similar items in EconPapers)
Date: 2022
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=120921 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijicbm:v:25:y:2022:i:1:p:1-16

Access Statistics for this article

More articles in International Journal of Indian Culture and Business Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().