An Examination of Service Quality, Transaction Costs and Sales Ethics among Real Estate Advertising Sales Agents

Shu-Man You (), Chun-Chang Lee () and Ming-Hsun Tseng ()
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Shu-Man You: Department of Real Estate and Built Environment, National Taipei University, Taiwan; No. 151, University Rd., San Shia District, New Taipei City, 23741 Taiwan
Chun-Chang Lee: Department of Real Estate Management, National Pingtung Institute of Commerce, Taiwan; No. 51, Min Sheng E. Rd., Pingtung City, 90004 Taiwan; Phone: +886 8 7238700 Ext. 6203; Fax: +886 8 7222236;
Ming-Hsun Tseng: Department of Real Estate and Built Environment, National Taipei University, Taiwan; No. 151, University Rd., San Shia District, New Taipei City, 23741 Taiwan; Phone: +886 2 26748189 Ext. 67403; Fax: +886 2 86715308

International Real Estate Review, 2012, vol. 15, issue 2, 189-214

Abstract: This paper combines the transaction cost model, the sales ethics model and the service quality model as the theoretical foundations for evaluating house buyer satisfaction with their real estate advertising sales agents. This study uses a convenience sampling method with the population of sold-out building projects and new home projects in all administrative areas of Kaohsiung. The empirical results show that the reasons for agency problems and transaction costs affect the transaction costs of house buyers and the ethics of advertising sales agents. Furthermore, agents who provide better service are associated with more satisfied house buyers with stronger intentions. Finally, sales ethics have a significant influence on transaction costs as well as customer satisfaction and complaints.

Keywords: Service quality; Reasons for agency problems and transaction costs; Transaction costs; Sales ethics (search for similar items in EconPapers)
JEL-codes: L85 (search for similar items in EconPapers)
Date: 2012
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