 |
| Assessment of Real Estate Brokerage Service
Quality with a Practicing Professional's Instrument Author: Vicky L. Seiler, James R. Webb and Thomas W. Whipple Start Page: 105 Abstract: This study
explores factors that affect service quality for a large residential real estate brokerage
in a diverse midwestern city. It examines the extent to which overall service quality
influences homebuyers to recommend the brokerage firm and to use the firm for future
transactions. A Linear Structural Relations model is fit to data using the firm's service
quality instrument. Results indicate statistically significant relationships between both
agent characteristics and the tangible aspects of the firm, and three measures of overall
service quality. Implications for the real estate industry are discussed and suggestions
for improvement and future research are provided. |
