This study provides an analysis of the real estate brokerage industry for the purposes of identifying the determinants of service quality, the level of service quality, and possible service quality improvement measures. Factor analysis of survey response data is used to develop an empirical application of a theoretical service quality model.Except for rank order, real estate service quality determinants are found to match those in other industries. Real estate service quality met expectations in three areas, and was below expectations in two areas. Salesperson performance evaluation measures are suggested to improve service quality.
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Johnson et al. (1988) studied this question.
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