By applying the process utilized in the development of a generic service quality measurement instrument (SERVQUAL), an instrument to measure perceived levels of satisfaction with real estate brokerage service quality (RESERV) is developed. The RESERV instrument contains thirty-one items in seven dimensions and exhibits both high internal consistency and convergent validity. The findings, based upon a survey of home sellers, support the notion that the real estate brokerage industry is not unique and, as a result, can benefit from the extensive body of knowledge available in other service industries.
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Nelson et al. (1995) studied this question.
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