This study examines service quality in the residential real estate brokerage industry following the significant changes in technology, licensing laws, and agency reform that have occurred in the last decade. Seven dimensions were statistically confirmed as relevant to measuring overall service quality. Tangibles, reliability, responsiveness, and empathy dimensions were statistically significant in the structural equation model. Also, there are significant positive relationships between overall service quality and both "using the firm again" and "recommending the firm to others." When compared to previous research, the findings suggest that the impact of various service quality dimensions has changed since the early 1990s.
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Seiler et al. (2008) studied this question.
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