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Customer Satisfaction on Service Quality of Real Estate Agencies: An Empirical Analysis with reference to Kochi Corporation Area of Kerala State in India
The quality of service provided by real estate agencies to their customers has recently been gained utmost importance in the emerging markets like India. Real estate agencies act as an intermediary for buying and selling of real estate and allied services. This study makes an analysis of the percept...
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| Formato: | Printed Book |
| Publicado em: |
International Journal of Management, IT and Engineering
2013
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| Acesso em linha: | http://10.26.1.76/ks/004676.pdf |
| Resumo: | The quality of service provided by real estate agencies to their customers has recently been
gained utmost importance in the emerging markets like India. Real estate agencies act as an
intermediary for buying and selling of real estate and allied services. This study makes an
analysis of the perception of real estate customers regarding the quality of services provided by
such agencies with special reference to Kochi (formerly, Cochin) Corporation area in Ernakulam
District in Kerala, the southern-most state in the Indian union. Accordingly, the study seeks to
identify the drivers of customer satisfaction and hence create better awareness regarding among
the real estate agencies regarding these factors; so that these agencies can serve their customers
better by improving their service quality. The data collection for this study has been through the
use of self-administered questionnaires. A survey of 257 real estate customers has revealed as to
what sort of service quality do they really expects from their respective agencies. This study has
considered six key factors viz. (i) real estate agent‟s goodwill, (ii) real estate property, (iii)
information delivery, (iv) behaviour of agents, (v) punctuality, and (vi) emergency services. The results from statistical analysis indicate that all the above factors lead to customer satisfaction.
Among these six factors, the real estate agent‟s goodwill is the most significant factor and
emergency services is the least significant factor in deciding the satisfaction level of the
customers; though all these factors together decide the overall satisfaction level of the customers.
In view of the above, the authors suggest that agencies have to redesign their products and
service delivery model, giving due respect to the above factors in their existing business. |
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| Descrição Física: | Volume 3, Issue 6 |