IDEAS home Printed from https://ideas.repec.org/a/jre/issued/v3n21988p21-36.html
   My bibliography  Save this article

Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry

Author

Abstract

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.

Suggested Citation

  • Linda L. Johnson & Michael J. Dotson & B.J. Dunlap, 1988. "Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry," Journal of Real Estate Research, American Real Estate Society, vol. 3(2), pages 21-36.
    • Handle: RePEc:jre:issued:v:3:n:2:1988:p:21-36
    as

    Download full text from publisher

    File URL: http://pages.jh.edu/jrer/papers/pdf/past/vol03n02/v03p021.pdf
    File Function: Full text
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. G. Stacy Sirmans & Philip G. Swicegood, 1997. "Determinants of Real Estate Licensee Income," Journal of Real Estate Research, American Real Estate Society, vol. 14(2), pages 137-154.
    2. Funmilayo Moyinola Araloyin & OJO Olatoye, 2011. "Factors Affecting the Provision of Quality Service in Real Estate Agency in Lagos Metropolis, Nigeria," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 2(1), pages 71-79, February.
    3. John D. Benjamin & G. Donald Jud & G. Stacy Sirmans, 2000. "Real Estate Brokerage and the Hosting Market: An Annotated Bibliography," Journal of Real Estate Research, American Real Estate Society, vol. 20(1), pages 217-278.
    4. James R. Webb, 2000. "An Inquiry into the Professional Self Image of Real Estate Agents," Journal of Real Estate Research, American Real Estate Society, vol. 20(1), pages 153-177.
    5. Badri, Masood A., 2001. "A combined AHP-GP model for quality control systems," International Journal of Production Economics, Elsevier, vol. 72(1), pages 27-40, June.
    6. Koerner, Melissa M., 2000. "The Conceptual Domain of Service Quality for Inpatient Nursing Services," Journal of Business Research, Elsevier, vol. 48(3), pages 267-283, June.
    7. Donald R. Epley, 2001. "US Real Estate Agent Income and Commercial/Investment Activities," Journal of Real Estate Research, American Real Estate Society, vol. 21(3), pages 221-244.
    8. G. Stacy Sirmans & Philip G. Swicegood, 2000. "Determining Real Estate Licensee Income," Journal of Real Estate Research, American Real Estate Society, vol. 20(1), pages 189-204.
    9. J.R. McDaniel & Marc A. Louargand, 1994. "Real Estate Brokerage Service Quality: An Examination," Journal of Real Estate Research, American Real Estate Society, vol. 9(3), pages 339-352.
    10. Florin Alexandru LUCA & Claudia Ioana CIOBANU, 2016. "Relationship Quality In Real Estate Companies," SEA - Practical Application of Science, Romanian Foundation for Business Intelligence, Editorial Department, issue 10, pages 91-98, April.
    11. Susan Logan Nelson & Theron R. Nelson, 1995. "RESERV: An Instrument for Measuring Real Estate Brokerage Service Quality," Journal of Real Estate Research, American Real Estate Society, vol. 10(1), pages 99-114.
    12. John D. Benjamin & G. Donald Jud & G. Stacy Sirmans, 2000. "What Do We Know About Real Estate Brokerage?," Journal of Real Estate Research, American Real Estate Society, vol. 20(1), pages 5-30.
    13. T.L. Tyler Yang & Joseph W. Trefzger & Lawrence F. Sherman, 1997. "A Microeconomic Study of Commercial Real Estate Brokerage Firms," Journal of Real Estate Research, American Real Estate Society, vol. 13(2), pages 177-194.
    14. Vicky L. Seiler & Michael J. Seiler & James R. Webb, 2006. "Impact of Homebuyer Characteristics on Service Quality in Real Estate Brokerage," International Real Estate Review, Global Social Science Institute, vol. 9(1), pages 44-61.

    More about this item

    JEL classification:

    • L85 - Industrial Organization - - Industry Studies: Services - - - Real Estate Services

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:jre:issued:v:3:n:2:1988:p:21-36. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: JRER Graduate Assistant/Webmaster (email available below). General contact details of provider: http://www.aresnet.org/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.