부동산중개 서비스의 고객만족 결정요인에 관한 연구

• 영문명: The Determinants of Customer Satisfaction in Real Estate Brokerage Service
• 발행기관: 한국부동산학회
• 저자명: 곽수환(Kwak, Soo Hwan) 이상석(Lee, Sang Suk)
• 간행물 정보: 『부동산학보』不動産學報 第39輯, 187~201쪽, 전체 15쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2009.12.30

영문 초록

1. CONTENTS (1) RESEARCH OBJECTIVES The object of this study identifies the determinants of customer satisfaction in real estate brokerage service. We could fine the RE-SERVQUAL model by the previous research. This model is a measurement scale that has composed 3 dimensions with 20 items. It was developed for the measurement of real estate brokerage service quality by depth interview and focus group interview. The main object is to test the validity of RE-SERVQUAL model. (2) RESEARCH METHOD The survey research is employed for the customer that have experiences in real estate brokerage service. To check the validity of Re-SERVQUAL model, we used SEM(structural equation model). (3) RESEARCH FINDINGS Three dimensions of real estate brokerage service quality have been identified. Those are the physical environment, the interaction, and the outcome quality. Each dimension has sub-factors, that is, the physical environment factor has the tangible facility and the convenience, the interaction factor has the transaction assurance, the kindness, and the problem solving, and the outcome quality has the reliability and the result quality. 2. RESULTS We found that the RE-SERVQUAL model has the validity for measuring the real estate brokerage service. The next finding is that the outcome quality factor effects on the customer satisfaction. However, the physical environment and the interaction factor didn't.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구모형

Ⅳ. 분석결과

Ⅴ. 결론

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키워드

Real estate Brokerage service Service quality Customer satisfaction