Measuring Service Quality with Instrument Variation in an SEM Framework

36 Pages Posted: 18 Mar 2011

See all articles by Vicky L. Seiler

Vicky L. Seiler

Johns Hopkins University

Michael Seiler

College of William and Mary - Finance

Aaron Douglas Arndt

affiliation not provided to SSRN

Graeme Newell

Western Sydney University - School of Economics and Finance

James R. Webb

Cleveland State University

Date Written: March 13, 2011

Abstract

The purpose of this study is to refine the real estate service quality scale, called RESERV, developed by Nelson and Nelson (1995). RESERV is examined for scale parsimony and for items measuring service expectations. This study is the first to simultaneously compare the three types of service quality items, 1) perceptions of service quality, 2) the gap between perceived service quality and service expectations, and 3) perceived service quality given expectations. It is found that the 7-dimension RESERV scale has slightly better predictive power but poorer parsimonious fit compared to the single dimension ‘Professionalism.’ Because of the length and complexity of the purchasing process in real estate, the version of the scale measuring only perceptions of service quality is better suited to real estate than versions which try to incorporate service expectations.

Keywords: Service Quality, Structural Equation Modeling, Residential Real Estate Brokerage

Suggested Citation

Seiler, Vicky L. and Seiler, Michael and Arndt, Aaron Douglas and Newell, Graeme and Webb, James R., Measuring Service Quality with Instrument Variation in an SEM Framework (March 13, 2011). Journal of Housing Research, Vol. 19, No. 1, 2010. Available at SSRN: https://ssrn.com/abstract=1784783

Vicky L. Seiler

Johns Hopkins University ( email )

Baltimore, MD 20036-1984
United States

Michael Seiler (Contact Author)

College of William and Mary - Finance ( email )

VA
United States

HOME PAGE: http://mason.wm.edu/faculty/directory/seiler_m.php

Aaron Douglas Arndt

affiliation not provided to SSRN ( email )

Graeme Newell

Western Sydney University - School of Economics and Finance ( email )

Locked Bag
Penrith South DC, NSW 1797
Australia

James R. Webb

Cleveland State University ( email )

1860 E. 18th St., BU 327E
Cleveland, OH 44115
United States
216-687-4716 (Phone)
216-687-4716 (Fax)

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