Assessment of Real Estate Brokerage Service Quality with a Practicing Professional's Instrument

Posted: 4 Oct 2000

See all articles by Vicky L. Seiler

Vicky L. Seiler

Johns Hopkins University

James R. Webb

Cleveland State University

Thomas W. Whipple

Cleveland State University - Department of Marketing

Abstract

This study explores factors that affect service quality for a large residential real estate brokerage firm in a diverse midwestern city. It examines the extent to which overall service quality influences homebuyers to recommend the brokerage firm and to use the firm for future transactions. A Linear Structural Relations model is fit to data using the firm's service quality instrument. Results indicate statistically significant relationships between both agent characteristics and the tangible aspects of the firm, and three measures of overall service quality. Implications for the real estate industry are discussed and suggestions for improvement and future research are provided.

Suggested Citation

Seiler, Vicky L. and Webb, James R. and Whipple, Thomas W., Assessment of Real Estate Brokerage Service Quality with a Practicing Professional's Instrument. Journal of Real Estate Research, Vol. 20, Issues 1 and 2, September 2000. Available at SSRN: https://ssrn.com/abstract=240755

Vicky L. Seiler (Contact Author)

Johns Hopkins University ( email )

Baltimore, MD 20036-1984
United States

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)

Thomas W. Whipple

Cleveland State University - Department of Marketing ( email )

1860 E. 18th St., BU 4458
Cleveland, OH 44115
United States
216-687-4775 (Phone)

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