RESERV: An Instrument for Measuring Real Estate Brokerage Service Quality

Susan Logan Nelson · Theron R. Nelson

73 citations0/0 files storedJournal of Real Estate Research

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Customer Service Quality and Loyalty Housing Market and Economics Consumer Behavior and Marketing Influence

Abstract

By applying the process utilized in the development of a generic service quality measurement instrument (SERVQUAL), an instrument to measure perceived levels of satisfaction with real estate brokerage service quality (RESERV) is developed. The RESERV instrument contains thirty-one items in seven dimensions and exhibits both high internal consistency and convergent validity. The findings, based upon a survey of home sellers, support the notion that the real estate brokerage industry is not unique and, as a result, can benefit from the extensive body of knowledge available in other service industries.

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 1991Refinement and reassessment of the SERVQUAL scale.1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions 1983Classifying Services to Gain Strategic Marketing Insights 1989A Gap Analysis of Professional Service Quality 1986How can service businesses survive and prosper?

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