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

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