| Summary: | 碩士 === 國立交通大學 === 管理科學研究所 === 86 === The main point of paper is to evaluate overall real estate
brokerage servicequality (SQ) by both service process and
outcome quality. Service process quality is construct by SQ gap
5 of PZB SQ model. Service outcome quality is construct by
customers satisfactions about three dimensions including selling
price ,spent timeand transaction process. As the economy in
Taiwan continues properously, the service industry of real
estate brokerage grows fast. But there''sstill cognition gaps and
troubles between customers and real estatebrokers andagents,
although most of realtors try to improve service quality. Above,
it describe a phonomenon that customers are unsatisfied with
service that provided by realtors and real estate brokers. The
characteristics of services provided by realtors are
customizing,interacting frequently and closely between seller
,buyer and realtors,uncertainly service results, and involving
with wide scope of specialized knowledge in service process.
General public can''t easily evaluate the entire service quality
whether is good enough or not.At the same time,most of
literatures focus on only evaluating service process ,not
including service outcomes and results. The results of research
are following:1.The expectation level of service attributes by
those that never reached the service provided by realtors is
higher than those reached. The importance of service attributes
is indifferent. 2.Overall real estate SQ perceived by customers
is related to both service process quality and service outcomes
quality. And thecorrelation-coefficient between overall SQ and
service outcome quality is higher than coefficient between
overall SQ and service process quality.
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