| Summary: | 碩士 === 美和科技大學 === 經營管理研究所 === 99 === Real estate brokerage is a prospective and highly profitable business. Customers’ satisfaction is essential. Since the current market of brokers has become saturated, each must have strategic methods and an established competitive edge in order to attract customers and grow. These ideas have led to this study “Research on factors influencing customers’ satisfaction in service quality at Dat Xanh real estate agency.”
This research aims to: (1) Determination of impacts and relative importance of impacts to customers’ satisfaction over the quality of real estate brokerage service at DatXanh trading floor; (2). Evaluation of customers’ satisfaction from exploitation of real estate brokerage service at DatXanh trading floor; (3). Suggestion for improvement of real estate brokerage service at DatXanh trading floor. factors affecting customer satisfaction DatXanh company include: (1) Reliability, (2)Responsiveness, (3) Assurance, (4) Empathy: (5) Tangibility, (6) Price, (7) Brand reputation; To explain the three research objectives authors conducted research topics through the following steps; Research progress in two periods: preliminary research and official research. Preliminary research is in progress with quantitative methods through customers’ direct interview.
This step discovers factors that impact customers’ satisfaction besides the factors given in the research model. Official research is in progress with qualitative methods through question tables. This step evaluates measured scales, determines important levels of factors, estimate customers’ satisfaction and also tests the theory above. All of these problems will be presented in the following five chapters.
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