부동산 중개서비스 품질이 고객의 재이용 의도에 미치는 영향에 관한 연구

• 영문명: A Study on the Impact of the Quality of Real Estate Service Affects Customer to Reuse.
• 발행기관: 한국부동산학회
• 저자명: 신광식(Shin, Kwang Shig) 최민섭(Choi, Min Seub)
• 간행물 정보: 『부동산학보』不動産學報 第36輯, 240~261쪽, 전체 22쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.02.15

영문 초록

1. CONTENTS (1) RESEARCH OBJECTIVES Intent to develop the measure tools of the real estate service quality. For this work. I need to make an order of the work that let experts of real estate market and customers experience the common quality measure first, and then develop the new quality model and the measure. I will also prove the relation between intention of reuse the service and the word of mouth effect. (2) RESEARCH METHOD First, I will research the literatures of service quality measure and arrange them. Second, in order to make details reasonable, I will complement the research through the in-depth interview by the experts group. Third, make a survey to customers with a final evaluation list in order to figure out the actual document. Then, sample the factor include convergent validity and discriminant validity through the sampling analysis which is one of the diversity statistical techniques. Finally, I proved the research hypothesis about the effects of reuse the real estate service and the word of mouth effect through a parameter such as customer satisfaction from real estate service component in the real estate service market factor analysis. (3) RESEARCH FINDINGS From the essays and academic reports in the customer service area, I have done several researches of service quality valuation, the way to approach the service quality, characteristic of the service quality, evaluate model and evaluate measure of the service quality. Also, I decided the components of real estate service quality which affect customer satisfaction as the ability of realtors, consumer trust, service value and physical environment. Moreover, I did research service and the word of mouth effect those affect real estate service satisfaction. 2. RESULTS With review of existing literature, actual and standard statistics research about how wervice quality in the real estate market affect intention of reuse the service and the word of mouth effect, several results are found. In results, ability of realtors, consumer trust, service value, physical environment are proved to affect the customer satisfaction rate. Also, the fact has confirmed that if customers satisfied with the service, they intend to reuse the service and inform to others. 3 .KEY WORDS Real Estate Service Quality, Customer satisfaction, Intention of reuse, Ability of realtor, Consumer trust, Physical environment.

목차

Ⅰ. 서 론

Ⅱ. 문헌 고찰

Ⅲ. 부동산중개업 현황

Ⅳ. 실증분석

Ⅴ. 결 론

abstract

참고문헌

키워드

Real Estate Service Quality Customer satisfaction Intention of reuse Ability of realtor Consumer trust Physical environment.