부동산중개서비스 만족요인 분석

Abstract

The purpose of this study is to suggest an alternative of brokerage service analyzing the satisfaction of the brokerage service targeting clients who had visited and served from realtor’s office. In order to suggest an alternative, it is important to understand which service factors of realtors make the clients satisfied and what they consider as important factors. Considering these points, this study investigated the level of satisfaction of 287 clients who had visited and served from realtor’s office in Seoul, Gyeonggi-do, Gangwon-do, Chungcheong-do, Gyeongsang-do and Jeolla-do, etc.. All statistical analysis was done by the Multivariate General Linear Model(Multivariate GLM). As a result, while the clients are satisfied with holding plenty of real estate and counseling clients in detail, they are not satisfied with handling business rapidly and locating realtor's office conveniently. Therefore, in order to satisfy the clients, it's important that the realtor is holding plenty of real estate and counseling clients in detail. Also, important factors for satisfaction are asking for the commission in law, locating realtor's office conveniently and using the public transportation and the parking lot easily. The realtor must get the knowledge, provide the plenty of real estate precisely and open the terms of the transaction clearly. Also, protecting the personal information, dealing with the dissatisfaction quickly and protecting the promise are the important factors improving satisfaction.