부동산 온라인 감정평가 서비스 품질에 관한 연구
A Study on the Service Quality of Online Appraisal for Real Estate
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Online appraisal supports the overall appraisal process so that the swift and accurate appraisal services may be enabled, by systematizing all the process of transmitting appraisal requests and appraisal reports between financial institutions and appraisers. Also, the internet-based network points to the nationwide service, prevents appraisal errors through the appraisals by appraisers who have the information on local field and carries out the user-oriented appraisal services with the rational and appropriate fee and the fast processing term. these are compared with the process of offline-based appraisal, which is performed with the existing methods. The purposes of this study are to identify the factors that affect the quality of online appraisal services,to determine the effects of these service quality factors on customer's satisfaction and, in turn, to determine the effect of customer's satisfaction on the customer's intent to obtain once again such services from the same company. Six factors that affect the quality of online appraisal services have also been identified, namely：response, security, convenience, credibility, swiftness and fee propriety. After analyzing the effects of the factors affecting the quality of online appraisal services on customer's satisfaction, it was found that the factors of security, swiftness and fee propriety enhance customer's satisfaction. On the other hand, it was found that these customer's satisfaction enhances the customer's intent to obtain once again such services from the same company. As a result of this study, it is confirmed that security, swiftness and fee propriety are the useful strategy factors of online appraisal services. It is hoped that the results of this study will be helpful to the overall real estate services as well as online appraisal services and online real estate services.
Abstract
Online appraisal supports the overall appraisal process so that the swift and accurate appraisal services may be enabled, by systematizing all the process of transmitting appraisal requests and appraisal reports between financial institutions and appraisers. Also, the internet-based network points to the nationwide service, prevents appraisal errors through the appraisals by appraisers who have the information on local field and carries out the user-oriented appraisal services with the rational and appropriate fee and the fast processing term. these are compared with the process of offline-based appraisal, which is performed with the existing methods. The purposes of this study are to identify the factors that affect the quality of online appraisal services,to determine the effects of these service quality factors on customer's satisfaction and, in turn, to determine the effect of customer's satisfaction on the customer's intent to obtain once again such services from the same company. Six factors that affect the quality of online appraisal services have also been identified, namely：response, security, convenience, credibility, swiftness and fee propriety. After analyzing the effects of the factors affecting the quality of online appraisal services on customer's satisfaction, it was found that the factors of security, swiftness and fee propriety enhance customer's satisfaction. On the other hand, it was found that these customer's satisfaction enhances the customer's intent to obtain once again such services from the same company. As a result of this study, it is confirmed that security, swiftness and fee propriety are the useful strategy factors of online appraisal services. It is hoped that the results of this study will be helpful to the overall real estate services as well as online appraisal services and online real estate services.
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