부동산중개서비스의 요인이 서비스성과에 미치는 영향에 관한 연구 - 중개업자와 고객 간의 서비스만족에 대한 인식차이를 중심으로 -
A Study on the Effect of the Service Factors on The Result of Real Estate Business - Focusing on the difference between the broker and the customer satisfaction -
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The real estate market is sensitive to economic fluctuations, but has shown a steady upward trend and competition between real estate broker has seen a further fierce. Therefore, the customer-oriented service is required to cope with the diversified customer needs. This study examines each factor in order to compare the customer's satisfaction with the broker, analyzes of the impact of each factor on satisfaction. Also check the satisfaction of customer satisfaction with the service I feel that the participating in the study. Thus, this study wants to offer complementary things to ensure the broker has a competitive advantage. This study is largely made up of three steps. First, the customers and the brokers were the survey to evaluate the degree of customer satisfaction for each factor which is classified into three, namely, human services and material services, systemic services. Second, this study analyzes the mutual recognition between customer satisfaction with the customer satisfaction to think the service providers themselves about brokerage services. Third, it attempts to analyze factors affecting customer satisfaction and revisiting intention.
Abstract
The real estate market is sensitive to economic fluctuations, but has shown a steady upward trend and competition between real estate broker has seen a further fierce. Therefore, the customer-oriented service is required to cope with the diversified customer needs. This study examines each factor in order to compare the customer's satisfaction with the broker, analyzes of the impact of each factor on satisfaction. Also check the satisfaction of customer satisfaction with the service I feel that the participating in the study. Thus, this study wants to offer complementary things to ensure the broker has a competitive advantage. This study is largely made up of three steps. First, the customers and the brokers were the survey to evaluate the degree of customer satisfaction for each factor which is classified into three, namely, human services and material services, systemic services. Second, this study analyzes the mutual recognition between customer satisfaction with the customer satisfaction to think the service providers themselves about brokerage services. Third, it attempts to analyze factors affecting customer satisfaction and revisiting intention.
참고문헌 (17)
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