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An Investigation of Service Delivery: the Difference Between Front-line Employees' and Customer's Perception of the Service Delivery Within the New Zealand Real Estate Industry

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Thesis(531.03 KB)

Date

2004

Authors

Supervisor

Glynn, Mark

Item type

Thesis

Degree name

Master of Business

Journal Title

Journal ISSN

Volume Title

Publisher

Auckland University of Technology

Abstract

The aim of this thesis is to investigate the difference between front-line employees' perception of service versus the customer's perception of the service delivery within the New Zealand Real Estate Industry. This research examines the service perception of the service delivery within the real estate industry using an exploratory study, pre-test and a survey. The lack of knowledge within real estate particularly around the importance of services has been a major motivator for this research. In reviewing the literature, a substantial amount of literature was available on service delivery however there was a gap in the literature on the service delivery in the real estate industry. This research addresses this gap through analysing the real estate industry, focusing on the Auckland market. Four dimensions of service were identified using SERVQUAL. Findings from the factor analysis showed that employees and clients have different perceptions of service. The management implications are wide and will positively impact the industry. For the industry, increasing service delivery will ensure the industry gains a more professional image and standing within New Zealand business.

Description

Keywords

Customer services, Customer relations, Consumer satisfaction, Real estate agents, Real estate business, Business

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DOI

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Permanent link

https://hdl.handle.net/10292/40

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Masters Theses