Service delivery quality standards

A comparative survey between estate agents and clients

L. S. Pheng, Adi Irfan Che Ani, Norngainy Mohd Tawil, H. Yuling

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Most clients leave the buying and selling of their homes to the hands of real estate agents. However, through the mass media, issues pertaining to the existence of errant real estate agents surfaced, leaving a poor impression on the professionalism and service quality of the real estate industry in Singapore. Realizing that the ability to provide superior customer service plays a significant role in maintaining a competitive advantage over others, there is a need to assess the performance of real estate agents pertaining to service quality. Survey questionnaire is conducted for the investigation into the service quality of real estate agents. The survey findings showed that while clients held high regard for real estate agents to be accredited, the agents themselves did not. A majority of the clients also felt that the agents were dishonest, unprofessional and unreliable. Hence, through this assessment, real estate agents can assess their own performance, seek improvements in areas they did not fare well in and bring service delivery standards up another notch.

Original languageEnglish
Title of host publicationInternational Conference on Energy, Environment, Devices, Systems, Communications, Computers, EEDSCC'11
Pages36-43
Number of pages8
Publication statusPublished - 2011
EventInternational Conference on Energy, Environment, Devices, Systems, Communications, Computers, EEDSCC'11 - Venice
Duration: 8 Mar 201110 Mar 2011

Other

OtherInternational Conference on Energy, Environment, Devices, Systems, Communications, Computers, EEDSCC'11
CityVenice
Period8/3/1110/3/11

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Quality of service
Sales
Industry

Keywords

  • Agency
  • Customer satisfaction
  • Ethics
  • Professionalism
  • Real estate
  • Service quality
  • Singapore

ASJC Scopus subject areas

  • Computer Networks and Communications
  • Energy Engineering and Power Technology
  • Environmental Engineering

Cite this

Pheng, L. S., Che Ani, A. I., Mohd Tawil, N., & Yuling, H. (2011). Service delivery quality standards: A comparative survey between estate agents and clients. In International Conference on Energy, Environment, Devices, Systems, Communications, Computers, EEDSCC'11 (pp. 36-43)

Service delivery quality standards : A comparative survey between estate agents and clients. / Pheng, L. S.; Che Ani, Adi Irfan; Mohd Tawil, Norngainy; Yuling, H.

International Conference on Energy, Environment, Devices, Systems, Communications, Computers, EEDSCC'11. 2011. p. 36-43.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Pheng, LS, Che Ani, AI, Mohd Tawil, N & Yuling, H 2011, Service delivery quality standards: A comparative survey between estate agents and clients. in International Conference on Energy, Environment, Devices, Systems, Communications, Computers, EEDSCC'11. pp. 36-43, International Conference on Energy, Environment, Devices, Systems, Communications, Computers, EEDSCC'11, Venice, 8/3/11.
Pheng LS, Che Ani AI, Mohd Tawil N, Yuling H. Service delivery quality standards: A comparative survey between estate agents and clients. In International Conference on Energy, Environment, Devices, Systems, Communications, Computers, EEDSCC'11. 2011. p. 36-43
Pheng, L. S. ; Che Ani, Adi Irfan ; Mohd Tawil, Norngainy ; Yuling, H. / Service delivery quality standards : A comparative survey between estate agents and clients. International Conference on Energy, Environment, Devices, Systems, Communications, Computers, EEDSCC'11. 2011. pp. 36-43
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