摘要
为了清楚了解我国房地产经纪业的服务质量现状,以SERVQUAL模型为基础,开发出了衡量我国房地产经纪业服务质量的量表,并利用该量表对我国房地产经纪业的服务质量进行评价。研究结果表明,我国房地产经纪服务业为顾客提供的服务质量较低,主要体现在信号显示机制不健全、服务过程质量与服务效用差三方面。
In order to completely understand the status of the quality of service of China＇s real estate brokerage industry, based on SERVQUAL model, we developed a measure of evaluating the quality of service of China＇s real estate brokerage industry, and evaluated the quality of service of China＇s real estate brokerage industry by use of the measure. The results showed that China＇s real estate brokerage industry had provided customers with a lower quality of service, which mainly reflected in the unsound signal display mechanism, poor service process quality and poor service effectiveness.
出处
《商业研究》
CSSCI
北大核心
2010年第3期130-133,共4页
Commercial Research
基金
国家自然科学基金资助项日
项目编号:70272049
关键词
服务质量
量表开发与评价
房地产经纪业
the quality of service
measure development and evaluation
the real estate brokerage industry
