The service industry has been growing fast as national economies grew therefore becoming a major contributor to national gross domestic products (GDP). This growth in the services sector has led to questions around the issue of service quality. The aim of this study was to identify the determinants of service, assess the level of service quality in commercial real estate leasing and identify possible quality improvement measures. In carrying out the study, the service quality model developed by Parasuraman, Zeithaml and Berry (1988:14), SERVQUAL, was used. The study was based on the leasing services of the broking department of one of the leading commercial real estate companies operating in Durban. The study was restricted to the Durban market. A non-probabilistic sample of 120 customers was drawn from a list of lease transactions concluded in the last one year. From this sample, 84 questionnaires were successfully completed either by way of a face to face interview or by telephone, showing a response rate of 70 percent. Data was collected using a questionnaire based on the SERVQUAL model and adjusted by the researcher in order to be relevant to the commercial real estate industry. The questionnaire comprised two sections each with 22 questions divided into the five determinants of service quality, which are service tangibles, reliability, responsiveness, assurance and empathy. The first section of 22 questions was on customer expectations of service while the second section of 22 questions was on customer perceptions of service quality received and factor rating at the end. Factor analysis of survey response data was used to analyze the data and draw conclusions. The study findings are that commercial real estate service quality determinants match those in other industries except for rank and order. In general, service quality was found to be below customer expectations and commercial real estate firms need to work on ways to improve it. The study is limited to the specific settings of customers of property brokers in the Durban commercial real estate market. It is uncertain as to whether the findings can be generalized to other areas.
PLACE YOUR ADVERT HERE
- ACCOUNTING PROJECT TOPICS AND MATERIALS3553
- EDUCATION PROJECT TOPICS AND MATERIALS3486
- ENGLISH AND LINGUISTIC PROJECT TOPICS AND MATERIALS2939
- COMPUTER SCIENCE PROJECT TOPICS AND MATERIALS FINAL YEAR1274
- BANKING AND FINANCE PROJECT TOPICS AND MATERIALS1250
- BUSINESS ADMINISTRATION PROJECT TOPICS AND MATERIALS1236
- EDUCATION FOUNDATION GUIDANCE AND COUNSELLING TOPICS AND MATERIALS1045
- ZOOLOGY PROJECT TOPICS AND MATERIALS1002
- MASS COMMUNICATION PROJECT TOPICS AND MATERIALS1001
- ANIMAL SCIENCE PROJECT TOPICS AND MATERIALS978
- LAW PROJECT TOPICS AND MATERIALS896
- ARTS EDUCATION PROJECT TOPICS AND MATERIALS844
- MARKETING PROJECT TOPICS AND MATERIALS690
- AGRICULTURAL EXTENSION PROJECT TOPICS AND MATERIALS676
- PUBLIC ADMINISTRATION PROJECT TOPICS AND MATERIALS654
LATEST PROJECTS
STUDIES ON SOME ASPECTS OF ANTHRACNOSE-BLIGHT-DIEBACK COMPLEX OF CULTIVARS OF GRAPEVINES (VITIS SPP.) IN...
GENETIC VARIABILITY STUDIES OF TWENTY POTATO GENOTYPES
RELATIONSHIP OF HAEMOGLOBIN AND POTASSIUM POLYMORPHISM WITH CONFORMATION, MILK PRODUCTION AND BLOOD BIOCHEMICAL PROFILES...
ADOPTION OF AGRICULTURAL INNOVATIONS AMONG MEMBERS AND NON-MEMBERS OF WOMEN CO-OPERATIVE SOCIETIES IN OJU...
SMALL FARMER CREDIT WITH PARTICULAR REFERENCE TO NIGERIA
DISCLAIMER
All undertaking works, records and reports posted on this website, modishproject.com are the property/copyright of their individual proprietors. They are for research reference/direction purposes and the works are publicly supported. Do not present another person’s work as your own to maintain a strategic distance from counterfeiting its results. Use it as a guide and not to duplicate the work in exactly the same words (verbatim). modishproject.com is a vault of exploration works simply like academia.edu, researchgate.net, scribd.com, docsity.com, coursehero and numerous different stages where clients transfer works. The paid membership on modishproject.com is a method by which the site is kept up to help Open Education. In the event that you see your work posted here, and you need it to be eliminated/credited, it would be ideal if you call us on +2348053692035 or send us a mail along with the web address linked to the work, to [email protected]. We will answer to and honor each solicitation. Kindly note notification it might take up to 24 - 48 hours to handle your solicitation.