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Client Satisfaction in a Real Estate Business: A Survey Analysis

Sita C. Amba‐Rao (Indiana University at Kokomo)

American Journal of Business

ISSN: 1935-5181

Article publication date: 28 October 1991



In order to understand the service component in the real estate business, an exploratory study was conducted. A sample of clients of a real estate firm in a midwestern city was surveyed by a mail questionnaire. Client perceptions of experienced service and their satisfaction with the service were examined. Five service factors were found to be related to client satisfaction: expectations, communication, relationship, effectiveness and knowledge. Of these, expectations had the most influence. Expectations refer to the role of the sales associate and the sale/purchase transaction. Analysis included implications for research and practice.



Amba‐Rao, S.C. (1991), "Client Satisfaction in a Real Estate Business: A Survey Analysis", American Journal of Business, Vol. 6 No. 2, pp. 27-32.




Copyright © 1991, MCB UP Limited

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