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Article
Publication date: 28 October 1991

Sita C. Amba‐Rao

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…

Abstract

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.

Details

American Journal of Business, vol. 6 no. 2
Type: Research Article
ISSN: 1935-5181

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Article
Publication date: 28 October 1994

Sita C. Amba‐Rao and Jatinder N.D. Gupta

Clients in an accounting firm were surveyed to identify factors relating to client satisfaction in service organizations. Four independent variables …

Abstract

Clients in an accounting firm were surveyed to identify factors relating to client satisfaction in service organizations. Four independent variables ‐ communication,responsiveness, service quality, and effectiveness ‐ correlated with, and explained the variance in client satisfaction. Interpretation and implications for business practice are discussed and practical guidelines for enhancing client satisfaction are offered.

Details

American Journal of Business, vol. 9 no. 2
Type: Research Article
ISSN: 1935-5181

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