n South African Journal of Economic and Management Sciences - Customer service in the residential property market of South Africa
|Article Title||Customer service in the residential property market of South Africa|
|© Publisher:||University of Pretoria|
|Journal||South African Journal of Economic and Management Sciences|
|Author||Sharon Rudansky-Kloppers and Johan Strydom|
|Publication Date||Mar 2004|
|Pages||58 - 74|
ISI Social Science
An increasing number of estate agencies are entering the real estate market in South Africa and many are struggling to survive as competition grows stronger. Customer service has become of overriding importance to establish a differential advantage that will ensure long-term survival. This study investigates customer service by estate agencies in the residential property market of South Africa. The results indicate that estate agencies seem to be aware of the importance of providing good customer service and of being service-oriented, but they do not always seem to realise the need to conduct marketing research and test the actual satisfaction of customers with the services provided, leaving a potential gap between what the customer wants and what the estate agency provides.
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