The quality of service delivery by the estate agency industry in Bloemfontein

Abstract

'n Groot hoeveelheid eiendomsagente het tot die eiendomsagentskapsbedryf toegetree in die laaste paar jaar. Tersel fdertyd het die kliënte se beoordeling van die kwaliteit van dienslewering deur eiendomsagente in die bedryf 'n afwaartse neiging getoon. Hierdie persepsie van swak kwaliteit lei tot 'n negatiewe impak op die bedryf. Navorsing gedurende 2004 het uitgewys dat kliënte in die Bloemfontein streek oor die algemeen nie tevrede is met die gehalte van dienslewering deur eiendomsagente in die bedryf nie. Respondente het sekere areas waar verbeterde hoë vlak dienslewering kan plaasvind, uitgewys. Hierdie navorsing en aanbevelings het dit moontlik gemaak om 'n model te ontwikkel vir die verkryging van maksimale tevredenheid van beide kopers en verkopers.

A large number of estate agents entered the real estate industry in the last few years. At the same time the client rating of the quality of services offered by estate agents in the industry followed a downward trend. This perception of poor quality is causing a negative impact on the industry. Research done in 2004 has identified that clients within the Bloemfontein region are generally not satisfied with the level of service delivery by estate agents within the industry. Respondents did identify certain areas that could be improved in order for estate agents to deliver a superior level of service. On the basis of this research and recommendations, it was possible to develop a model of the service delivery that will maximise the satisfaction of both buyers and sellers.