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Relationskvalitet i fastighetsmäklarbranschen
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies.
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies.
2013 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Den här studien demonstrerar vilka effekter en säljares kompetens, serviceprestation och etiska beteende har på relationskvaliteten till kunder inom fastighetsmäklarbranschen, samt vilka effekter ett företagets rykte och prestation har på relationskvaliteten till kunder i fastighetsmäklarbranschen. Undersökningen genomförs för att få en förståelse för hur relationerna fördelar sig på företagen och försäljarna. Med en kvalitativ metod har undersökningen gjorts i form av intervjuer, med tio stycken kunder som har sålt deras bostäder inom de senaste två åren. Resultatet visade att kunderna har starkare relation till fastighetsmäklarna än till företagen. De flesta kunderna har inte upplevt någon relation alls till företagen, när kunderna står inför att sälja sin bostad, väljer de oftast fastighetsmäklaren oberoende av vilket företag dessa arbetar för. Den starkaste komponenten för att stärka relationskvaliteten till kunderna har visat sig vara säljarens serviceprestation.

Abstract [en]

This study demonstrates the effects of salesperson expertise, service performance and ethical behavior on relationship quality to customers in the real estate brokerage industry, and the impact corporate reputation and corporate performance have on relationship quality to customers in the real estate brokerage industry. The survey was conducted to gain an understanding of how relationships are divided into companies and salespersons. With a qualitative approach, the examination has been made by interviewing ten customers who have sold their properties within the last two years. The results showed that customers have stronger relationship with the real estate agents than with the companies. Most customers have not experienced any relation at all to the company, when the customers face to sell their properties, they usually choose the real estate agent regardless of which company they work for. The strongest component to enhance the relationship quality to customers has proven to be the seller's service performance.

Place, publisher, year, edition, pages
2013. , 36 p.
Keyword [en]
relationship quality; corporate reputation; brand; serviceperformance; salesperson expertise; ethics; loyalty; commitment
Keyword [sv]
relationskvalitet; företagsrykte; varumärke; serviceprestation; säljarkompetens; etik; lojalitet; åtagande
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hig:diva-14421Archive number: FE1: 61/2013OAI: oai:DiVA.org:hig-14421DiVA: diva2:627414
Subject / course
Business administration
Educational program
Real estate brokering
Supervisors
Examiners
Available from: 2013-07-09 Created: 2013-06-11 Last updated: 2013-07-09Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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Output format
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