Mellanmannens strävan att uppnå kundtillfredsställelse: en studie i hur mellanmannen arbetar för att uppnå kundtillfredsställelse åt två parter
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
SUMMARYLevel: This is a final thesis for a bachelor degree in Business Administration. The thesis is oriented in the field of marketing and written at the University of Gävle.Author: Niklas EnlundDate: January 2014Tutor: Lars -Johan Åge, Jonas Molin & Jens Eklinder - FrickTitle: Intermediaries pursuit to achieve customer satisfaction - A study in how the agent works with factors to achieve customer satisfaction against two opposite parties.Purpose: The purpose of this thesis is to analyze the intermediary perspective how different factors affect the intermediaries working method to achieve customer satisfaction against two opposite parties.Research question: How do real estate agents work with the four factors; informant, routines, intentions and competences? That is how real estate agents can work; like a good informant, after good practice, bringing together the parties intentions and with their skills. How does the real estate agent work with the factors related to the theories connected to the four factors? Are any of the factors more commonly used by real estate agents?Method: The thesis is based on a scientific theory in the field of marketing and focused on the topic how the agent is committed to achieve customer satisfaction against two opposite parties. The empirical study was conducted with semi-structured interviews of 10 real estate agents. The interviews were conducted during December 2013. The interviews were transcribed by recording and were examined in their similarities and differences between their responses.Conclusion: The results of this study suggest that the study of factors affects the acting of the real estate agent as an intermediary. Factors affects agents in different ways, therefore intermediaries value the factors in different ways, in their efforts to achieve customer satisfaction. All of the respondents work with all factors, although these influence intermediaries work in a more or less comprehensive way. It can be concluded that the intermediaries approach to the factors tends to be affected in two different ways. It was found that real estate agents work with the factors to achieve the purpose of customer satisfaction partly by getting the parties to feel safe and to achieve results. Most respondents work with the factors in order to create comfort for the parties.3Contributions: The thesis contribution to the field is an academic approach how intermediaries can work to achieve customer satisfaction towards two opposite parties.Limitations and suggestions for future research: The study includes interviews with 10 real estate agents which may affect its generalizability. The results are therefore not expected to be generalized to individual real estate agents, but rather contribute with a picture of a method how to work with the factors. It would be interesting for further research to investigate how intermediaries work with different factors other areas than interaction. Another interesting approach would be to analyze what the buyer and seller consider as customer satisfaction in the intermediaries work with the studied factors.Keywords: intermediaries, customer satisfaction, interaction, real estate broker
Place, publisher, year, edition, pages
2013. , 72 p.
IdentifiersURN: urn:nbn:se:hig:diva-16358Archive number: FE1: 22/2014OAI: oai:DiVA.org:hig-16358DiVA: diva2:698510
Subject / course
Real estate brokering