| Real estate agency plays an important role in real estate market. With the increasingly fierce market competition, service quality of real estate agency becomes the core of market competition. Service quality control is the core of real estate agency company management and decides profit,competitiveness and customer's satisfaction.So the study on service quality could help service enterprises to get market competition advantage.This article firstly introduces the research intention and background, and summarize the history and current situation of service quality at home and abroad. Secondly it provides an overview of the related conceptions and the conditions of JS Real Estate Agency Company. Thirdly this article introduces the service qullity measurement of service quality of real estate agency company. Based on SERVQUAL Scale and Service Quality Gap Model which could successfully measure service quality of service enterprises, combined with the basic condition of JS Real Estate Agency Company,I work out the principles of service quality evaluation and put forward a questionaire for JS Real Estate Agency Company to investigate customer perceptions and expectations about the service quality of JS Real Estate Agency Company. According to the result of customer's evaluation, the exsiting problems and causes concering to the service quality are analyzed. In the end, according to the service quality gaps, suggestions are put forward to help JS Real Estate Agency Company improve the service quality. The suggestions are to enhance the awareness of the personalized service, to improve the staff quality, to enhance customer relationship management, to optimize the physical display, to manage pledges effectively, to do service recovery work, and to have customer education.This article is directed at existing problems and has practical significance, and help JS Real Estate Agency Company to improve the customer's satisfaction and enhance the competitiveness. |
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