A Study On Real Estate Service Recovery And Its Effect Of Empirical Research With Customer Satisfaction Under Environment Of Internet

The real estate enterprises with increasingly sharp competition under market economy environment. Customer satisfaction as an important part of the core competitiveness, it has a direct impact on the effectiveness and reputation of the enterprise. However, service failure cannot be avoided. In the face of service failure, the enterprise should take the corresponding measures and strategies to carry out the service recovery. With the continuous development of the information age and the network technology, making the implementation of service recovery rely on service providers to use the network platform for a variety of resources possible. Therefore, the use of the Internet to establish the necessary service recovery mechanism, in order to enhance customer satisfaction, which can help real estate enterprises to enhance competitiveness and improve performance.This study is based on the theory of fairness, model between about real estate service recovery and customer satisfaction is constructed under the environment of internet. According to the characteristics of service recovery, the recovery will be refined into material recovery, spiritual recovery and information recovery. On the basis of the original perception justice model, the dimension of information justice is increased. The positive effect of service recovery and perceived justice on customer satisfaction will be affected regulating effect of controlled attribution, attribution, and stability attribution. Based on the information of each dimension of service recovery, perceived justice, service failure attribution, the corresponding scales are designed. The questionnaire survey was carried out through the internet and the data were collected from the survey. The reliability and validity of the scale data were analyzed by AMOS 18.0 and SPSS 19.0 software. Factor analysis, structural equation model analysis are introduced to test the model and its assumptions.Through empirical analysis, this study concluded that:under the environment of internet the real estate service recovery can be divided into 3 dimensions:material recovery, spiritual remedy, information recovery. Perceived justice can be divided into 4 dimensions:distributive justice, procedural justice, interactive justice and information justice. Attribution of service failure can be divided into 3 dimensions:attribution attribution, controllability attribution, stability attribution. Service recovery has a positive effect on customer satisfaction through perceived justice, and service failure attribution has a moderating effect on service recovery and perceived justice.Based on the conclusions, this study put forward some practical suggestions to the real estate service industry in the Internet environment, and lay the theoretical and practical foundation for the development of the real estate service recovery.