Assessing the service quality attributes of New San Jose Builders Inc. as perceived by its sales agents and unit owners

College

Ramon V. Del Rosario College of Business

Document Type

Archival Material/Manuscript

Publication Date

2015

Abstract

Real estate has become a global trend and a lucrative form of asset that makes it attractive to offer to a client. It also evolved from giving the fundamental human needs of providing shelter into having an innovative style of convenience and a strong desire of comfort towards living. The objective of this study is to assess how the sales agents and unit owners perceive the service quality attributes of New San Jose Builders, Inc. using the four significant factors from the SERVQUAL namely: Tangibility, Empathy, Reliability and Responsiveness. 120 respondents from three New San Jose Builders Inc. projects were chosen for this study. Each respondent went through a survey process using a self-structured. Likert scale type questionnaire which consisted of statements that reflect their perception regarding each service quality attribute. The results indicate that New San Jose Builders, Inc. provided outstanding service quality in terms of tangibility that was perceived by bothe sales agents and clients/unit owners. This reflects the company's ability to efficiently deliver the commitment that they have promised to them. However, the company failed to commit in the attribute of responsiveness. This reflects the company's lack of concern when dealing with issues from the clients/unit owners.

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Disciplines

Business Administration, Management, and Operations

Note

Date of publication/creation supplied

Keywords

Customer services—Quality control; Customer services—Evaluation

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