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Impact of relations between employees and customers to the customers’ positive word-of-mouth in real estate industry

Author

Listed:
  • Phan Nhat Nam

    (Ho Chi Minh City Open University, Vietnam)

  • Nguyen Minh Ha

    (Ho Chi Minh City Open University, Vietnam)

  • Nguyen Huu Dung

    (Ho Chi Minh City Open University, Vietnam)

Abstract

The study aims to explore and measure the relationship between employees and customers impacting positively to the word-of-mouth of customers who bought house from the real estate developers in Ho Chi Minh City. The study was based on survey data from 300 customers who bought house from the real estate developers in Ho Chi Minh City and using techniques of Cronbach Alpha analysis and Exploratory Factor Analysis (EFA). The study shows 4 factors of customer relationship affecting positively customers’ word-of-mouth, including: (1) Familiarity; (2) Personal connection; (3) Care; (4) Trust. From the findings, the study suggests some policy implications to the real estate developers to improve the customers’ positive word-of-mouth.

Suggested Citation

  • Phan Nhat Nam & Nguyen Minh Ha & Nguyen Huu Dung, 2015. "Impact of relations between employees and customers to the customers’ positive word-of-mouth in real estate industry," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 5(2), pages 17-28.
    • Handle: RePEc:bjw:econen:v:5:y:2015:i:2:p:17-28
    DOI: 10.46223/HCMCOUJS.econ.en.5.2.63.2015
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