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RESERV: An Instrument for Measuring Real Estate Brokerage Service Quality

By applying the process utilized in the development of a generic service quality measurement instrument (SERVQUAL), an instrument to measure perceived levels of satisfaction with real estate brokerage service quality (RESERV) is developed. The RESERV instrument contains thirty-one items in seven dimensions and exhibits both high internal consistency and convergent validity. The findings, based upon a survey of home sellers, supports the notion that the real estate brokerage industry is not unique and, as a result, can benefit from the extensive body of knowledge available in other service industries.

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File URL: http://pages.jh.edu/jrer/papers/pdf/past/vol10n01/v10p099.pdf
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Article provided by American Real Estate Society in its journal Journal of Real Estate Research.

Volume (Year): 10 (1995)
Issue (Month): 1 ()
Pages: 99-114

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Handle: RePEc:jre:issued:v:10:n:1:1995:p:99-114
Contact details of provider: Postal: American Real Estate Society Clemson University School of Business & Behavioral Science Department of Finance 401 Sirrine Hall Clemson, SC 29634-1323
Web page: http://www.aresnet.org/Email:

Order Information: Postal: Diane Quarles American Real Estate Society Manager of Member Services Clemson University Box 341323 Clemson, SC 29634-1323
Web: http://pages.jh.edu/jrer/about/get.htm Email:


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  1. J.R. McDaniel & Marc A. Louargand, 1994. "Real Estate Brokerage Service Quality: An Examination," Journal of Real Estate Research, American Real Estate Society, vol. 9(3), pages 339-352.
  2. Theron R. Nelson & Susan Logan Nelson, 1988. "Franchise Affiliation and Brokerage Firm Selection: A Perceptual Investigation," Journal of Real Estate Research, American Real Estate Society, vol. 3(2), pages 87-107.
  3. Linda L. Johnson & Michael J. Dotson & B.J. Dunlap, 1988. "Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry," Journal of Real Estate Research, American Real Estate Society, vol. 3(2), pages 21-36.
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