Factors Affecting the Provision of Quality Service in Real Estate Agency in Lagos Metropolis, Nigeria

Abstract

Real estate firms attempting to increase and retain their customers need to know the factors contributing to customers’ satisfaction and retention. This study investigate into real estate agency market with the purposes of identifying factors that affect quality in service provision and possible factors contributing to customers’ satisfaction and retention in real estate agency. This study uses survey questionnaires to obtain information from real estate consumers. This sample size consisted of two hundred and three (203) real estate consumers in Lagos metropolis. A survey of 203 real estate consumers revealed the important items that affect quality in service delivery in real estate agency in the study area. The study found that the most important thing affecting quality in real estate agent is the agent’s reputation. The study concluded that a reputable real estate agent will have more satisfied clients and attract repeat businesses.