Title

The Impact Of Demographics On New Homebuyer Service Satisfaction

Keywords

Demographics; Homebuyer Satisfaction; Service Attributes; Service Quality

Abstract

While homebuilders traditionally think of customer service in terms of upgrades and mortgage options, homebuyers are thought to view service on a much broader basis. Previous research has identified five dimensions of service quality: appearance, reliability, timeliness, knowledge, and empathy of the builder. Homebuyer satisfaction with service is then the result of homebuilders providing services that are perceived as meeting or exceeding buyer expectations. This paper describes an exploratory study that focused on customer satisfaction with service quality. The objective of this study was to assess the impact of various demographic factors on homebuyer expectations and their perceptions of service. Homebuyer demographic characteristics considered in the study included age. household income, house purchase price and house size. Results indicate that homebuyer expectations are influenced by their household income, purchase price and house size. Service satisfaction was found to vary by homeowner age, purchase price and household income.

Publication Date

12-1-2004

Publication Title

IIE Annual Conference and Exhibition 2004

Number of Pages

25-30

Document Type

Article; Proceedings Paper

Personal Identifier

scopus

Socpus ID

30044442954 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/30044442954

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