Abstract
This study examines service quality in the residential real estate brokerage industryfollowing the significant changes in technology, licensing laws, and agency reform thathave occurred in the last decade. Seven dimensions were statistically confirmed asrelevant to measuring overall service quality. Tangibles, reliability, responsiveness, andempathy dimensions were statistically significant in the structural equation model. Also,there are significant positive relationships between overall service quality and both "usingthe firm again" and "recommending the firm to others." When compared to previousresearch, the findings suggest that the impact of various service quality dimensions haschanged since the early 1990s.
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