Utilizing Net Promoter Score To Assess Customer Satisfaction And Brand Loyalty In The Real Estate Industry Of Thailand

Abstract

This research aimed to examine the net promotion score to gauge customer satisfaction and brand loyalty of Real Estate businesses in Thailand. This research was focused on assessing the loyalty and satisfaction of customers towards the business of residential houses. In Thailand, the real estate market is expected to rise by 6 percent in 2018. The core aspects that lead the housing market comprise of global economy that tend to enhance exports to enhance public investments. The research was emphasized on studying the Net Promoter Score of Home and Condominium businesses. The research adopted a quantitative research method to examine the objectives of the study. The research applied random sampling techniques based on the selective sampling in each region which is urban with housing estates and condominiums dense in the region based on the East, Central, North, West and South. The research comprised of the simple sampling of two housing projects in each provide along with six projects in Bangkok and within its vicinity including around 18 projects. The information for the research paper was collected from the customers who live within housing estates and condominiums in Bangkok. The open-ended research questionnaire was designed based on 5-10 level questionnaire based on customer loyalty and satisfaction. The research concluded that based on customer perspective, this aspect need to be enhanced to have maximum service satisfaction in entire 5 aspects. It is revealed that with high satisfaction level, it would drive to high degree of acceptance, word-of-mouth and recommendation outcome in higher NPS which was confirmed by research that determined the relationship and impact of satisfaction, indicating the statistically significant influence of brand loyalty.