Due to the oversupply of real estate agents and excessive competition among them, real estate brokerage is demanding higher quality service than before, therefore, it became necessary for brokerage offices to improve customer satisfaction and service ... Due to the oversupply of real estate agents and excessive competition among them, real estate brokerage is demanding higher quality service than before, therefore, it became necessary for brokerage offices to improve customer satisfaction and service quality of real estate brokerage more and more in order to survive on their own. The redevelopment area of Gwangju metropolitan city, which is the target area for this study, is the area where the improvement of real estate brokerage service is required due to the increasing interest of the customers driven by the construction of the National Asian Cultural Complex and the successive redevelopment of the Donggu area, and this study intended to search for the direction of better brokerage service that satisfies customer needs and to suggest the direction for the development of real estate brokerage service by deriving the implications to study regarding the phenomena and quality enhancement of brokerage service through the empirical analysis on what kind of impact the factors of service quality have on customer satisfaction, re-use intention and recommendation intention in the process of real estate brokerage service. The research model starts with the assumption that the internal environment, accessibility, professionalism, kindness, and interaction services, which are the qualities of brokerage service, affect the customer satisfaction and re-use intention, and the results of analysis and their implications are summarized as follows. First, internal environment and kindness did not have any positive (/) influence on customer satisfaction. This result was opposite to those of (Lee, Myeong-Suk (2016), Chang Seong-Dae (2010) and others. This is determined to be because, unlike existing studies, this study surveyed the redevelopment area, therefore, the indoor environment such as indoor temperature and indoor ventilation as well as kindness properties such as hospitality and impression did not affect the real estate brokerage service. Second, accessibility, expertise, and interaction services had a positive (/) impact on customer satisfaction. When the perception on the relative importance was examined, interaction was determined to be most important followed by professionalism and accessibility in order. When customers visit the brokerage offices in a redevelopment area, as in the case of new cities, the majority of them tend to buy the purchase right of presold buildings by construction companies. In this way, what was most influential on customer satisfaction was the interaction with the other party to buy real estate at the desired price, followed by the consultation with law and investment, offering of information, professionalism to grasp accurate market trend and easy accessibility in order. Third, customer satisfaction had a positive (/) influence on re-use intention. It turned out that the customers reused the brokerage agency they used if it was satisfactory and it also had a positive word-of-mouth effect on their acquaintances. The limitations of this study are as follows. First, there may exist various other variables than internal environment, accessibility, professionalism, kindness and interaction factors, which were dealt with, to be the causes for real estate brokerage service. The studies with measured variables with more extensive range are required. Second, since the survey was conducted only targeting the customers who have used the brokerage service in the redevelopment area in Dong-gu in Gwangju Metropolitan City, there may be a limitation in generalizing the result to the other areas at national level. Therefore, in future research, it will be necessary to overcome the regional limit by carrying out the empirical surveys on the customers for real estate brokerage offices at the more extended nationwide level. ，韩语论文题目，韩语毕业论文 |
