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Title: Gap analysis between the customer's expectations and satisfaction of real estate sector using the SERVQUAL model

Authors: Narendra Singh; Mukul Gupta; Pushpa Singh

Addresses: GL Bajaj Institute of Management and Research, Greater Noida, UP, India ' GL Bajaj Institute of Management and Research, Greater Noida, UP, India ' Department of Computer Science and Information Technology, KIET Group of Institutions, Delhi-NCR, Ghaziabad, India

Abstract: The research is focused on understanding the level of service quality gap which exists between the customer's expectation level and satisfaction level for real estate services in Delhi NCR region. The gaps in service quality are identified and analysed with the help of the SERVQUAL model which examines the five dimensions of service quality namely tangibles, reliability, responsiveness, assurance, and empathy. The sample for the study comprises those respondents who bought a house or flat in the last two-year or planning to buy in the upcoming years. Data is collected using a questionnaire with 36 questions and each the dimension of service quality is measured on a seven-point Likert scale. The gap in service quality between expectation level and satisfaction level is calculated by subtracting the expectation score from satisfaction score. The paper also identifies suggestions and measures to minimise these gaps and ways to bring beneficial changes in the perception of customer service experience towards real estate sector of Delhi NCR's.

Keywords: SERVQUAL; customer expectation; customer satisfaction; gap analysis; SPSS V23; real estate sector of Delhi-NCR.

DOI: 10.1504/IJICBM.2021.10037553

International Journal of Indian Culture and Business Management, 2022 Vol.25 No.1, pp.1 - 16

Received: 08 Oct 2020
Accepted: 03 Jan 2021

Published online: 17 Feb 2022 *

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