SERVICE QUALITY CONCERNS OF FARMERS SELLING THEIR PROPERTY THROUGH REAL ESTATE AGENCIES

In a period of economic prosperity, the real estate market is very active. The demand for real estate is causing the growth of prices, thus inducing people to sell their properties. As the easiest and often most convenient way of selling the property is partnering a real estate company, even 95 per cent of sales are provided through the mediation. However, the increasing demand in services is often leading to the decrease in service quality. It is worth mentioning that, while the amount of real estate agencies is increasing, service quality becomes the main competitive advantage for companies. In order to contribute to a body of knowledge on service quality, this research deals with a problem: what service quality is provided by real estate agencies to farmers selling their properties, and what service quality dimensions have to be improved. The research aims to establish the undermanaged dimensions of service quality obtained by Lithuanian farmers selling their property through real estate agencies. The determination of latter dimensions is crucial for real estate agencies achieving to successfully compete in the market of real estate in Lithuania. In order to reach the aim of the research, previously elaborated service quality models were analysed and adapted to a current research framework. The questionnaire survey was provided to establish a model of service quality real estate agencies expected by farmers selling their property. Finally, the four-dimensional REASQ model was established.