Funmilayo Araloyin

Service Quality Delivery in Real Estate Agency in Lagos Metropolis: Quality Issues in Estate Agency Funmilayo Araloyin

This study appraised service quality delivery in real estate agency and examined the factors affecting the provision of quality service in Lagos metropolis with a view to enhancing service delivery in real estate agency market. Data were collected using two sets of questionnaires. The first set of questionnaire was administered on real estate service providers and the second set of questionnaire was administered on real estate service consumers. The study showed that agent's reputation was the most important factor that real estate service consumers considered in making decisions on the choice of estate agent. Also, consumers perceived estate agents to have performed fairly well in terms of consistent courtesy and regular neatness in their appearances. The study further showed that the consumers were of the opinion that real estate agency services needed to be improved. The study concluded that real estate agency service delivery in the study area was above average but could be improved upon with proper regulations to govern the practice of estate agency, improvement in real estate firms' reputations and more continuing education programmes.