The Influences of Relationship Marketing in the Housing Brokerage Market

Tsung-Ju Yang, Yi-Chen Tu, Ching-Sung Shen

Abstract


Many companies and salesmen try to build and maintain long-term relationship with their customer. The influences of relationship marketing activities are important issue of the housing brokerage Market. The aims of study are to learn the impacts of relationship marketing on customer satisfaction and customer loyalty in the housing brokerage Market. The researchers survey the customers and use the regression analysis method to test the relationships between relationship marketing, customer satisfaction and customer loyalty in Taiwan. The research results show that the relationship marketing positively impacts on customer satisfaction and customer loyalty, then customer satisfaction positively impacts on customer loyalty. Customer satisfaction plays a mediating role between relationship marketing and customer loyalty. Besides, the study confirm that brokers’ expertise moderates the relationship of relationship marketing process. The findings suggest that the brokers’ relationship marketing and expertise empirically impact on the customers.

Keywords


Housing Brokerage Market, Relationship Marketing, Customer Satisfaction, Customer Loyalty

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