본 연구는 중개서비스에 있어서 고객만족과 서비스성과를 위한 결과품질, 과정품질, 환경품질 간의 차이점과 영향 요인을 규명하는 것이다. 본 연구는 조사분석에 초점을 두고, 분석자료는 설문지로 수집하였다. 조사내용은 부동산중개, 고객만족도, 서비스 성과로 구성하고, 거래 행태의 차이와 변수의 특성과 구조적 관계는 AMOS19,을 통하여 분석하였다. 분석결과 부동산 중개서비스품질과 고객만족도, 서비스 성과는 거래목적과 형태에 따라서 영향관계가 다르게 나타났으며, 거래가격과는 상관이 없음을 보였다. 결론적으로 거래목적인 투자는 결과품질과 환경품질이 고객만족도에 영향을 미치고, 서비스성과에는 결과품질만이 영향을 미치는 것으로 밝혀졌다. 또한 거래목적이 임대수익인 경우 결과품질만이 고객만족도에 영향을 미치는 것으로 나타났으며, 실수요 거래인 경우는 결과품질과 물리적 환경품질이 고객만족도에 영향을 미치는 것으로 확인되었다.

1. CONTENTS (1) RESEARCH OBJECTIVES This study conducted multi group analysis to address the determinant and difference of transaction behavior regarding the structural relation between result quality, process quality, physical environment quality for customer satisfaction and service result in real estate brokerage service. (2) RESEARCH METHOD This study was focused on survey analysis. The data for this analysis were collected from the questionnaire. This questionnaire consisted of the quality of real estate brokerage, customer satisfaction, and service result. Structural relationship of the variables and difference by transaction behavior were analyzed by AMOS 18.0. (3) RESEARCH FINDINGS It is appeared that there was no structural difference regarding transaction price while real estate brokerage service quality, customer satisfaction and service result had different structural relations depending on transaction purposes and transaction types. 2. RESULTS In the result, only result quality had an effect on customer satisfaction when investment was the purpose of transaction however, both result quality and physical environment had an effect on customer satisfaction. Also, only result quality had an effect on customer satisfaction when the purpose of transaction was lease or monthly rental while result quality and physical environment had an effect on customer satisfaction when the purpose of transaction was trading.