A corporate client’s perspective of service quality in property valuation

Abstract

This study explores the dimensions of service quality in property valuation from the perspective of corporate clients to identify the key factors that drive client satisfaction and trust in the valuation process. A qualitative research design rooted in social constructionist epistemology was employed. Semi-structured interviews were conducted with corporate clients in Auckland, New Zealand, spanning diverse sectors, such as banking, property development, and the government. The interviews were analysed using a six-stage thematic analysis, which enabled the capture of nuanced perceptions and experiences related to valuation service quality. The analysis revealed five central themes: achievement of valuation objectives, strong professional competence, rigorous methodological approach, clarity of valuation reports and adherence to professional standards. Clients emphasised the significance of accurate market comparability, balancing analytical and intuitive judgement, providing clear and concise reporting, and maintaining robust quality assurance processes. Theoretically, this study reinforces the existing service quality frameworks while underscoring the need for industry-specific property valuation adaptations. It offers valuable insights into enhancing service delivery through improved communication, transparency, and adherence to professional standards, ultimately fostering long-term client trust and competitive differentiation among service providers.