Impacts of service quality on customer satisfaction in the real estate market in Ho Chi Minh City
Published: July 27, 2026
Abstract
Vietnam’s real estate industry has developed significantly in recent years. However, the real estate market has faced many challenges, especially during and after the COVID-19 pandemic. Rising real estate prices have made it more difficult for people, particularly those with middle and low incomes, to access housing. This study surveyed 212 customers of real estate companies operating in Ho Chi Minh City. The findings reveal that all five proposed service quality factors—assurance, reliability, tangibility, understanding and responsiveness—positively affect customer satisfaction. Based on these findings, the study proposes several managerial implications to improve service quality and enhance customer satisfaction in the real estate sector.
Keywords
real estate industryservice qualitycustomer satisfactionHo Chi Minh City
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