Digital Transformation in Real Estate Agency: Customer Experience & Satisfaction
Kosarchuk, Maksim (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025053018558
https://urn.fi/URN:NBN:fi:amk-2025053018558
Tiivistelmä
As digital technology continues to evolve, the real estate sector, which has historically depended on personal interaction and physical presence, is currently undergoing significant changes. This thesis explores the digital transformation undergoing in Erasmus Life Housing, a real estate agency in Portugal specializing in accommodation for international students, with the particular focus on customer experience and satisfaction.
The aim of the research was to identify key factors that could enhance customer experience and satisfaction by examining customer perceptions, expectations, and attitudes regarding the agency’s digital initiatives. The ultimate purpose of this thesis was to offer Erasmus Life Housing valuable customer insights and based on them develop relevant recommendations to enhance the overall quality of its digital services and facilitate a seamless and efficient digital transformation process.
A quantitative research approach was employed, using structured surveys to gather valuable insights from clients of Erasmus Life Housing. The research is mainly descriptive aiming to evaluate customer experience and preferences.
The findings revealed that although Erasmus Life Housing's customers are generally positive to digital innovation, clients are not fully ready for a full-fledged digital transformation. The survey results showed that customers expect user-friendly digital tools, efficient property search, transparency and communication, as well as self-service capabilities, while also emphasizing the importance of preserving direct interaction. Key concerns include data privacy and the potential loss of human connection. Ultimately, the study highlights the need for a balanced approach combining technology and human engagement to ensure a smooth digital transition that meets customer expectations.
The insights gained provide actionable recommendations for Erasmus Life Housing and can contribute to a broader discussion of digital transformation in the real estate industry.
The aim of the research was to identify key factors that could enhance customer experience and satisfaction by examining customer perceptions, expectations, and attitudes regarding the agency’s digital initiatives. The ultimate purpose of this thesis was to offer Erasmus Life Housing valuable customer insights and based on them develop relevant recommendations to enhance the overall quality of its digital services and facilitate a seamless and efficient digital transformation process.
A quantitative research approach was employed, using structured surveys to gather valuable insights from clients of Erasmus Life Housing. The research is mainly descriptive aiming to evaluate customer experience and preferences.
The findings revealed that although Erasmus Life Housing's customers are generally positive to digital innovation, clients are not fully ready for a full-fledged digital transformation. The survey results showed that customers expect user-friendly digital tools, efficient property search, transparency and communication, as well as self-service capabilities, while also emphasizing the importance of preserving direct interaction. Key concerns include data privacy and the potential loss of human connection. Ultimately, the study highlights the need for a balanced approach combining technology and human engagement to ensure a smooth digital transition that meets customer expectations.
The insights gained provide actionable recommendations for Erasmus Life Housing and can contribute to a broader discussion of digital transformation in the real estate industry.