Geethika Jayarathna: Understanding Valuation Service Quality in a Developing Market

<p dir="ltr">In service industries, delivering high-quality service is essential for success and long-term sustainability in today’s competitive, customer-focused markets. However, service providers often struggle to understand the performance level to ensure high-quality, particularly when engaging with clients. Therefore, a proper understanding of service quality is crucial for improving services. In valuation services as a global profession, understanding quality can significantly influence the success of the profession. While the existing valuation literature addresses service quality in developed markets, there is a lack of comprehensive knowledge about how it is understood in developing markets. This research addresses this gap by exploring valuers's and clients's perspectives on service quality in a developing market. Employing grounded theory methodology, the study utilises semi-structured, in-depth interviews with registered property valuers and their clients in Sri Lanka. Ultimately, this research seeks to build a theory for understanding service quality in the valuation profession within developing markets.</p>