Professional Ethics and Quality of Brokerage Services in Real Estate Market in Bulgaria: Gap or Alignment with Client Expectations

Abstract

The article examines the relationship between professional ethics, perceived service quality and client expectations in real estate brokerage in Bulgaria. The title of the article defines a dual research perspective – on the one hand, the normative principles of professional ethics, and on the other – the actual perception of quality and its alignment with client expectations. The empirical basis includes a standardised survey of 439 clients of real estate agencies, conducted in 2024 – 2026, applying the adapted PropertyQual-Agency model. The results indicate that overall perceived quality is moderately high, but significant deficits have been identified in professional competence and post-sale support. More than half of respondents report ethical deficits in communication and information provision. Recommendations are formulated for enhancing transparency, professional training, internal control and consumer protection.