DIGITAL TECHNOLOGY ADOPTION FOR BUSINESS CONTINUITY IN REAL ESTATE AGENCIES DURING COVID-19
DOI:
https://doi.org/10.21837/pm.v23i39.1943Keywords:
Technology Adoption, Real Estate Agencies, COVID-19, Business ContinuityAbstract
The COVID-19 pandemic disrupted real estate agency operations by restricting physical interaction, halting property viewings and forcing estate agents to work remotely. In response, many agencies adopted digital technologies to sustain operations, yet existing research offers fragmented insights into which technologies were adopted and how adoption supported business continuity at the agency level. This study addresses this gap through a qualitative systematic literature review guided by PRISMA, synthesising peer-reviewed studies published between 2020 and 2025. Content analysis was used to identify patterns of digital technology adoption and reported continuity outcomes in real estate agencies during the pandemic. The findings show that agencies primarily adopted operational and interaction-focused technologies, including virtual property tours, cloud-based communication systems, digital documentation and online transaction tools. These technologies supported business continuity by enabling transaction processing, remote coordination and sustained client engagement under movement restrictions. Advanced technologies such as blockchain and integrated PropTech platforms had a limited short-term impact due to cost, regulatory and organisational constraints. Overall, the study demonstrates that business continuity during a crisis depends more on functional fit and ease of integration than on technological sophistication. The findings contribute to planning and real estate literature by clarifying how digital technology adoption supported agency-level continuity during COVID-19 and by providing evidence- based insights relevant to policy, planning practice and real estate agency management in Malaysia.
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