a review and bibliometric analysis of service quality …€¦ · key words: review, service...

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http://www.iaeme.com/IJM/index.asp 459 [email protected] International Journal of Management (IJM) Volume 11, Issue 8, August 2020, pp. 459-470, Article ID: IJM_11_08_044 Available online at http://www.iaeme.com/IJM/issues.asp?JType=IJM&VType=11&IType=8 ISSN Print: 0976-6502 and ISSN Online: 0976-6510 DOI: 10.34218/IJM.11.8.2020.044 © IAEME Publication Scopus Indexed A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY AND CUSTOMER SATISFACTION BY USING SCOPUS DATABASE Harith Yas*, Ahmad Jusoh, Alhamzah F. Abbas, Abbas Mardani and Khalil Md Nor Azman Hashim International Business School, Universiti Teknologi Malaysia, 81310 Johor Bahru, Johor, Malaysia *Corresponding Author ABSTRACT Service quality, customer satisfaction, and customer loyalty have been a topic of great interest to marketing researchers. This topic is important because it helps in the creation of maintainable competitive advantage and improvement in the financial outcomes of businesses. The purpose of this paper is to offer researchers a systematic view and representing how this topic contributed to the development of effective research channels for future analysis and research on the topic. A bibliometric study and mapping analysis have been written involving 2782 articles on customer loyalty, satisfaction, and service quality in the past decade, from the year 2009 to 2019. From the investigation of the groups, the most applicable exploration discoveries, patterns, and issues arise, recommending intriguing hypothetical and down to earth implications. To the contributors’ information, the bibliometric analysis is applied just because of customer satisfaction, so this is likewise a novel part of the paper to feature, (Chang, et al, 2009). Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith Yas, Ahmad Jusoh, Alhamzah F. Abbas, Abbas Mardani and Khalil Md Nor, A Review and Bibliometric Analysis of Service Quality and Customer Satisfaction by using Scopus Database, International Journal of Management, 11(8), 2020, pp. 459-470. http://www.iaeme.com/IJM/issues.asp?JType=IJM&VType=11&IType=8 1. INTRODUCTION Service quality and customer satisfaction are some of the greatest discussed subjects in advertising writing of a decade ago (Khudhair, Jusoh, Mardani, & Nor, 2019). The incredible enthusiasm for customer satisfaction can be ascribed to its significance in accomplishing maintainable upper hands and money related results, (Kassim and Abdullah, 2010). Customer satisfaction alludes to the inspirational mentalities of clients toward an organization or service

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Page 1: A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY …€¦ · Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith

http://www.iaeme.com/IJM/index.asp 459 [email protected]

International Journal of Management (IJM) Volume 11, Issue 8, August 2020, pp. 459-470, Article ID: IJM_11_08_044

Available online at http://www.iaeme.com/IJM/issues.asp?JType=IJM&VType=11&IType=8

ISSN Print: 0976-6502 and ISSN Online: 0976-6510

DOI: 10.34218/IJM.11.8.2020.044

© IAEME Publication Scopus Indexed

A REVIEW AND BIBLIOMETRIC ANALYSIS OF

SERVICE QUALITY AND CUSTOMER

SATISFACTION BY USING SCOPUS DATABASE

Harith Yas*, Ahmad Jusoh, Alhamzah F. Abbas, Abbas Mardani and Khalil Md Nor

Azman Hashim International Business School, Universiti Teknologi Malaysia,

81310 Johor Bahru, Johor, Malaysia

*Corresponding Author

ABSTRACT

Service quality, customer satisfaction, and customer loyalty have been a topic of

great interest to marketing researchers. This topic is important because it helps in the

creation of maintainable competitive advantage and improvement in the financial

outcomes of businesses. The purpose of this paper is to offer researchers a systematic

view and representing how this topic contributed to the development of effective

research channels for future analysis and research on the topic. A bibliometric study

and mapping analysis have been written involving 2782 articles on customer loyalty,

satisfaction, and service quality in the past decade, from the year 2009 to 2019. From

the investigation of the groups, the most applicable exploration discoveries, patterns,

and issues arise, recommending intriguing hypothetical and down to earth

implications. To the contributors’ information, the bibliometric analysis is applied just

because of customer satisfaction, so this is likewise a novel part of the paper to

feature, (Chang, et al, 2009).

Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus

Database

Cite this Article: Harith Yas, Ahmad Jusoh, Alhamzah F. Abbas, Abbas Mardani and

Khalil Md Nor, A Review and Bibliometric Analysis of Service Quality and Customer

Satisfaction by using Scopus Database, International Journal of Management, 11(8),

2020, pp. 459-470.

http://www.iaeme.com/IJM/issues.asp?JType=IJM&VType=11&IType=8

1. INTRODUCTION

Service quality and customer satisfaction are some of the greatest discussed subjects in

advertising writing of a decade ago (Khudhair, Jusoh, Mardani, & Nor, 2019). The incredible

enthusiasm for customer satisfaction can be ascribed to its significance in accomplishing

maintainable upper hands and money related results, (Kassim and Abdullah, 2010). Customer

satisfaction alludes to the inspirational mentalities of clients toward an organization or service

Page 2: A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY …€¦ · Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith

A Review and Bibliometric Analysis of Service Quality and Customer Satisfaction by using

Scopus Database

http://www.iaeme.com/IJM/index.asp 460 [email protected]

that brings about continued repurchasing practices and in a lower Customer satisfaction to the

cost and the contributions of contenders. Loyal clients are more beneficial than other ones

since they go through additional with the firm and have lower overhauling costs (Juhana, et

al, 2015). Consequently, overseeing and improving client loyalty turns into a key basis for

firms. The service gains extraordinary significance in improving customer satisfaction

through the successful administration of customer satisfaction and service quality. The

passionate connection towards a service makes emotional responsibility that urges buyers to

continually depend on a particular service's contribution repurchase similar services, spread

great words, and not visit contender's stores (Han, et al. 2018). These practices at the last

outcome in customer satisfaction and the enthusiasm for customer satisfaction have brought

about countless commitments on this theme.

The explanation is that customer satisfaction is a complex and complicated idea including

vibrant communications and trades. It is a multidimensional develop and a few troubles arise

in distinguishing its measurements and operationalize them (Khudhair, Jusoh, Mardani, Nor,

& Streimikieneb, 2019. As a matter of first importance, customer loyalty characterized as a

blend of attitudinal and social measurements that make challenges in breaking down it, (Hu,

et al, 2009). Second, a lot of examination has been given to researching its forerunners and

results because satisfaction is identified with other complex factors like purchaser association,

trust, fulfillment, responsibility, furthermore, commitment. Besides, in a years ago, the

advancement of buyers and the improvement of online networking have significantly changed

the customers' practices and the method that they communicate with different customers and

with the company itself, (Kumar, et al, 2009). For researchers, consequently, it is difficult to

distinguish the bearings to which address their endeavors planned for adding to the headway

of the exploration of this theme. This paper intends to give an outline of the exploration

discoveries and patterns by planning the examination field in bunches ready to control the

scientist to the utmost persuasive works, results, and matters that need more bits of

knowledge. This paper gives a bibliometric examination and a planning investigation of the

takes a shot at service quality and customer satisfaction, (McKecnie, et al, 2011).

2. LITERATURE REVIEW

2.1. Service Quality Review Research

Service quality relies upon the capacity of firms to manufacture a solid service character

through corporate correspondence systems, because, as featured by the more positive the

service personality is seen by purchasers, the more good the demeanor shoppers have towards

the service technique, (Hapsari, et al. 2017). A year ago, concerning web-based social

networking, the idea of (on the web) service network rose as the "specific, non-geologically

bound network, because of an organized arrangement of social connections among admirers

of a service". The duty to a service network describes clients with a solid service recognizable

proof, self-ID, and fulfillment with the service, who buy a similar service reliably, (Oh and

Kim, 2017). Service quality is a lot of impression of a customer that distinguishes the

portrayal of the service in his/her brain. A few investigations show that service quality

influences service dependability through service quality, (McKecnie, et al, 2011). The

perceived service quality can be comprehended as the correlation between the company's

presentation and client's desires when the disconfirmation is negative, disappointment is

made, when it is sure, consumer satisfaction is created, in this way expanding customer

loyalty (Khudhair, Jusoh, Mardani, Nor, & Streimikiene, 2019).. The idea of service quality is

firmly identified with that of saw esteem, which is characterized as the shopper's general

assessment of the advantages that are accomplished from an item or administration

Page 3: A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY …€¦ · Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith

Harith Yas, Ahmad Jusoh, Alhamzah F. Abbas, Abbas Mardani and Khalil Md Nor

http://www.iaeme.com/IJM/index.asp 461 [email protected]

consequently of the apparent expense, as far as money related and non-fiscal cost,

(Sureshchandar, et al, 2002).

2.2. Customer Satisfaction Review Research

Customer satisfaction refers to the reaction of customers towards the state of satisfaction or

how they judge their level of satisfaction for the services they receive (Khudhair, Jusoh,

Mardani, Nor, & Streimikiene, 2019). Customer satisfaction is usually based on the

experience of the customer based on the quality of a particular service they receive. Customer

satisfaction and customer loyalty are actually in line with and determined by the service

quality, which an organization provides to its customers, (Al-Tit, 2015). The exploration of

customer satisfaction has delivered fascinating outcomes concerning terms of explanation of

its measurements, (Sureshchandar, et al, 2002). As attitudinal measurements, researchers

have recognized the inclusion and connection to a firm or service and the value resilience,

while conduct measurements, the repurchasing conduct, positive proposals, and verbal.

Nonetheless, it rises that more examinations are required for estimating the consolidated

impacts of the two-class of measurements on dedication. Consumer satisfaction, duty, trust,

and commitment distinguished as the main factors that identify with faithfulness, (Oh and

Kim, 2017). Connections between these factors researched through the meaning of

observational models and quantitative examinations, which show positive relationships

between them. The entirety of the factors applies constructive outcomes on client devotion,

and simultaneously, steadfastness influences all of them. These outcomes propose conquering

the qualification between faithfulness forerunners and results for a thought of the various

factors in a positive hover in which the improvement of one variable triggers a chain response

of upgrades, (Shanka, 2012).

2.3. Service Quality and Customer Satisfaction Review Research

According to Hapsari, et al (2017), a positive relationship between service quality and

customer satisfaction results in maximization of profits that an organization makes. Service

quality is usually derived from the satisfaction of a company’s employees, which has a direct

effect on the quality of service they offer to the customers and hence customer satisfaction.

Taylor and Baker (1994), conducted a study titled “An assessment of the relationship between

service quality and customer satisfaction in the formation of consumer’s purchase intentions”.

According to the research by Taylor and Baker (1994), service quality and customer

satisfaction are key influencing factors to the creation of consumers’ intentions to make

purchases. However, the literature suggests that the specific nature of the relationship between

service quality and customer satisfaction has a direct and positive effect on customer loyalty

(Khudhair, Jusoh, Mardani, Nor, & Streimikiene, 2019).

2.4. Bibliometric Analysis

According to (Abbas et al., 2020), he referred to bibliometrics as the application of

mathematical and statistical methods to books and other means of communication. It uses

quantitative analysis of empirical data in published literature to study the patterns of

publication within a field. This work depends on a bibliometric investigation and planning

investigation of the commitments about service quality and customer satisfaction. These data

collection since it gives a huge favorable position being multidisciplinary and containing

sociologies writing. Initial, a bibliometric investigation directed to recognize the complete

distributions by year, the number of times referred to by year, the most referred to creators,

and beneficial nations. The best ten of the most cited distributions made. In this way, the

logical planning study completed utilizing the software Scopus, which permits the

development of logical guides just as a superior perception of the advancement inside a

Page 4: A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY …€¦ · Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith

A Review and Bibliometric Analysis of Service Quality and Customer Satisfaction by using

Scopus Database

http://www.iaeme.com/IJM/index.asp 462 [email protected]

logical region (Chang, et al. 2009). Scopus gives various modules that help the investigator

lead a science planning work process: a segment that is devoted to the administration of the

information base and its elements, a module answerable for leading the science planning

investigation and a module to picture the created outcomes and guides, (Kumar et al., 2009).

To play out the investigation, the accompanying setup in Scopus built up: discussion as the

unit of examination, co-event investigation as the apparatus to construct the systems, equality

record as the comparability extent to standardize the systems, Jaccard file as the development

measure (Talib et al., 2011). The examination gives an assessment guide to the subject

"customer loyalty and service quality" with the best research and its importance in the

distributions investigated. The importance of the study built up based on three events: records

check, H-Index, and whole references. For each applicable expression of the investigation, a

group of the related publication made, graphically indicating the importance of each

publication in the bunch and the connections between everyone, (Juhana, et al, 2015).

3. METHODOLOGY

3.1. Data Collection

The study collected bibliographic data from the service quality and customer satisfaction

Citation Index by accessing the Scopus bibliographic database bibliographic database

produced by Elsevier. Based on the database launched in 2004, Scopus covers nearly 36,377

titles from approximately 11,678 publishers, of which 34,346 are peer-reviewed journals in

top-level subject fields: life sciences, social sciences, physical sciences and health sciences

(Juhana, 2015). This study selected 10 journals from the database, consisting of seven top

business journals and three top Marketing journals. Combining results of several business

journal-ranking studies.

3.1.1. Data Source and the Search Strategy

Data mining carried out using the Scopus database on July 10 and 12, 2020. The main theme

of this thesis was a review article in the title and abstract that included "Service Quality*"

AND “Customer Satisfaction*". The oldest and most recent dates of publication Returning to

2009, the latest one is from 2019. The search question string used shown in figure 1 below:

Figure 1: Flowchart of gathering data of publications for central and sub-themes

1

•TITLE-ABS-KEY ( "service quality" AND "customer satisfaction" ) AND PUBYEAR > 2008 AND PUBYEAR < 2021 AND ( EXCLUDE ( PUBYEAR , 2020 ) ) , the results of artecils were 2,953

2

•TITLE-ABS-KEY ( "service quality" AND "customer satisfaction" ) AND PUBYEAR > 2008 AND PUBYEAR < 2021 AND ( EXCLUDE ( PUBYEAR , 2020 ) ) AND ( LIMIT-TO ( DOCTYPE , "ar" ) ) AND ( LIMIT-TO ( LANGUAGE , "English" ) ) AND ( LIMIT-TO ( SRCTYPE , "j" ) ) the results of artecils were 2,072

3

•TITLE-ABS-KEY ( "service quality" AND "customer satisfaction" ) AND PUBYEAR > 2008 AND PUBYEAR < 2021 AND ( EXCLUDE ( PUBYEAR , 2020 ) ) AND ( LIMIT-TO ( DOCTYPE , "ar" ) ) AND ( LIMIT-TO ( LANGUAGE , "English" ) ) AND ( LIMIT-TO ( SRCTYPE , "j" ) ) AND ( LIMIT-TO ( SUBJAREA , "BUSI" ) ) document type : Article, and Source type : journals, the final results 1,346

Page 5: A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY …€¦ · Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith

Harith Yas, Ahmad Jusoh, Alhamzah F. Abbas, Abbas Mardani and Khalil Md Nor

http://www.iaeme.com/IJM/index.asp 463 [email protected]

The Single-country publication (S.C.P) information obtained through restriction of search

results to a specific country using the field code AFFILCOUNTRY. Source, author,

affiliation, country/territory, subject area and type of document are dependent on year; the

central theme search results analyzed. Bibliometric metric used for ranking purposes, for

instance, total articles, CiteScore, total citations, and h-index.

3.1.2. The Bibliometric Maps

Citation, bibliography, and author keywords of 1,346 publications have been exported to

VOSviewer (version 1.6.7, Center for Science and Technology Studies, Leiden University,

The Netherlands), a bibliometric mapping and visualization software tool. Maps contain items

generated with VOSviewer. The items are the interest objects in this analysis and the

keywords or countries of the author. There may be a link between any pair of items

connection or relationship between two items. Every relation has a strength, which represents

a positive value for numbers. The higher the publications are beginning of 2010; a strong

interest in service quality and customer satisfaction research indicated. The annual rate of

growth (ARG) grew in 2017, also in 2018 and 2019 it doubled. Annual publications have

since increased steadily, leading to a substantial increase in the cumulative publications

produced. Therefore, the annual publication expected to continue to get up. However, most of

these articles are not freely available, and the user must pay to access the information

contained in them.

3.1.3. Co-authorship Analyzes

For analysis of co-authorship, fifty-two countries associating with nineteen authors were

involved. The involved countries divide into ten clusters with each cluster having a major

country of co-authorship that includes United States, United Kingdom, Australia, Taiwan,

South Korea, China, Hong Kong, Iran, Germany, Malaysia, India, and Italy.

3.1.4. Co-occurrence Analysis

The selected overlay visualization mode for displaying the annual average publishing number

of occurrences and keywords linking strength of the keyword color reflects the document

typical publishing year in which keyword occurs. The minimum keyword occurrences can

analyze up to five in VOSviewer.

3.2. Data Analysis

3.2.1. Research interest in publication output and growth

The study on Scopus yielded 2,953 distributions on service quality and customer satisfaction.

Distributions began from 2009 and developed exponentially, arriving at a pick in 2019. Since

the research was directed in 2018, information identified with the year 2018 is not finished

however taking a gander at the pattern, it is accepted an affirmation of development likewise

for a year ago (Figure 2). References of works about client satisfaction and loyalty go back to

2009 and afterward became throughout the years, indicating a steady development rate

(Figure 2).

Page 6: A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY …€¦ · Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith

A Review and Bibliometric Analysis of Service Quality and Customer Satisfaction by using

Scopus Database

http://www.iaeme.com/IJM/index.asp 464 [email protected]

Figure 2 Total Publications per year

Many researchers around the world work on different fields of service quality and

customer satisfaction. This study affirms that service quality and customer satisfaction studies

focus mainly on 1347 articles that involve business management and accounting. Fields such

as economics, econometrics, and finance found in (213 articles), decision sciences (179

articles), social science in 168 articles, and engineering found in 139 articles. However,

service quality and customer satisfaction is multidisciplinary field classified under the subject

area of Arts and Humanities written in six languages.

3.2.2. preferred Journals

Table 1 below shows the best ten of the most referred to works about customer loyalty and

service quality. From the examination of these publications, it is conceivable to distinguish

the most important exploration points in the writing on customer loyalty. From the findings,

results show that four different publishers own the top ten most competitive journals as shown

in table 1. Amongst the publishers, Emerald Group has published six journals with their

highest journal being International Journal of Applied Business and Economics Research that

was published in serials publications (1273 articles), followed by international journal of

quality and reliability management that produced 391 articles, Total Quality Management and

Business Excellence with 365 articles. Finally, International Journal of Services and

Operations Management and Asia Pacific Journal of Marketing and Logistics followed with

312 and 301 articles respectively.

Table 1 Top 10 of the most cited works on service quality and customer satisfaction

Journal name TP (%) TC Cite

Score

2019

The most cited article (reference) Times

cited

Publisher Journal name

International Journal of

Applied Business and

Economic Research

1,273

69 0.1 An empirical study on patient satisfaction

and patient loyalty on the public hospital in

Bandung, Indonesia

13 Serials

Publications

International Journal of Applied

Business and Economic

Research

International Journal of

Quality and Reliability

Management

391 1,320 3.4 Impact of TQM on the company's

performance

126 Emerald Group

Publishing Ltd

International Journal of Quality

and Reliability Management

Total Quality

Management and

Business Excellence

365 1,672 4.6 The impact of e-service quality, customer

satisfaction and loyalty on e-marketing:

Moderating effect of perceived value

198 Routledge Total Quality Management and

Business Excellence

0

50

100

150

200

250

2019 2018 2017 2016 2015 2014 2013 2012 2011 2010 2009

Service Qulaity and Customer Satisfaction

documents

Page 7: A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY …€¦ · Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith

Harith Yas, Ahmad Jusoh, Alhamzah F. Abbas, Abbas Mardani and Khalil Md Nor

http://www.iaeme.com/IJM/index.asp 465 [email protected]

International Journal of

Services and Operations

Management

312 346 1.1 Total quality management and service

quality: An exploratory study of quality

management practices and barriers in the

service industry

3 Inderscience

Publishers

International Journal of

Services and Operations

Management

Asia Pacific Journal of

Marketing and Logistics

301 1,039 3.5 The effect of perceived service quality

dimensions on customer satisfaction, trust,

and loyalty in e-commerce settings: A

cross-cultural analysis

271 Emerald Group

Publishing Ltd

Asia Pacific Journal of

Marketing and Logistics

International Journal of

Bank Marketing

296 1,393 4.7 Generic technology-based service quality

dimensions in banking: Impact on customer

satisfaction and loyalty

140 Emerald Group

Publishing Ltd

International Journal of Bank

Marketing

Journal of Services

Marketing

282 1,342 4.8 Customer experience management: A

critical review of an emerging idea

167 Emerald Group

Publishing Ltd

Journal of Services Marketing

TQM Journal

225 964 4.3 Investigating the impact of service quality

and customer satisfaction on customer

loyalty in mobile telephony in Greece

141 Emerald Group

Publishing Ltd

TQM Journal

Service Industries

Journal

194 641 3.3 Relationships and impacts of service

quality, perceived value, customer

satisfaction, and image: An empirical study

309 Routledge Service Industries Journal

3.3. Leading Countries, Organizations and International Institutions

Figure 3 below shows the most successful countries leading to growth of the research activity

of services quality and customer loyalty. United States in collaboration with China

contributed about 60% of the global publications, which suggests that these two countries

play a key role in advancement of service quality and customer satisfaction. Research found

United States to be the leading country with 265 publications in a total of 83 journals covering

39% of the world’s total publications. China followed at the second position as the second

most productive half of China’s total publication. Huazhong University of Science and

Technology (TPI) is a bit lower than that of Hua University found in Taiwan which implicates

that direct comparison could be bias among the fifteen countries with academic institutions.

The distribution by area table 2 in accordance with VOSviewer shows that the closer the two

countries are the stronger and greater their connection becomes.

Figure 3 Map of nations involved in the case study

Page 8: A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY …€¦ · Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith

A Review and Bibliometric Analysis of Service Quality and Customer Satisfaction by using

Scopus Database

http://www.iaeme.com/IJM/index.asp 466 [email protected]

Table 2 Network of countries

Rank country TPC the most productive academic institution TPI

1 US 365 University of North Texas 12

2 China 333 Huazhong University of Science and Technology 12

3 Taiwan 315 Chung Hua University 22

4 India 331 Indian Institute of Technology Kharagpur 10

5 Indonesia 246 Brawijaya University 14

6 Malaysia 275 Universiti Teknologi Malaysia 30

7 South Korea 151 Kyung Hee University 10

8 Australia 123 Griffith University 13

9 Iran 114 Islamic Azad University 28

10 Spain 81 Universidad de Granada 22

11 Hong Kong 66 Hong Kong Polytechnic University 36

12 South Africa 66 University of Johannesburg 23

13 Thailand 66 King Mongkut's Institute of Technology Ladkrabang 24

14 Pakistan 59 COMSATS University Islamabad 11

15 Singapore 28 National University of Singapore 11

Figure 4 Visualization of the countries on service quality and customer satisfaction

Figure 5 Keywords used in the study

Page 9: A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY …€¦ · Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith

Harith Yas, Ahmad Jusoh, Alhamzah F. Abbas, Abbas Mardani and Khalil Md Nor

http://www.iaeme.com/IJM/index.asp 467 [email protected]

3.4. Leading Authors

The list of the ten most prominent authors in service quality and customer satisfaction is

displayed in Table 3 with the first publication ranging from 1987-2011 of which seven

authors played a part as the first author, three as a co-author and one as last author.

Table 3 List of the 15 most prolific authors in the service quality and customer satisfaction research area

*First author

**Co-author

4. DISCUSSION

Service quality assumes a major job in the improvement of client dependability. Occasionally,

purchasers are not faithful to the organization when all is accomplished, yet rather to a

particular service. Service qualities imply that one-sided (non-irregular) social reaction (buy),

communicated after some time by some dynamic unit as for at least one elective service out of

a lot of services and is a component of mental procedures". A few works show that consumer

loyalty improves customer satisfaction. As indicated by Hu et al (2009), the connection

between fulfillment and customer satisfaction is intervened by the relationship duty.

Submitted clients feel a passionate connection towards service quality and they have practices

like repurchasing, positive proposals, and lack of engagement towards contenders'

contributions these measurements identified with the conduct of customer satisfaction

(Palmer, 2010). The apparent worth, notwithstanding increment consumer loyalty, supports

the customers’ repurchases (Hu et al., 2009), advances re-support aims, and disheartens

exchanging practices subsequently improving client steadfastness, (Hu et al., 2009).

Consequently, from this investigation, it develops that additionally because of service the

board there are numerous factors and measurements identified with the service that can

influence client dedication. The investigation of these factors and their connections is crucial

for seeing how to deal with the service to expand customer satisfaction.

The entirety of the mental procedures contains intellectual and passionate perspectives and

both upgrade the conduct faithfulness. Subsequently, organizations must consider the

Author Scopus

Author ID

Year of 1st

publication*

TP h-

index

TC Current affiliation Country

1 Prybutok, Victor R 7004907736 1987* 179

33 4218 University of North

Texas, Denton

United States

2 De Oña, Juan

12241140900 2002*

77 20 1535 Universidad de

Granada, Granada

spain

3 Mazzulla, Gabriell

6506549346 2001** 69 21 1817 Università della

Calabria, Cosenza,

Italy

4 Eboli, Laura

24921250100 2007 * 60 21 1786 Università della

Calabria, Cosenza

Italy

5 Fongsuwan, Wann

o

55764306100 2017** 54

3 70 King Mongkut's

Institute of Technology

Ladkrabang,

Ladkrabang Bangkok

Thailand

6 Chang, Kuo Chien

25627193100 2008*

44 17 798 Chihlee University of

Technology, Banciao

Taiwan

7 de Oña, Rocio

36875908400

2010* 38 15 868 Universidad de

Granada, Granada

Spain

8 Tontini, Gérson

55892295200 1996* 34 9 383 Universidade do Oeste

de Santa Catarina,

Joacaba,

Brazil

9 Lin, Shuping

7407613568 2006*

28 10 530 CTBC Business School,

Tainan

Taiwan

10 Forciniti, Carmen

50861253700 2011**

24 9 231 Università della

Calabria, Cosenza

Italy

Page 10: A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY …€¦ · Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith

A Review and Bibliometric Analysis of Service Quality and Customer Satisfaction by using

Scopus Database

http://www.iaeme.com/IJM/index.asp 468 [email protected]

enthusiastic substance in the connections. Service the executives turn out to be increasingly

more significant for satisfaction upgrades. Indeed, new ideas presented are similar to mark

dedication, service commitment, service value, and service networks. The service perceived

as the chief factor that can make duty and connect with clients, (Yap and Kew, 2007).

Specific consideration dedicated to the online service networks as situations where new types

of customers’ correspondence rise, taking into account new types of service distinguishing

proof and service encounters that improve the service esteem and the purchasers' connection

to the service. Service people group hence becomes the most significant device for CRM

procedures. The support of organizations in service networks permit them to obtain the

essential data, share and underline substance, focus on the shoppers, and increment the service

value. As indicated by the aftereffects of Hapsari et al (2017), organizations should bolster

service network giving assets, for example, assets, staff, and spot, developing a firm service

network and giving material help. Additionally care and compensations to the service

network. Besides, organizations ought to propose a few exercises for the individuals from the

network as per the style, character, feeling, and estimations of the service. Mostly, all web-

based life shows spots where the associations with clients overseen, as they give more

chances of communication and data sharing permitting the client commitment and initiating

esteem co-creation ways with them. Through internet based life, firms can encourage the

social associations of clients for marking co-creation, information sharing, and client

strengthening, (Jahanshahi et al., 2011).

According to the previous literature are showing the importance and relationship between

service quality and customer satisfaction. We make this bibliometric paper to know the major

authors and the key words related to service quality and customer satisfaction. Also explore

the countries and institutions that work in the field of service quality and customer

satisfaction.

5. CONCLUSION

From the analysis presented, there is a progress in service quality and customer satisfaction

research based on 1,346 Scopus database publications. Since the last five years, publication

growth has been strong, and expected to increase further. We have discovered a huge number

of publications and strong international collaborations in countries. The institutions may offer

motivations to researchers from other countries such as United Kingdom and Australia to

expand their research collaborations. Different fields well explored such as TQM and social

sciences addressed as main issues. We also discussed several newly researched areas with

service quality and customer satisfaction, such as service quality and brand image

6. LIMITATIONS/ IMPLICATIONS OF THE STUDY

Some of the limitations of the study are that the results of the search may not be able to cover

all studies related to service quality and customer satisfaction. Proposals show that future

studies performance of several databases, such as Scopus and the Web of Science may not be

accurate. For instance, the Web of Science search results automatically show the most popular

articles in the field through a feature called ' hot paper’ which shows only main papers

recognized as soon as published, represented by a fast and large number of quotes.

Bibliometric analysis using multiple data sources will be useful for a more comprehensive

study. The database is again limited to only ten journals in the service quality and customer

satisfaction field that imposes that the trends and patterns produced in the study may not

apply between 2009 and 2019. More scientific publications should be included in future

research for better generalizability. New issues and trends related to this research are

Page 11: A REVIEW AND BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY …€¦ · Key words: Review, Service Quality, bibliometric, Customer Satisfaction, Scopus Database Cite this Article: Harith

Harith Yas, Ahmad Jusoh, Alhamzah F. Abbas, Abbas Mardani and Khalil Md Nor

http://www.iaeme.com/IJM/index.asp 469 [email protected]

identified as an important way of replicating quantitative studies in service quality and

customer satisfaction given an emerging research area.

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