A comprehensive analysis of service quality: a systematic literature review

Abstract

Purpose:

The goal of this research is to provide researchers with a comprehensive literature review while demonstrating how service quality (SQ) led to the development of viable research avenues for future analysis and research.

Research Methodology:

In this study, the review protocol PRISMA approach and meta-literature review are used to analyse the relevant literature using the Scopus database from 1984 to 2023. This analysis takes into account top authors, top keywords by using Publish or Perish and page rank analysis by using Gephi software. Second, the VOS viewer is employed to engage in co-citation analysis and keyword co-occurrence analysis aiding in uncovering the core literature and research within this area of study.

Findings:

Initially, analysis reveals that the number of publications follows a general upward trend. Top authors and SQ keywords were identified in the most-cited papers in the Scopus database. The United States, followed by India, Hong Kong, Jordan, and the Philippines, published most of these papers. This study critically analysed data characteristics, labels, measures objectives and key findings of SQ top-cited papers. In addition, this paper provides additional details regarding the evolution of the research topic's trends and offers insights into future research directions. Finally, this study additionally elaborated key results of 88 top-cited papers.

Implications:

The paper demonstrates that SQ is a topic when taken as a whole, is both relevant and emerging and it necessitates future research about the skills of business, management and accounting professionals, as well as their activities and how their customers perceive quality in an environment that is subject to continuous change.

Originality:

This is the first study to analyse and review relevant research on service quality using the review protocol PRISMA and meta-literature review. This is helpful for researchers since it allows them to easily grasp its development and trend. This evaluation indicates potential paths for future research and acts as a valuable reference for additional investigation.

Keywords:

• service quality
• systematic literature review
• meta-literature review
• VOS viewer

Disclosure statement

No potential conflict of interest was reported by the author(s).