A comprehensive analysis of service quality: a systematic literature review

References

• Abd-Elrahman, A. E. H., Hassan, S. A., El-Borsaly, A. A. E., & Hafez, E. A. E. (2020). A critical review of alternative measures of telecommunications service quality. International Journal of Quality and Service Sciences, 12(3), 247–263. https://doi.org/10.1108/IJQSS-08-2018-0066
   Web of Science ®Google Scholar
• Ahmed, S., Al Asheq, A., Ahmed, E., Chowdhury, U. Y., Sufi, T., & Mostofa, M. G. (2023). The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service. The TQM Journal, 35(2), 519–539. https://doi.org/10.1108/TQM-06-2021-0158
   Google Scholar
• Akbaba, Atilla. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. Hospitality Management 25, 170–192. https://doi.org/10.1016/j.ijhm.2005.08.006
   Google Scholar
• Alarifi, A. A., & Husain, K. S. (2023). The influence of Internet banking services quality on e-customers’ satisfaction of Saudi banks: Comparison study before and during COVID-19. International Journal of Quality and Reliability Management, 40(2), 496–516. https://doi.org/10.1108/IJQRM-06-2021-0168
   Web of Science ®Google Scholar
• Alexandris, K., Kouthouris, C., & Meligdis, Andreas. (2006). Increasing customers’ loyalty in a skiing resort: The contribution of place attachment and service quality. International Journal of Contemporary Hospitality Management, 18(5), 414–425. https://doi.org/10.1108/09596110610673547 .
   Google Scholar
• Alon, I., Anderson, J., Munim, Z. H., & Ho, A. (2018). A review of the internationalisation of Chinese enterprises. Asia Pacific Journal of Management, 35(3), 573–605. https://doi.org/10.1007/s10490-018-9597-5
   Web of Science ®Google Scholar
• Alshurideh, M. T. (2022). Does electronic customer relationship management (E-CRM) affect service quality at private hospitals in Jordan? Uncertain Supply Chain Management, 10(2), 325–332. https://doi.org/10.5267/j.uscm.2022.1.006
   Google Scholar
• Alzaydi, Z. M., Al-Hajla, A., Bang, B., & Chanaka, J. (2018). A review of service quality and service delivery: Towards a customer co-production and customer-integration approach. Business Process Management Journal, 24(1), 295–328.
   Web of Science ®Google Scholar
• Amat-Lefort, N., Marimon, F., & Mas-Machuca, M. (2023). Exploring driver and user perspectives of service quality in sharing economy transport platforms. Total Quality Management & Business Excellence, 34(11–12), 1315–1333. https://doi.org/10.1080/14783363.2023.2169123
   Web of Science ®Google Scholar
• Apriliyanti, I. D., & Alon, I. (2017). Bibliometric analysis of absorptive capacity. International Business Review, 26(5), 896–907. https://doi.org/10.1016/j.ibusrev.2017.02.007
   Web of Science ®Google Scholar
• Arasli, H., Saydam, M. B., Gunay, T., & Jafari, K. (2023). Key attributes of muslim-friendly hotels’ service quality: Voices from booking.com. Journal of Islamic Marketing, 14(1), 106–127. https://doi.org/10.1108/JIMA-11-2020-0341
   Web of Science ®Google Scholar
• Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: A critical review of service quality. Journal of Services Marketing, 10(6), 62–81. https://doi.org/10.1108/08876049610148602
   Google Scholar
• Athiyaman, Adee. (1997). Linking student satisfaction and service quality perceptions: The case of university education. European Journal of Marketing, 31(7), 528–540.
   Google Scholar
• Azzari, V., Mainardes, E. W., & Costa, F. M. d. (2021). Accounting services quality: A systematic literature review and bibliometric analysis. Asian Journal of Accounting Research, 6(1), 80–94. https://doi.org/10.1108/AJAR-07-2020-0056
   Google Scholar
• Barrutia, J. M., & Gilsanz, A. (2009). e-Service quality: Overview and research agenda. International Journal of Quality and Service Sciences, 1(1), 29–50.
   Google Scholar
• Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59, 866–875. https://doi.org/10.1016/j.jbusres.2006.01.021
   Web of Science ®Google Scholar
• Bell, Simon J., & Menguc, Bulent. (2002). The employee-organization relationship, organizational citizenship behaviors, and superior service quality. Journal of Retailing, 78, 131–146.
   Web of Science ®Google Scholar
• Bell, Simon J., Seigyoung Auh, & Karen Smalley. (2005). Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs. Journal of the Academy of Marketing Science 33(2), 169–183. https://doi.org/10.1177/0092070304269111.
   Web of Science ®Google Scholar
• Bienstock, Carol C., John T. Mentzer, & Monroe Murphy Bird. (1997). Measuring physical distribution service quality. Journal of the Academy of Marketing Science 25(1), 31–44.
   Web of Science ®Google Scholar
• Biscaia, R., Yoshida, M., & Kim, Y. (2021). Service quality and its effects on consumer outcomes: A meta-analytic review in spectator sport. European Sport Management Quarterly, 1–25. https://doi.org/10.1080/16184742.2021.1938630
   Web of Science ®Google Scholar
• Bloemer, Josée, ko de Ruyter, & Pascal Peeters. (1998). Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing 16(7), 276–286. https://doi.org/10.1108/02652329810245984.
   Google Scholar
• Bloemer, Josée, Ko De Ruyter, & Martin Wetzels. (1999). Linking perceived srvice quality and service loyalty: A multidimensional perspective. European Journal of Marketing, 33(11-12), 1082–1106. https://doi.org/10.1108/03090569910292285.
   Google Scholar
• Brady, Michael K., & Robertson, Christopher J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study. Journal of Business Research, 51(1), 53–60. https://doi.org/10.1016/S0148-2963(99)00041-7.
   Web of Science ®Google Scholar
• Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualising perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49.
   Web of Science ®Google Scholar
• Brady, M. K., Cronin, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: A replication and extension. Journal of Business Research, 55(1), 17–31. https://doi.org/10.1016/S0148-2963(00)00171-5
   Web of Science ®Google Scholar
• Brin, S., & Page, L. (1998). The anatomy of a large-scale hypertextual Web search engine. Computer Networks and ISDN Systems, 30, 107–117.
   Web of Science ®Google Scholar
• Brown, T. J., JR, G. A. C., & Peter, J. P. (1993). Improving the measurement of service quality. Journal of Retailing, 69(1).
   Web of Science ®Google Scholar
• Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7–8), 811–828. https://doi.org/10.1108/03090560210430818
   Google Scholar
• Caruana, Albert, Money, Arthur H., & Berthon, Pierre R. (2000). Service quality and satisfaction – the moderating role of value. European Journal of Marketing, 34(11-12), 1338–1353. https://doi.org/10.1108/03090560010764432
   Google Scholar
• Cenfetelli, Ronald T., Benbasat, Izak, & Al-Natour, Sameh. (2008). Addressing the what and how of online services: Positioning supporting-services functionality and service quality for business-to-consumer success. Information Systems Research, 19(2), 161–181. https://doi.org/10.1287/isre.1070.0163.
   Web of Science ®Google Scholar
• Chan, V. H. Y., Chiu, D. K. W., & Ho, K. K. W. (2022). Mediating effects on the relationship between perceived service quality and public library app loyalty during the COVID-19 era. Journal of Retailing and Consumer Services, 67, 102960. https://doi.org/10.1016/j.jretconser.2022.102960
   Web of Science ®Google Scholar
• Chang, H. T., Chou, Y. J., Miao, M. C., & Liou, J. W. (2021). The effects of leadership style on service quality: Enrichment or depletion of innovation behaviour and job standardisation. Total Quality Management & Business Excellence, 32(5–6), 676–692. https://doi.org/10.1080/14783363.2019.1626708
   Web of Science ®Google Scholar
• Chang, Hsin Hsin, Yao-Hua Wang, & Wen-Ying Yang. (2009). The impact of E-service quality, customer satisfaction and loyalty on e-Marketing: Moderating effect of perceived value. Total Quality Management 20(4), 423–43. https://doi.org/10.1080/14783360902781923
   Web of Science ®Google Scholar
• Chatterjee, M., Bhattacharjee, T., & Chakraborty, B. (2023). Studies on Indian IPO: Systematic review and future research agenda. Qualitative Research in Financial Markets, https://doi.org/10.1108/QRFM-10-2021-0175
   Web of Science ®Google Scholar
• Chen, Ching-Fu. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4), 709–717. https://doi.org/10.1016/j.tra.2008.01.007.
   Web of Science ®Google Scholar
• Chen, C. K., Reyes, L., Dahlgaard, J., & Dahlgaard-Park, S. M. (2021). From quality control to TQM, service quality and service sciences: A 30-year review of TQM literature. International Journal of Quality and Service Sciences, 14(2), 217–237. https://doi.org/10.1108/IJQSS-09-2021-0128
   Web of Science ®Google Scholar
• Chen, P., Xie, H., Maslov, S., & Redner, S. (2007). Finding scientific gems with Google’s pagerank algorithm. Journal of Informetrics, 1, 8–15. https://doi.org/10.1016/j.joi.2006.06.001
   Web of Science ®Google Scholar
• Chuenyindee, T., Ong, A. K., Ramos, J. P., Prasetyo, Y. T., Nadlifatina, R., Kurata, Y. B., & Sittiwatethanasiri, T. (2022). Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic. Utilities Policy, 75, 101336.
   PubMed Web of Science ®Google Scholar
• Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in E-retailing. Journal of Service Research, 8(3), 260–275. https://doi.org/10.1177/1094670505278867
   Web of Science ®Google Scholar
• Cox, J., & Dale, B. G. (2001). Service quality and E-commerce: An exploratory analysis.” Managing Service Quality 11(2), 121–31.
   Google Scholar
• Cristobal, E., Flavián, C., & Guinalíu, M. (2007). Perceived e-service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317–340. https://doi.org/10.1108/09604520710744326
   Google Scholar
• Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1), 29–51. https://doi.org/10.1016/0167-8116(95)00027-5
   Google Scholar
• Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173. https://doi.org/10.1016/S0022-4359(00)00029-4
   Web of Science ®Google Scholar
• Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16. https://doi.org/10.1007/bf02893933
   Google Scholar
• Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quality: Scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123–142. https://doi.org/10.1177/1094670507309594
   Web of Science ®Google Scholar
• Demirci, Fatma Orel, & Ali Kara. (2013). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 1–12. https://doi.org/10.1016/j.jretconser.2013.07.002.
   Google Scholar
• Dhir, S. K., & Gupta, P. (2021). Formulation of research question and composing study outcomes and objectives. Indian Pediatrics, 58(6), 584–588. https://doi.org/10.1007/s13312-021-2246-y
   PubMed Web of Science ®Google Scholar
• Ding, Y., Chowdhury, G. G., & Foo, S. (2001). Bibliometric cartography of information retrieval research by using co-word analysis. Information Processing and Management, 37(6), 817–842. https://doi.org/10.1016/S0306-4573(00)00051-0
   Web of Science ®Google Scholar
• Donthu, N., & Yoo, B. (1998). Cultural influences on service quality expectations. Journal of Service Research, 1(2), 178–186. https://doi.org/10.1177/109467059800100207
   Google Scholar
• Dyke, Thomas P. Van, Kappelman, Leon A., & Prybutok, Victor R. (1997). Management information systems service quality: Concern on the use of SERVEQUAL questionnaire. Management Information Systems, 21(2), 195–208.
   Web of Science ®Google Scholar
• Eckhardt, G. M., Houston, M. B., Jiang, B., Lamberton, C., Rindfleisch, A., & Zervas, G. (2019). Marketing in the sharing economy. Journal of Marketing, 83(5), 5–27. https://doi.org/10.1177/0022242919861929
   Web of Science ®Google Scholar
• Fetscherin, M., & Heinrich, D. (2015). Consumer brand relationships research: a bibliometric citation meta-analysis. Journal of Business Research, 68(2), 380–390. https://doi.org/10.1016/j.jbusres.2014.06.010
   Web of Science ®Google Scholar
• Furrer, Olivier, Shaw, Ben, Liu, -Ching, & Sudharshan, D. (2000). The relationships between culture and service quality perceptions basis: Basis for cross-cultural market segmentation and resource allocation. Journal of Service Research, 2(4), 355–371.
   Google Scholar
• Garner, Jacqueline, Humphrey, Phillip R., & Simkins, Betty. (2016). The business of sport and the sport of business: A review of the compensation literature in finance and sports. International Review of Financial Analysis, 47, 197–204. https://doi.org/10.1016/j.irfa.2016.06.003.
   Web of Science ®Google Scholar
• Gaur, Ajai, & Kumar, Mukesh. (2018). A systematic approach to conducting review studies: An assessment of content analysis in 25 years of IB research. Journal of World Business, 53(2), 280–289. https://doi.org/10.1016/j.jwb.2017.11.003.
   Web of Science ®Google Scholar
• German, J. D., Redi, A. A. N. P. R., Prasetyo, T. Y., Persada, S. F., Ong, A. K. S., Young, M. N., & Nadlifatin, R. (2022). Choosing a package carrier during COVID-19 pandemic: An integration of pro-environmental planned behavior (PEPB) theory and service quality (SERVQUAL). Journal of Cleaner Production, 346, 131123.
   PubMed Web of Science ®Google Scholar
• Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality concepts and models. International Journal of Quality & Reliability Management, 11(9), 43–66. https://doi.org/10.1002/9780470997482.ch6
   Google Scholar
• Glass, G. V. (1976). Primary, secondary, and meta-analysis of research. Educational Researcher, 5(10), 3–8.
   Google Scholar
• Gorla, N., Somers, T. M., & Wong, B. (2010). Organisational impact of system quality, information quality, and service quality. Journal of Strategic Information Systems, 19(3), 207–228. https://doi.org/10.1016/j.jsis.2010.05.001
   Web of Science ®Google Scholar
• Goyal, K., & Kumar, S. (2020). Financial literacy: A systematic review and bibliometric analysis. International Journal of Consumer Studies, 1–26. https://doi.org/10.1111/ijcs.12605
   Web of Science ®Google Scholar
• Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.
   Web of Science ®Google Scholar
• Grover, V., Cheon, M. J., & Teng, J. T. C. (1996). The effect of service quality and partnership on the outsourcing of information systems functions. Journal of Management Information Systems, 12(4), 89–116. https://doi.org/10.1080/07421222.1996.11518102
   Google Scholar
• Ha, Jooyeon, & Jang, Soocheong Shawn. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520–529. https://doi.org/10.1016/j.ijhm.2009.12.005.
   Web of Science ®Google Scholar
• Hallencreutz, J., & Parmler, J. (2021). Important drivers for customer satisfaction–from product focus to image and service quality. Total Quality Management & Business Excellence, 32(5–6), 501–510. https://doi.org/10.1080/14783363.2019.1594756
   Web of Science ®Google Scholar
• Hampel, K. D. (2021). Patients’ assessment of medical services quality – a determinant of changes in medical entity management on the example of Poland. Journal of Organizational Change Management, 34(7), 1270–1284. https://doi.org/10.1108/JOCM-05-2021-0146
   Web of Science ®Google Scholar
• Harrison-Walker, J. L. (2001). The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1), 60–75.
   Google Scholar
• Hartline, Michael D., & Jones, Keith C. (1996). Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions. Journal of Business Research, 215, 207–215.
   Google Scholar
• He, Hongwei, & Yan Li. (2011). CSR and service brand: The mediating effect of brand identification and moderating effect of service quality. Journal of Business Ethics, 673–688. https://doi.org/10.1007/s10551-010-0703-y.
   Web of Science ®Google Scholar
• He, X., Cheng, J., Swanson, S. R., Su, L., & Hu, D. (2022). The effect of destination employee service quality on tourist environmentally responsible behavior: A moderated mediation model incorporating environmental commitment, destination social responsibility and motive attributions. Tourism Management, 90, 104470. https://doi.org/10.1016/j.tourman.2021.104470
   Web of Science ®Google Scholar
• Helbing, Pia. (2019). A review on IPO withdrawal. International Review of Financial Analysis, 62, 200–208. https://doi.org/10.1016/j.irfa.2018.09.001.
   Web of Science ®Google Scholar
• Hijazi, R., Abu Daabes, A., & Al-Ajlouni, M. I. (2023). Mobile payment service quality: A new approach for continuance intention. International Journal of Quality and Reliability Management, https://doi.org/10.1108/IJQRM-05-2022-0151
   Web of Science ®Google Scholar
• Ho, Chaang-Iuan, & Yi-ling Lee. (2007). The development of an E-travel service quality scale. Tourism Management 28, 1434–1449. https://doi.org/10.1016/j.tourman.2006.12.002
   Web of Science ®Google Scholar
• Hu, H.-H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: An empirical study. Service Industries Journal, 29(2), 111–125. https://doi.org/10.1080/02642060802292932
   Web of Science ®Google Scholar
• Ikram, M., Ghavifekr, S., & Kenayathulla, H. B. (2021). Instructional leadership practices among school principals in Asian countries: A systematic review. International Online Journal of Educational Leadership, 5(1), 4–24.
   Google Scholar
• Ikram, M., & Kenayathulla, H. B. (2022). A systematic literature review of student satisfaction: What is next ? International Journal of Advanced Research in Education and Society, 4(4), 50–75. https://doi.org/10.55057/ijares.2022.4.4.5
   Google Scholar
• Ikram, M., & Kenayathulla, H. B. (2023). Unlocking the potential of education quality: A systematic literature review. International Journal of Business and Technology Management (IJBTM), 5(1), 146–174. https://doi.org/10.55057/ijbtm.2023.5.1.15
   Google Scholar
• Jain, Sanjay K., & Garima, Gupta. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa, 29(2), 25–37.
   Google Scholar
• Janda, Swinder, Trocchia, Philip J., & Gwinner, Kevin P. (2002). Consumer perceptions of internet retail service quality. International Journal of Service Industry Management, 13(5), 412–431. https://doi.org/10.1108/09564230210447913.
   Google Scholar
• Jun, Minjoon, & Cai, Shaohan. (2001). The key determinants of internet banking service quality: A content analysis. International Journal of Bank Marketing, 19(7), 276–291. https://doi.org/10.1108/02652320110409825
   Google Scholar
• Kalia, P. (2017). Service quality scales in online retail: Methodological issues. International Journal of Operations & Production Management, 37(5), 226–255. https://doi.org/10.1108/IJOPM-07-2014-0350%5Cnhttp://%5Cnhttp://doi.org/10.1108/IJOPM-11-2014-0544
   Web of Science ®Google Scholar
• Kang, Gi Du, & Jeffrey James. (2004). Service quality dimensions: An examination of Gronroos’s service quality model.” Managing Service Quality 14(4), 266–277. https://doi.org/10.1108/09604520410546806.
   Google Scholar
• Kassim, Norizan, & Nor Asiah Abdullah. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics 22(3), 351–371. https://doi.org/10.1108/13555851011062269
   Google Scholar
• Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5–6), 737–766. https://doi.org/10.1111/j.1540-5915.1994.tb01868.x
   Web of Science ®Google Scholar
• Kraus, S., Li, H., Kang, Q., Westhead, P., & Tiberius, V. (2020). The sharing economy: A bibliometric analysis of the state-of-the-art. International Journal of Entrepreneurial Behavior Research, 26(8), 1769–1786. https://doi.org/10.1037/xge0000076
   Web of Science ®Google Scholar
• Ladhari, R. (2008). Alternative measures of service quality: A review. Managing Service Quality: An International Journal, 18(1), 65–86. https://doi.org/10.1108/09604520810842849
   Google Scholar
• Ladhari, Riadh. (2009). Service quality, emotional satisfaction, and behavioural intentions. Managing Service Quality, 19(3), 308–331. https://doi.org/10.1108/09604520910955320.
   Web of Science ®Google Scholar
• Lai, I. K. W., Michael, H., Ting, Y., & Lu, T.-W. (2018). Literature review on service quality in hospitality and tourism (1984-2014): Future directions and trends. International Journal of Contemporary Hospitality Management, 30(1), 114–159.
   Web of Science ®Google Scholar
• Lassar, W. M., Manolis, C., & Winsor, R. D. (2000). Service quality perspectives and satisfaction in private banking. International Journal of Bank Marketing, 14(3), 244–271. https://doi.org/10.1108/02652320010349067
   Google Scholar
• Lin, X., Chen, Y., Liu, C., & Li, Y. (2023). Measuring creativity: Role of service quality management, knowledge sharing and social interaction. Total Quality Management & Business Excellence, 34(1), 1–18. https://doi.org/10.1080/14783363.2021.2021800
   Web of Science ®Google Scholar
• Liu, X., Bollen, J., Nelson, M. L., & Van De Sompel, H. (2005). Co-authorship networks in the digital library research community. Information Processing and Management, 41(6), 1462–1480. https://doi.org/10.1016/j.ipm.2005.03.012
   Web of Science ®Google Scholar
• Mardani, A., Jusoh, A., Zavadskas, E. K., Khalifah, Z., & Nor, K. M. D. (2015). Application of multiple-criteria decision-making techniques and approaches to evaluating of service quality: A systematic review of the literature. Journal of Business Economics and Management, 16(5), 1034–1068. https://doi.org/10.3846/16111699.2015.1095233
   Web of Science ®Google Scholar
• Marimon, F., Llach, J., Alonso-Almeida, M., & Mas-Machuca, M. (2019). CC-Qual: A holistic scale to assess customer perceptions of service quality of collaborative consumption services. International Journal of Information Management, 49, 130–141. https://doi.org/10.1016/j.ijinfomgt.2019.03.009
   Web of Science ®Google Scholar
• Mehmood, W., Ahmad, A., Aman-Ullah, A., & Mohd-Rashid, R. (2022a). Modern slavery: A literature review using bibliometric analysis and the nexus of governance. Journal of Public Affairs, 23(1), e2832. https://doi.org/10.1002/pa.2832
   Web of Science ®Google Scholar
• Mehmood, W., Mohd-Rashid, R., Abdullah, Y., Patwary, A. K., & Aman-Ullah, A. (2022b). Inclusive mapping of initial public offerings: A bibliometric and literature review study. In Quality and Quantity. Springer Netherlands. https://doi.org/10.1007/s11135-022-01387-9.
   Google Scholar
• Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customised process. Journal of Marketing, 65(4), 82–104. https://doi.org/10.1509/jmkg.65.4.82.18390
   Web of Science ®Google Scholar
• Mir, R. A., Rameez, R., & Tahir, N. (2023). Measuring Internet banking service quality: An empirical evidence. The TQM Journal, 35(2), 492–518. https://doi.org/10.1108/TQM-11-2021-0335
   Google Scholar
• Moher, D., Liberati, A., Tetzlaff, J., Altman, D. G., & Group, T. P. (2009). Preferred reporting items for systematic reviews and meta-analyses: The PRISMA statement. PLoS Medicine, 6(7), 1–6. https://doi.org/10.1371/journal.pmed.1000097
   Web of Science ®Google Scholar
• Mukherjee, A., & Nath, P. (2005). An empirical assessment of comparative approaches to service quality measurement. Journal of Services Marketing, 19(3), 174–184. https://doi.org/10.1108/08876040510596858
   Google Scholar
• Murray, Duncan, & Gary Howat. (2002). The relationships among service quality, value, satisfaction, and future intentions of customers at an Australian sports and leisure centre. Sport Management Review 5(25), 25–43.
   Google Scholar
• Nandankar, S., Sachan, A., Adhikari, A., & Mukherjee, A. (2023). Developing and validating e-marketplace service quality model in B2G e-commerce settings: A mixed-methods approach. International Journal of Operations & Production Management, https://doi.org/10.1108/ijopm-05-2022-0333
   PubMed Web of Science ®Google Scholar
• Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67–82. https://doi.org/10.1016/s0278-4319(98)00047-4
   Google Scholar
• Olorunniwo, Festus, Maxwell, K., Hsu, Godwin J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing, 20(1), 59–72. https://doi.org/10.1108/08876040610646581.
   Google Scholar
• Page, M. J., Moher, D., & McKenzie, J. E. (2021). Introduction to PRISMA 2020 and implications for research synthesis methodologists. Research Synthesis Methods, 13(2), 156–163. https://doi.org/10.1002/jrsm.1535
   PubMed Web of Science ®Google Scholar
• Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://doi.org/10.1016/S0148-2963(99)00084-3
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201–230. https://doi.org/10.1016/0022-4359(94)90033-7
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 1–21. https://doi.org/10.1177/1094670504271156
   Web of Science ®Google Scholar
• Park, Jin-Woo, Rodger Robertson, & Cheng-Lung Wu. (2004). The effect of airline service quality on passengers’ behavioural intentions: A Korean case study. Journal of Air Transport Management 10, 435–439. https://doi.org/10.1016/j.jairtraman.2004.06.001
   Web of Science ®Google Scholar
• Park, S., Yi, Y., & Lee, Y.-R. (2023). Multiplicative versus additive models in measuring service quality. Total Quality Management & Business Excellence, 34(15–16), 2105–2123. https://doi.org/10.1080/14783363.2023.2229272
   Web of Science ®Google Scholar
• Piette, M. J., & Ross, K. L. (1992). An analysis of the determinants of co-authorship in economics. Journal of Economic Education, 23(3), 277–283. https://doi.org/10.1080/00220485.1992.10844762
   Web of Science ®Google Scholar
• Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly: Management Information Systems, 19(2), 173–185. https://doi.org/10.2307/249687
   Web of Science ®Google Scholar
• Rethlefsen, M. L., Kirtley, S., Waffenschmidt, S., Ayala, A. P., Moher, D., Page, M. J., & Koffel, J. B. (2021). PRISMA-S: An extension to the PRISMA statement for reporting literature searches in systematic reviews. Systematic Reviews, 10(39), 1–19. https://doi.org/10.1186/s13643-020-01542-z
   PubMedGoogle Scholar
• Rhoades, D. L., & Waguespack, B. (2008). Twenty years of service quality performance in the US airline industry. Managing Service Quality, 18(1), 20–33. https://doi.org/10.1108/09604520810842821
   Google Scholar
• Robinson, S. (1999). Measuring service quality: Current thinking and future requirements. Marketing Intelligence & Planning, 17(1), 21–32. https://doi.org/10.1108/02634509910253777
   Google Scholar
• Rohn, U., & Nylund, M. (2018). The sharing economy: How sharing activities influence value creation in the TV audience market. International Journal of Digital Television, 9(2), 147–165. https://doi.org/10.1386/jdtv.9.2.147_1
   Google Scholar
• Roy, S. K., Lassar, W. M., Ganguli, S., Nguyen, B., & Yu, X. (2015). Measuring service quality: A systematic review of literature. International Journal of Services, Economics and Management, 7(1), 24–52. https://doi.org/10.1504/IJSEM.2015.076322
   Google Scholar
• Ruyter, Ko, De, Martin, Wetzels, Josée. (1998). On the relationship between perceived service quality, service loyalty and switching. International Journal of Service Industry Management, 9(5), 436–453.
   Google Scholar
• Sangeetha, J., & Mahalingam, S. (2011). Service quality models in banking: A review. International Journal of Islamic and Middle Eastern Finance and Management, 4(1), 83–103. https://doi.org/10.1108/17538391111122221
   Google Scholar
• Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233–246. https://doi.org/10.1108/09604520310476490
   Google Scholar
• Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: A review. In International Journal of Quality and Reliability Management, 22(9), https://doi.org/10.1108/02656710510625211
   Google Scholar
• Sharma, Neeru, & Patterson, Paul G. (1999). The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. Journal of Services MarketingMarketing, 13(2), 151–170.
   Google Scholar
• Sherden, W. A. (1988). Gaining the service quality advantage. Journal of Business Strategy, 9(2), 45–48.
   PubMedGoogle Scholar
• Shieh, Jiunn I, Hsin, Hung, Wu, Kuan Kai. (2010). A DEMATEL method in identifying key success factors of hospital service quality. Knowledge-Based Systems, 23(3), 277–282. https://doi.org/10.1016/j.knosys.2010.01.013.
   Web of Science ®Google Scholar
• Sierra-Correa, P. C., & Cantera Kintz, J. R. (2015). Ecosystem-based adaptation for improving coastal planning for sea-level rise: A systematic review for mangrove coasts. Marine Policy, 51, 385–393. https://doi.org/10.1016/j.marpol.2014.09.013
   Web of Science ®Google Scholar
• Silvestro, R. (1998). The manufacturing TQM and service quality literatures: Synergistic or conflicting paradigms? International Journal of Quality and Reliability Management, 15(3), 303–328. https://doi.org/10.1108/02656719810198917
   Google Scholar
• Sousa, R., & Voss, C. A. (2006). Service quality in multichannel services employing virtual channels. Journal of Service Research, 8(4), 356–371. https://doi.org/10.1177/1094670506286324
   Web of Science ®Google Scholar
• Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201–214. https://doi.org/10.1016/S0022-4359(96)90014-7
   Web of Science ®Google Scholar
• Su, S., Zhou, F., & Yu, H. (2019). An artificial bee colony algorithm with variable neighborhood search and tabu list for long-term carpooling problem with time window. Applied Soft Computing, 85, 105814. https://doi.org/10.1016/j.asoc.2019.105814
   Web of Science ®Google Scholar
• Sultan, P., & Wong, H. Y. (2010). Service quality in higher education – a review and research agenda. International Journal of Quality and Service Sciences, 2(2), 259–272. https://doi.org/10.1108/17566691011057393
   Google Scholar
• Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction – A factor specific approach. Journal of Services Marketing, 16(4), 363–379. https://doi.org/10.1108/08876040210433248
   Google Scholar
• Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2), 163–178. https://doi.org/10.1016/0022-4359(94)90013-2
   Web of Science ®Google Scholar
• Ter Huurne, M., Ronteltap, A., Corten, R., & Buskens, V. (2017). Antecedents of trust in the sharing economy: A systematic review. Journal of Consumer Behaviour, 16(6), 485–498. https://doi.org/10.1002/cb.1667
   Web of Science ®Google Scholar
• Tian-Cole, Shu, Crompton, John L., & Willson, Victor L. (2002). An empirical investigation of the relationships between service quality, satisfaction and behavioral intentions among visitors to a wildlife refuge. Journal of Leisure Research, 34(1), 1–24. https://doi.org/10.1080/00222216.2002.11949957
   Web of Science ®Google Scholar
• Tsaura, S. H., Chang, T. Y., & Yen, C. H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23(2), 107–115. https://doi.org/10.1016/S0261-5177(01)00050-4
   Web of Science ®Google Scholar
• Tsitskari, E., Tsiotras, D., & Tsiotras, G. (2006). Measuring service quality in sport services. Total Quality Management & Business Excellence, 17(5), 623–631. https://doi.org/10.1080/14783360600588190
   Web of Science ®Google Scholar
• Udo, Godwin J., Kallol K. Bagchi, & Peeter J. Kirs. (2010). An assessment of customers’ e-Service quality perception, satisfaction and intention. International Journal of Information Management 30(6), 481–492. https://doi.org/10.1016/j.ijinfomgt.2010.03.005
   Web of Science ®Google Scholar
• Upadhyai, R., Upadhyai, N., Jain, A. K., Roy, H., & Pant, V. (2020). Health care service quality: a journey so far. Benchmarking: An International Journal, 27(6), 1893–1927. https://doi.org/10.1108/BIJ-03-2019-0140
   Web of Science ®Google Scholar
• Van Eck, N. J., & Waltman, L. (2010). Software survey: VOSviewer, a computer program for bibliometric mapping. Scientometrics, 84(2), 523–538. https://doi.org/10.1007/s11192-009-0146-3
   PubMed Web of Science ®Google Scholar
• Van Eck, N. J., & Waltman, L. (2014). Visualising bibliometric networks. In Measuring scholarly impact. Springer. https://doi.org/10.1007/978-3-319-10377-8_13
   Google Scholar
• Vigne, Samuel A., Lucey, Brian M., O'Connor, Fergal A., & Yarovaya, Larisa. (2017). The financial economics of white precious metals—a survey. International Review of Financial Analysis, 52, 292–308. https://doi.org/10.1016/j.irfa.2017.04.006.
   Web of Science ®Google Scholar
• Wall, Eileen A., & Leonard L. Berry. (2007). The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality. Cornell Hotel and Restaurant Administration Quarterly 48(1), 59–69. https://doi.org/10.1177/0010880406297246
   Google Scholar
• Whittemore, R., & Knafl, K. (2005). The integrative review: Updated methodology. Journal of Advanced Nursing, 52(5), 546–553. https://doi.org/10.1016/j.pmn.2007.11.006
   PubMed Web of Science ®Google Scholar
• Wong, Amy, & Sohal, Amrik. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Services Marketing, 17(5), 495–513. https://doi.org/10.1108/08876040310486285
   Google Scholar
• Worsfold, P. (1999). HRM, performance, commitment and service quality in the hotel industry. International Journal of Contemporary Hospitality Management, 11(7), 340–348. https://doi.org/10.1108/09596119910293240
   Google Scholar
• Wu, Paul C. S., Gary Yeong-Yuh Yeh, & Chieh-Ru Hsiao. (2011). The effect of store image and service quality on brand image and purchase intention for private label brands. Australasian Marketing Journal 19(1), 30–39. https://doi.org/10.1016/j.ausmj.2010.11.001
   Google Scholar
• Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302–326. https://doi.org/10.1108/09564230410540953
   Google Scholar
• Yee, Rachel W. Y., Andy, C. L., Cheng, T. C. (2010). An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal of Production Economics, 124, 109–120.
   Web of Science ®Google Scholar
• Zakaria, R., Ahmi, A., Ahmad, A. H., & Othman, Z. (2020). Worldwide melatonin research: A bibliometric analysis of the published literature between 2015 and 2019. Chronobiology International, 38(1), 1–11. https://doi.org/10.1080/07420528.2020.1838534
   PubMed Web of Science ®Google Scholar
• Zamore, S., Ohene Djan, K., Alon, I., & Hobdari, B. (2018). Credit risk research: Review and agenda. Emerging Markets Finance and Trade, 54(4), 811–835. https://doi.org/10.1080/1540496X.2018.1433658
   Web of Science ®Google Scholar
• Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1007/978-3-319-10996-1_3
   Web of Science ®Google Scholar
• Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911
   Web of Science ®Google Scholar
• Zeithaml, Valarie A. (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85. https://doi.org/10.1177/0092070300281007.
   Web of Science ®Google Scholar
• Zhang, R., Jun, M., & Palacios, S. (2023). M-shopping service quality dimensions and their effects on customer trust and loyalty: An empirical study. International Journal of Quality and Reliability Management, 40(1), 169–191. https://doi.org/10.1108/IJQRM-11-2020-0374
   Web of Science ®Google Scholar
• Zhang, Tingting, Christina, Huimin, Gu, & Melissa Farboudi. (2019). What makes the sharing economy successful? An empirical examination of competitive customer value propositions. Computers in Human Behavior, 95, 275–283. https://doi.org/10.1016/j.chb.2018.03.019.
   Web of Science ®Google Scholar
• Zhu, Faye X., Walter Wymer Jr, & Injazz Chen. (2002). IT-based services and service quality in consumer banking services. International Journal of Service Industry Management 13(1), 69–90. https://doi.org/10.1108/09564230210421164.
   Google Scholar
• Zuo, W., Zhu, W., Chen, S., & He, X. (2019). Service quality management of online car-hailing based on PCN in the sharing economy. Electronic Commerce Research and Applications, 34, 100827. https://doi.org/10.1016/j.elerap.2019.100827
   Web of Science ®Google Scholar