Bibliometric review of scholarly work on service quality and customer satisfaction in hotels

Rakesh Ahlawat; Mandeep Ghai; Sanjeev Kumar Garg

doi:10.31893/multirev.2023030

Keywords:

Service quality

customer satisfaction

Bibliometric analysis

SERVQUAL

Hotel

Abstract

Service quality and customer satisfaction are the most sought-after research topics among marketing scholars. The study performs a bibliometric analysis of service quality and customer satisfaction in hotel research over a decade (2013-2022). The data for the study were extracted from Dimensions.ai using the search string "Service quality" AND "Customer satisfaction" AND "Hotel". A total of 231 articles meeting the criteria were analysed, and it was found that research in this field has grown year on year. Citation analysis revealed that Lujun Su, Scott R. Swanson and Xiaohong Chen are the most influential authors, and Tourism Management is the most influential journal. A keyword analysis was also called of the abstract text.
References
1. Ahlawat R (2022) Customer Satisfaction and Customer Loyalty: A study of budget and luxury hotels of U.K. Uttkarsh Publication.
2. Ahlawat R, Ghai M Garg SK (2022) Bibliometric Analysis of Published Research on RussiaUkraine War Using VOSviewer. Economic Affairs 67.
3. Ali BJ, Gardi B, Othman BJ, Ahmed SA, Ismael NB, Hamza PA, Aziz HM, Sabir BY, Sorguli S, Anwar G (2021) Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management 5:14–28.
4. Alkhurshan M, Rjoub H (2020) The Scope of an Integrated Analysis of Trust Switching Barriers, Customer Satisfaction and Loyalty. Journal of Competitiveness 12:5–21.
5. Amin M, Yahya Z, Ismayatim WFA, Nasharuddin SZ, Kassim E (2013) Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry. Services Marketing Quarterly 34:115–125.
6. Aminudin N, Hassan N, Shaukani A, A. Jamal S (2021) Customer Satisfaction towards Hotel Industry in Malaysia: A Systematic Review of Pre-Covid19 Era. Insight Journal 8.
7. Anabila P, Ameyibor LEK, Allan MM, Alomenu C (2022) Service Quality and Customer Loyalty in Ghana’s Hotel Industry: The Mediation Effects of Satisfaction and Delight. Journal of Quality Assurance in Hospitality, Tourism 23:748–770.
8. Balinado JR, Prasetyo YT, Young MN, Persada SF, Miraja BA, Perwira Redi AAN (2021) The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service. Journal of Open Innovation: Technology, Market, and Complexity 7:116.
9. Cassandra C, Gunawan A, Teguh W, Adi S, Gui A (2021) THE INFLUENCE of INFORMATION QUALITY, SYSTEM QUALITY, SERVICE QUALITY on CUSTOMER SATISFACTION for HOTEL ONLINE RESERVATION. Journal of Theoretical and Applied Information Technology:6091–6101.
10. Chang T-Y, Lin Y-C (2022) The Effects of Atmosphere on Perceived Values and Customer Satisfaction toward the Theme Hotel: The Moderating Role of Green Practice Perception. Sustainability 14:9153.
11. Colurcio M, Vigolo V, Edvardsson B (2022) Fifty years of research on silver economy: a bibliometric analysis. Sinergie Italian Journal of Management 40:149–171.
12. Dortyol IT, Varinli I, Kitapci O (2014) How do international tourists perceive hotel quality?: An exploratory study of service quality in Antalya tourism region. International Journal of Contemporary Hospitality Management 26:470–495.
13. van Eck NJ, Waltman L (2010) Software survey: VOSviewer, a computer program for bibliometric mapping. Scientometrics 84:523–538.
14. Fida BA, Ahmed U, Al-Balushi Y, Singh D (2020) Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open 10:215824402091951.
15. Grönroos C (1984) A Service Quality Model and its Marketing Implications. European Journal of Marketing 18:36–44.
16. Hu N, Zhang T, Gao B, Bose I (2019) What do hotel customers complain about? Text analysis using structural topic model. Tourism Management 72:417–426.
17. Keshavarz Y, Jamshidi D (2018) Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities 4:220–244.
18. Kotler P, Keller KL, Koshy A, Jha M (2013) Marketing management: a South Asian perspectives, 14th edition. Pearson.
19. Kusumawardani AM, Aruan DTH (2019) Comparing the effects of service quality and value-for-money on customer satisfaction, airline image and behavioural intention between full-service and low-cost airlines: evidence from Indonesia. International Journal of Tourism Policy 9:27.
20. Lai IKW, Hitchcock M (2017) Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis. Tourism Management 60:107–129.
21. Lai P-L, Jang H, Fang M, Peng K (2022) Determinants of customer satisfaction with parcel locker services in last-mile logistics. The Asian Journal of Shipping and Logistics 38:25–30.
22. Liat CB, Mansori S, Huei CT (2014) The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry. Journal of Hospitality Marketing, Management 23:314–326.
23. Liu Y, Huang D, Wang M, Wang Y (2020) How do Service Quality, Value, Pleasure, and Satisfaction Create Loyalty to Smart Dockless Bike-Sharing Systems? Review of Business Management 22.
24. Mahadevan K, Joshi S (2021) A bibliometric analysis of trends in electronic service quality research over two decades. International Journal of Integrated Supply Management 14:131.
25. Molina-Collado A, Gómez-Rico M, Sigala M, Molina MV, Aranda E, Salinero Y (2022) Mapping tourism and hospitality research on information and communication technology: a bibliometric and scientific approach. Information Technology, Tourism 24:299–340.
26. Nguyen T-M, Malik A (2022) Impact of knowledge sharing on employees’ service quality: the moderating role of artificial intelligence. International Marketing Review 39:482–508.
27. Nunkoo R, Teeroovengadum V, Ringle CM, Sunnassee V (2020) Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management 91:102414.
28. Padlee SF, Thaw CY, Zulkiffli SN ’Atikah (2019) The relationship between service quality, customer satisfaction and behavioural intentions. Tourism and hospitality management 25:121–139.
29. Parasuraman A, Berry LL, Zeithaml VA (1991) Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management 30:335–364.
30. Parasuraman AP, Zeithaml V, Berry L (1988) SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality. Journal of retailing.
31. Prentice C, Dominique Lopes S, Wang X (2020) The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing, Management 29:739–756.
32. Ratnasari RT, Gunawan S, Septiarini DF, Alif S, Kirana KC (2020) Customer Satisfaction Between Perceptions of Environment Destination Brand and Behavioural Intention. International Journal of Innovation, Creativity and Change 10.
33. Rita P, Oliveira T, Farisa A (2019) The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon 5:e02690.
34. Saputra AJ, Djumarno D (2021) Effect of Price and Service Quality on Customer Satisfaction and Its Implications for Customer Loyalty at Aston Pluit Hotel, Residence Jakarta. Dinasti International Journal of Economics, Finance, Accounting 2:71–84.
35. Su L, Swanson SR, Chen X (2016) The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management 52:82–95.
36. Sweileh WM (2020) Bibliometric analysis of peer-reviewed literature on climate change and human health with an emphasis on infectious diseases. Globalization and Health 16:44.
37. Upadhyai R, Jain AK, Roy H, Pant V (2019) A Review of Healthcare Service Quality Dimensions and their Measurement. Journal of Health Management 21:102–127.
38. Wai Lai IK (2019) Hotel image and reputation on building customer loyalty: An empirical study in Macau. Journal of Hospitality and Tourism Management 38:111–121.
39. Yas H, Jusoh A, Abbas A, Mardani A, Nor K (2020) A review and bibliometric analysis of service quality and customer satisfaction by using Scopus database. International Journal of Management 11:459–470.
40. Zeithaml VA, Bitner MJ (1996) Services Marketing. McGraw Hill.

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to cite

Ahlawat, R., Ghai, M., & Garg, S. K. (2023). Bibliometric review of scholarly work on service quality and customer satisfaction in hotels. Multidisciplinary Reviews, 6(3), 2023030. https://doi.org/10.31893/multirev.2023030

[1] Ahlawat R (2022) Customer Satisfaction and Customer Loyalty: A study of budget and luxury hotels of U.K. Uttkarsh Publication.

[2] Ahlawat R, Ghai M Garg SK (2022) Bibliometric Analysis of Published Research on RussiaUkraine War Using VOSviewer. Economic Affairs 67.

[3] Ali BJ, Gardi B, Othman BJ, Ahmed SA, Ismael NB, Hamza PA, Aziz HM, Sabir BY, Sorguli S, Anwar G (2021) Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management 5:14–28.

[4] Alkhurshan M, Rjoub H (2020) The Scope of an Integrated Analysis of Trust Switching Barriers, Customer Satisfaction and Loyalty. Journal of Competitiveness 12:5–21.

[5] Amin M, Yahya Z, Ismayatim WFA, Nasharuddin SZ, Kassim E (2013) Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry. Services Marketing Quarterly 34:115–125.

[6] Aminudin N, Hassan N, Shaukani A, A. Jamal S (2021) Customer Satisfaction towards Hotel Industry in Malaysia: A Systematic Review of Pre-Covid19 Era. Insight Journal 8.

[7] Anabila P, Ameyibor LEK, Allan MM, Alomenu C (2022) Service Quality and Customer Loyalty in Ghana’s Hotel Industry: The Mediation Effects of Satisfaction and Delight. Journal of Quality Assurance in Hospitality, Tourism 23:748–770.

[8] Balinado JR, Prasetyo YT, Young MN, Persada SF, Miraja BA, Perwira Redi AAN (2021) The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service. Journal of Open Innovation: Technology, Market, and Complexity 7:116.

[9] Cassandra C, Gunawan A, Teguh W, Adi S, Gui A (2021) THE INFLUENCE of INFORMATION QUALITY, SYSTEM QUALITY, SERVICE QUALITY on CUSTOMER SATISFACTION for HOTEL ONLINE RESERVATION. Journal of Theoretical and Applied Information Technology:6091–6101.

[10] Chang T-Y, Lin Y-C (2022) The Effects of Atmosphere on Perceived Values and Customer Satisfaction toward the Theme Hotel: The Moderating Role of Green Practice Perception. Sustainability 14:9153.

[11] Colurcio M, Vigolo V, Edvardsson B (2022) Fifty years of research on silver economy: a bibliometric analysis. Sinergie Italian Journal of Management 40:149–171.

[12] Dortyol IT, Varinli I, Kitapci O (2014) How do international tourists perceive hotel quality?: An exploratory study of service quality in Antalya tourism region. International Journal of Contemporary Hospitality Management 26:470–495.

[13] van Eck NJ, Waltman L (2010) Software survey: VOSviewer, a computer program for bibliometric mapping. Scientometrics 84:523–538.

[14] Fida BA, Ahmed U, Al-Balushi Y, Singh D (2020) Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open 10:215824402091951.

[15] Grönroos C (1984) A Service Quality Model and its Marketing Implications. European Journal of Marketing 18:36–44.

[16] Hu N, Zhang T, Gao B, Bose I (2019) What do hotel customers complain about? Text analysis using structural topic model. Tourism Management 72:417–426.

[17] Keshavarz Y, Jamshidi D (2018) Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities 4:220–244.

[18] Kotler P, Keller KL, Koshy A, Jha M (2013) Marketing management: a South Asian perspectives, 14th edition. Pearson.

[19] Kusumawardani AM, Aruan DTH (2019) Comparing the effects of service quality and value-for-money on customer satisfaction, airline image and behavioural intention between full-service and low-cost airlines: evidence from Indonesia. International Journal of Tourism Policy 9:27.

[20] Lai IKW, Hitchcock M (2017) Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis. Tourism Management 60:107–129.

[21] Lai P-L, Jang H, Fang M, Peng K (2022) Determinants of customer satisfaction with parcel locker services in last-mile logistics. The Asian Journal of Shipping and Logistics 38:25–30.

[22] Liat CB, Mansori S, Huei CT (2014) The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry. Journal of Hospitality Marketing, Management 23:314–326.

[23] Liu Y, Huang D, Wang M, Wang Y (2020) How do Service Quality, Value, Pleasure, and Satisfaction Create Loyalty to Smart Dockless Bike-Sharing Systems? Review of Business Management 22.

[24] Mahadevan K, Joshi S (2021) A bibliometric analysis of trends in electronic service quality research over two decades. International Journal of Integrated Supply Management 14:131.

[25] Molina-Collado A, Gómez-Rico M, Sigala M, Molina MV, Aranda E, Salinero Y (2022) Mapping tourism and hospitality research on information and communication technology: a bibliometric and scientific approach. Information Technology, Tourism 24:299–340.

[26] Nguyen T-M, Malik A (2022) Impact of knowledge sharing on employees’ service quality: the moderating role of artificial intelligence. International Marketing Review 39:482–508.

[27] Nunkoo R, Teeroovengadum V, Ringle CM, Sunnassee V (2020) Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management 91:102414.

[28] Padlee SF, Thaw CY, Zulkiffli SN ’Atikah (2019) The relationship between service quality, customer satisfaction and behavioural intentions. Tourism and hospitality management 25:121–139.

[29] Parasuraman A, Berry LL, Zeithaml VA (1991) Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management 30:335–364.

[30] Parasuraman AP, Zeithaml V, Berry L (1988) SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality. Journal of retailing.

[31] Prentice C, Dominique Lopes S, Wang X (2020) The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing, Management 29:739–756.

[32] Ratnasari RT, Gunawan S, Septiarini DF, Alif S, Kirana KC (2020) Customer Satisfaction Between Perceptions of Environment Destination Brand and Behavioural Intention. International Journal of Innovation, Creativity and Change 10.

[33] Rita P, Oliveira T, Farisa A (2019) The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon 5:e02690.

[34] Saputra AJ, Djumarno D (2021) Effect of Price and Service Quality on Customer Satisfaction and Its Implications for Customer Loyalty at Aston Pluit Hotel, Residence Jakarta. Dinasti International Journal of Economics, Finance, Accounting 2:71–84.

[35] Su L, Swanson SR, Chen X (2016) The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management 52:82–95.

[36] Sweileh WM (2020) Bibliometric analysis of peer-reviewed literature on climate change and human health with an emphasis on infectious diseases. Globalization and Health 16:44.

[37] Upadhyai R, Jain AK, Roy H, Pant V (2019) A Review of Healthcare Service Quality Dimensions and their Measurement. Journal of Health Management 21:102–127.

[38] Wai Lai IK (2019) Hotel image and reputation on building customer loyalty: An empirical study in Macau. Journal of Hospitality and Tourism Management 38:111–121.

[39] Yas H, Jusoh A, Abbas A, Mardani A, Nor K (2020) A review and bibliometric analysis of service quality and customer satisfaction by using Scopus database. International Journal of Management 11:459–470.

[40] Zeithaml VA, Bitner MJ (1996) Services Marketing. McGraw Hill.

Abstract

References

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