Title: A bibliometric analysis of trends in electronic service quality research over two decades

Authors: Kala Mahadevan; Sujata Joshi

Addresses: Symbiosis Institute of Digital and Telecom Management, Symbiosis International (Deemed University), Pune, India; Dr. V.N. Bedekar Institute of Management Studies, Thane, India ' Symbiosis Institute of Digital and Telecom Management, Symbiosis International (Deemed University), Pune, India

Abstract: This paper encapsulates published research literature on electronic service quality through a bibliometric analysis using the Scopus database and bibliometric and graphical visualisation tools such as Biblioshiny and VOSviewer. The literature is investigated over a two-decade period (1999 to 2019) in order to assess citation trends, top contributing countries, journals and authors, and establishing network visualisation patterns such as keyword co-occurrences, co-authorship linkages and citation analysis. USA and Taiwan dominate research in this field in terms of articles published as well as citations. It is found that research largely pertains to the conceptualisation, measurement and evaluation of electronic service quality followed by focus on constructs like value, satisfaction, loyalty and behavioural intentions. Electronic commerce and banking are the key industries for research in this area. This paper aims to offer researchers a quick snapshot and mapping of research trends which would provide a guideline for future research in this area.

Keywords: electronic service quality; e-service quality; online service quality; electronic quality; e-quality; bibliometric analysis; bibliometrix; Biblioshiny; VOSviewer; citation analysis.

DOI: 10.1504/IJISM.2021.115684

International Journal of Integrated Supply Management, 2021 Vol.14 No.2, pp.131 - 166

Received: 09 Jan 2020
Accepted: 29 Jul 2020
Published online: 16 Jun 2021 *

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