Title: Customer satisfaction construct: review and bibliometric study

Authors: Uday Arun Bhale; Harpreet Singh Bedi

Addresses: Mittal Business School, Lovely Professional University, Jalandhar – Delhi, Grand Trunk Rd., Phagwara, Punjab 144001, India ' Mittal School of Business, Lovely Professional University, India

Abstract: The customer satisfaction construct is of great interest to marketing researchers. This topic is important because customer satisfaction helps in the creation of maintainable competitive advantage and improvement in the financial outcomes of businesses. The purpose of this study is to offer the most recent status of published articles on the customer satisfaction construct on the Scopus database. The bibliometric analysis was conducted on the keyword 'customer satisfaction' in the Scopus database using the 'title, abstract, and keywords' search option. According to the study, the customer satisfaction construct has emerged as a major research subject in the last decade, with a total of 61,225 articles till the end of 2020. The first publication on the customer satisfaction construct dates to the year 1928. The construct is a global phenomenon that has captured the interest of experts around the world in the previous decade, with publications ranging from 2016 to 2020. The study reveals that publications on customer satisfaction are available in a variety of fields but as expected, publication in the discipline of business management dominates this area of research. The study can be used by academicians as a ready reference if they want to do further study on the customer satisfaction construct.

Keywords: review; customer satisfaction; bibliometric; Scopus database.

DOI: 10.1504/IJBBM.2024.140364

International Journal of Bibliometrics in Business and Management, 2024 Vol.3 No.2, pp.147 - 161

Received: 10 Sep 2023
Accepted: 13 Feb 2024
Published online: 05 Aug 2024 *

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