Title: Digital banking service quality: a bibliometric analysis of the literature from 1991-2022

Authors: Preeti Arora; Rashi Banerji

Addresses: Department of Management and Commerce, Manav Rachna University, Faridabad, 124001, India ' Department of Management and Commerce, Manav Rachna University, Faridabad, 124001, India

Abstract: Does anyone like visiting a bank? Standing in a long queue, waiting for their turn? Or is seamless banking with digital services an attractive option? Poor service quality can lead to frustrated customers, decreased trust, and decreased adoption of digital banking services. In the present times, internet-based tools have altered the way businesses communicate with their customers. Digital banking is an ecosystem that incorporates the digital environment to improve the overall banking experience, timeliness, precision, and ease for both the front end and the back end. The study clarifies the collective knowledge of digital banking service quality through bibliometric analysis. The Scopus database is used in the study using the keyword 'Digital banking service quality'. The bibliographic search yielded 187 results spanning from 1991 to 2022. The analysis presents the result for scientific publications per year, article citations, source of publications, co-occurrence, country-wise publications, and bibliometric coupling. The significant findings reveal that Alkhowaiter (2020) is the most cited article. Co-word analysis came out with five clusters showing the composition of different keywords. Bibliometric coupling emerged with six clusters, identifying varied themes around digital banking service quality. The paper is concluded by discussing implications and limitations.

Keywords: digital banking; internet banking; service quality; customer satisfaction; customer experience; bibliometric analysis.

DOI: 10.1504/IJBBM.2024.140374

International Journal of Bibliometrics in Business and Management, 2024 Vol.3 No.2, pp.162 - 181

Received: 14 Mar 2023
Accepted: 28 Dec 2023
Published online: 05 Aug 2024 *

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