Title: Mapping the service quality landscape in property business: science mapping and thematic clustering

Authors: Sathyanarayana Kaliprasad; Veer P. Gangwar; Raj Kumar Singh

Addresses: Mittal School of Business, Lovely Professional University, Jalandhar, India ' Mittal School of Business, Lovely Professional University, Jalandhar, India ' School of Management, Graphic Era Hill University, Dehradun, India

Abstract: This research aims to synthesise the literature on the service quality (SQ) landscape in the property business using bibliometric analysis. This study examines past, current, and future service quality investigations in real estate. The documents are extracted from the Scopus database, and 151 papers are chosen based on inclusion and exclusion criteria such as subject area, document type, and language. Bibliometric analysis, such as citation analysis, is performed to identify the most influential document and authors. The most prolific writers and sources are identified using productivity analysis. The four thematic clusters of service quality research in real estate are discovered using bibliographic coupling. Co-citation analysis is employed to identify citation patterns and highly referenced texts. Additionally, co-occurrence analysis is employed to create thematic trends, and word cloud highlights the frequently used keywords in service quality research in real estate. The article outlines the directions for further study.

Keywords: service quality; SQ; real estate; bibliometric analysis; word cloud; co-occurrence analysis.

DOI: 10.1504/IJPMB.2024.142641

International Journal of Process Management and Benchmarking, 2024 Vol.18 No.4, pp.417 - 432

Received: 01 Aug 2023
Accepted: 04 Aug 2023
Published online: 14 Nov 2024 *

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