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

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.