Everything is Going Electronic, so do Services and Service Quality: Bibliometric Analysis of E-Services and E-Service Quality

Abstract

Purpose: The purpose of the study was to explore the developments in ‘e-services and e-service quality' from 2000 to 2020. Data Source: Scopus database was used to conduct the bibliometric analysis of 404 documents. Method: VOSviewer software was used to analyse the research articles associated with ‘e-services and e-service quality' research. Search was limited to keywords of ‘e-services OR e-service and e-service quality'. Findings: Results revealed that the field of ‘Business, Management and Accounting' had the highest number of publications. Total Quality Management and Business Excellence was found at the top among the most productive journals in chosen search. Chang W.-I. and Yuan S.-T. from Taiwan were found to be the leading authors among top ten authors. United States and National Cheng Kung University of Taiwan were found to be the leading country and institution in the selected search of e-service and e-service quality. Originality/Value: This study, to best of our knowledge, is the first of its kind in mapping the ‘e-services and e-service quality' literature in Scopus. This will aid in shaping the central theme and set the future research directions for the researchers.