E-Service Quality and Customer Satisfaction: Insights and Trends from a Bibliometric Analysis

Abstract

The rapid expansion of e-commerce has made e-service quality a critical factor in determining customer satisfaction. This bibliometric analysis explores the key research trends and future directions related to e-service quality and customer satisfaction in the e-commerce sector. By reviewing two decades of academic contributions, the study identifies the most influential articles, authors, and research patterns shaping this field. Key themes such as website usability, service reliability, security, and customer support consistently emerge as essential factors driving customer satisfaction in e-commerce. The study also highlights the growing complexity of managing customer expectations as online shopping becomes more widespread. While the literature has made significant progress, gaps remain in understanding how e-service quality varies across different regions, cultures, and industries. This calls for further research to explore these differences and develop tailored approaches for improving e-service quality within the global e-commerce landscape. The findings provide useful insights for researchers and practitioners seeking to enhance customer satisfaction by improving the e-service quality.