A Bibliometric Analysis of Service Quality in the Hospitality Industry (2014–2024)
Service quality is important for the survival of all businesses, including the hospitality business. Service quality can be measured by a model referred to as SERVQUAL, which comprises five parameters, namely, tangibility, reliability, assurance, empathy, and responsiveness. It is very important to...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2025-05-01
|
| Series: | Administrative Sciences |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2076-3387/15/6/215 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1849423983330459648 |
|---|---|
| author | Olakunle Shakur Olawuyi Carina Kleynhans |
| author_facet | Olakunle Shakur Olawuyi Carina Kleynhans |
| author_sort | Olakunle Shakur Olawuyi |
| collection | DOAJ |
| description | Service quality is important for the survival of all businesses, including the hospitality business. Service quality can be measured by a model referred to as SERVQUAL, which comprises five parameters, namely, tangibility, reliability, assurance, empathy, and responsiveness. It is very important to examine publications to ascertain trends in service quality in the hospitality industry during the previous decade (2014–2024). Data were collected from the Scopus database, the article search having yielded 876 documents. The eligibility criteria were as follows: papers had to be published between 2014 and 2024, had to be written in English, and were restricted to articles, conference papers, book chapters, and review papers. The collected data were analyzed with the biblioshiny package in RStudio. The results revealed that the journal with the highest number of articles published during the period under study was <i>Sustainability</i> (Switzerland). Hong Kong Polytechnic was the institution with the highest number of publications vis-à-vis service quality in the hospitality industry, followed by Bina Nusantara University and Eastern Mediterranean University. It is notable that customer satisfaction featured prominently in different clusters, which emphasizes the fact that service quality is targeted at satisfying customers. |
| format | Article |
| id | doaj-art-252d13facbc44487bd394001b8df4da9 |
| institution | Kabale University |
| issn | 2076-3387 |
| language | English |
| publishDate | 2025-05-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Administrative Sciences |
| spelling | doaj-art-252d13facbc44487bd394001b8df4da92025-08-20T03:30:24ZengMDPI AGAdministrative Sciences2076-33872025-05-0115621510.3390/admsci15060215A Bibliometric Analysis of Service Quality in the Hospitality Industry (2014–2024)Olakunle Shakur Olawuyi0Carina Kleynhans1Department of Hospitality Management, Tshwane University of Technology, Pretoria 0183, South AfricaDepartment of Hospitality Management, Tshwane University of Technology, Pretoria 0183, South AfricaService quality is important for the survival of all businesses, including the hospitality business. Service quality can be measured by a model referred to as SERVQUAL, which comprises five parameters, namely, tangibility, reliability, assurance, empathy, and responsiveness. It is very important to examine publications to ascertain trends in service quality in the hospitality industry during the previous decade (2014–2024). Data were collected from the Scopus database, the article search having yielded 876 documents. The eligibility criteria were as follows: papers had to be published between 2014 and 2024, had to be written in English, and were restricted to articles, conference papers, book chapters, and review papers. The collected data were analyzed with the biblioshiny package in RStudio. The results revealed that the journal with the highest number of articles published during the period under study was <i>Sustainability</i> (Switzerland). Hong Kong Polytechnic was the institution with the highest number of publications vis-à-vis service quality in the hospitality industry, followed by Bina Nusantara University and Eastern Mediterranean University. It is notable that customer satisfaction featured prominently in different clusters, which emphasizes the fact that service quality is targeted at satisfying customers.https://www.mdpi.com/2076-3387/15/6/215service qualitySERVQUALhospitality industry and bibliometric |
| spellingShingle | Olakunle Shakur Olawuyi Carina Kleynhans A Bibliometric Analysis of Service Quality in the Hospitality Industry (2014–2024) Administrative Sciences service quality SERVQUAL hospitality industry and bibliometric |
| title | A Bibliometric Analysis of Service Quality in the Hospitality Industry (2014–2024) |
| title_full | A Bibliometric Analysis of Service Quality in the Hospitality Industry (2014–2024) |
| title_fullStr | A Bibliometric Analysis of Service Quality in the Hospitality Industry (2014–2024) |
| title_full_unstemmed | A Bibliometric Analysis of Service Quality in the Hospitality Industry (2014–2024) |
| title_short | A Bibliometric Analysis of Service Quality in the Hospitality Industry (2014–2024) |
| title_sort | bibliometric analysis of service quality in the hospitality industry 2014 2024 |
| topic | service quality SERVQUAL hospitality industry and bibliometric |
| url | https://www.mdpi.com/2076-3387/15/6/215 |
| work_keys_str_mv | AT olakunleshakurolawuyi abibliometricanalysisofservicequalityinthehospitalityindustry20142024 AT carinakleynhans abibliometricanalysisofservicequalityinthehospitalityindustry20142024 AT olakunleshakurolawuyi bibliometricanalysisofservicequalityinthehospitalityindustry20142024 AT carinakleynhans bibliometricanalysisofservicequalityinthehospitalityindustry20142024 |