Abstract
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 soft-ware 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 ‘Busi-ness, Management and Accounting’ had the highest number of publications. To-tal 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 lead-ing country and institution in the selected search of e-service and e-service quali-ty. 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.
Highlights
Bibliometric analysis is a tool which is used to explore the trends and developments in the body of knowledge
Bibliometric analysis is a quantitative approach which helps to identify and analyze the data related with keywords used and searched in the literature, their relationships, the number of articles published in a particular time frame and their citations [3]–[5]
When the services are performed in cyberspace such as using technologies, they are termed as e-services
Summary
Bibliometric analysis is a tool which is used to explore the trends and developments in the body of knowledge. It is the empirical and theoretical works of various researchers whose valuable contributions develop certain discipline, area or construct overtime [1], [2]. Few studies had performed bibliometric analysis on service quality. A review and bibliometric analysis of service quality, and customer satisfaction was conducted by Yas et al, [10] and they had used Scopus database. The purpose of current paper was to explore and comprehend the trends and developments of e-services and e-service quality globally. What is the bibliometric mapping of ‘e-services and e-service quality’ search in terms of authors, countries, keywords, and documents?
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