A RESEARCH ON THE EXAMINATION OF SERVICE QUALITY AND SERVQUAL SCALE LITERATURE WITH BIBLIOMETRIC ANALYSIS METHOD

Abstract

The main purpose of the study is to examine the periodic changes and development of the SERVQUAL scale in the literature, which is one of the leading researchers in measuring service quality in the literature. The study's data set includes academic articles published between 1980-2020 and quoted in the Web of Science database. In these academic articles, those with the words ""Service Quality"" and/or ""SERVQUAL"" in their title were examined. Bibliometric analysis was carried out using SciMat software as a common word analysis based on keywords. Service quality and the SERVQUAL scale, which is an important measurement tool in this context, were examined in three different study areas. The emerging themes for each period were determined. The journal and publication distributions were examined by examining the citation and publication performances for each period. Analysis results reveal that customer perception is an effective concept in the studies on service quality and determined that the increasing consumer expectations resulting from the developing competitive environment over the years are also reflected in the service quality literature. The study is important in understanding the direction in which service quality-oriented works are evolving and providing efficiency in parallel with business life developments.