BIBLIOMETRIC ANALYSIS OF SERVICE QUALITY: SERVQUAL RESEARCH TRENDS IN VARIOUS FIELDS FOR THE PERIOD 2012-2022

Abstract

The SERVQUAL bibliometric study was conducted to build a strong foundation for improving service quality in various fields or sectors in new and meaningful ways. Analysis of the number of publications and citations shows fluctuations in SERVQUAL research in various fields. Based on the Network Visualization analysis of the co-word map, research on SERVQUAL in various fields is divided into 5 clusters. (1) Cluster 1. The red color consists of 11items: Fuzzy Servqual, Healthcare service, Hospital, Industry, Level, Paper, Patient, Quality, Reliability, Sevqual Method, and Servqual Score. (2) Cluster 2. The green color consists of 8 items: Customer Satisfaction, Impact, Importance, Relationship, Review, Satisfaction, Service Quality Dimension, Servqual Dimension (3) Cluster 3. The blue color consists of 8 items: Context, Evaluation, India, Item, Measuring service quality, Model, Servqual, and Turkey. (4) Cluster4. Yellow consists of 4 items: Gap, Perception, Perspective, and Servqual Analysis. (5) Cluster 5. Purple consists of 4 items: Adaptation, Application, Case Study, and Service. The results of the bibliometric analysis of six service sector groups produced several findings. The application of dimensions and methods combined in measuring service quality shows that service quality in different sectors has a variety of approaches.