A Bibliometric Analysis of Service Quality and Customer Perception Research in the Banking Sector

Abstract

This study presents a bibliometric analysis of research on service quality and customer perception in the banking sector published between 2013 and 2023. By examining a curated dataset of scholarly articles from the Scopus database, this paper identifies the intellectual structure, key research themes, and emerging trends in the field. The analysis reveals a consistent growth in publications, indicating sustained academic interest. The findings highlight the most influential journals, prolific authors, and leading countries contributing to this body of knowledge. Co-occurrence analysis of keywords identifies prominent research clusters, including the evolution from traditional service quality models to the emphasis on digital banking, e-service quality, and customer experience in the modern banking landscape. This study provides a comprehensive overview for academics and practitioners, outlining the trajectory of research and suggesting avenues for future inquiry in an increasingly technology-driven banking environment.