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Research process and bibliometric analysis: bank service quality assessment

Author

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  • Leonardo Ensslin
  • Sandra Rolim Ensslin
  • Hugo de Moraes Pinto

Abstract

The objective of this research is to demonstrate how a researcher can, in a structured way, select relevant articles and identify which characteristics they possess that contribute scientifically to a topic of interest - as shown here in international literature on Quality Assessment Banking. The work is characterized as exploratory, descriptive, theoretical-illustrative, with the theoretical instrument of intervention being the Knowledge Development Process - Constructivist (Proknow-C). Development of the process found: (a) a portfolio of 28 articles aligned with the vision adopted by the researchers that informed the drafting of the theoretical framework of this research; (b) that the journal International Journal of Bank Marketing presents the highest impact factor for the scientific community regarding the JCR and SJR bases; (c) banking, customer satisfaction, customer loyalty and service quality as the most recurring keywords; and (d) the authors A. H. Aldlaigan and F. A. Buttle and the article Customer satisfaction and retail banking: an assessment of some of the key Antecedents of customer satisfaction in retail banking written by A. Jamal and K. Naser as prominent in the area.

Suggested Citation

  • Leonardo Ensslin & Sandra Rolim Ensslin & Hugo de Moraes Pinto, 2013. "Research process and bibliometric analysis: bank service quality assessment," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 17(3), pages 325-349.
    • Handle: RePEc:abg:anprac:v:17:y:2013:i:3:992
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