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A Bibliometric Analysis of Service Quality in the Hospitality Industry (2014–2024)

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  • Olakunle Shakur Olawuyi

    (Department of Hospitality Management, Tshwane University of Technology, Pretoria 0183, South Africa)

  • Carina Kleynhans

    (Department of Hospitality Management, Tshwane University of Technology, Pretoria 0183, South Africa)

Abstract

Service quality is important for the survival of all businesses, including the hospitality business. Service quality can be measured by a model referred to as SERVQUAL, which comprises five parameters, namely, tangibility, reliability, assurance, empathy, and responsiveness. It is very important to examine publications to ascertain trends in service quality in the hospitality industry during the previous decade (2014–2024). Data were collected from the Scopus database, the article search having yielded 876 documents. The eligibility criteria were as follows: papers had to be published between 2014 and 2024, had to be written in English, and were restricted to articles, conference papers, book chapters, and review papers. The collected data were analyzed with the biblioshiny package in RStudio. The results revealed that the journal with the highest number of articles published during the period under study was Sustainability (Switzerland). Hong Kong Polytechnic was the institution with the highest number of publications vis-à-vis service quality in the hospitality industry, followed by Bina Nusantara University and Eastern Mediterranean University. It is notable that customer satisfaction featured prominently in different clusters, which emphasizes the fact that service quality is targeted at satisfying customers.

Suggested Citation

  • Olakunle Shakur Olawuyi & Carina Kleynhans, 2025. "A Bibliometric Analysis of Service Quality in the Hospitality Industry (2014–2024)," Administrative Sciences, MDPI, vol. 15(6), pages 1-23, May.
    • Handle: RePEc:gam:jadmsc:v:15:y:2025:i:6:p:215-:d:1668347
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    References listed on IDEAS

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    1. Arafat Rahman & Peter Björk & Annika Ravald, 2020. "Exploring the effects of service provider’s organizational support and empowerment on employee engagement and well-being," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1767329-176, January.
    2. Herbert Woratschek & Chris Horbel & Bastian Popp, 2020. "Determining customer satisfaction and loyalty from a value co-creation perspective," The Service Industries Journal, Taylor & Francis Journals, vol. 40(11-12), pages 777-799, July.
    3. Marc Oliveras-Villanueva & Josep Llach & Jordi Perramon, 2020. "Service Quality in Hospitality and the Sustainability Effect: Systematic Literature Review and Future Research Agenda," Sustainability, MDPI, vol. 12(19), pages 1-16, October.
    4. Lina Pilelienė & Viktorija Grigaliūnaitė & Yuliya Bogoyavlenska, 2024. "A Bibliometric Review of Innovations in Sustainable Tourism Research: Current Trends and Future Research Agenda," Sustainability, MDPI, vol. 16(16), pages 1-28, August.
    5. Chatarin Subying & Chanin Yoopetch, 2023. "A Bibliometric Review of Revenue Management in the Tourism and Hospitality Industry, 1989–2021," Sustainability, MDPI, vol. 15(20), pages 1-20, October.
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