{"id":"https://openalex.org/W4317036799","doi":"https://doi.org/10.1108/qrfm-01-2022-0008","title":"Banking service quality literature: a bibliometric review and future research agenda","display_name":"Banking service quality literature: a bibliometric review and future research agenda","publication_year":2023,"publication_date":"2023-01-18","ids":{"openalex":"https://openalex.org/W4317036799","doi":"https://doi.org/10.1108/qrfm-01-2022-0008"},"language":"en","primary_location":{"id":"doi:10.1108/qrfm-01-2022-0008","doi":"https://doi.org/10.1108/qrfm-01-2022-0008","is_oa":false,"landing_page_url":"https://doi.org/10.1108/qrfm-01-2022-0008","pdf_url":null,"source":{"id":"https://openalex.org/S32948690","display_name":"Qualitative Research in Financial Markets","issn_l":"1755-4179","issn":["1755-4179","1755-4187"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-2"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Qualitative Research in Financial Markets","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5072960350","display_name":"Ritesh Jayantibhai Patel","orcid":"https://orcid.org/0000-0003-1308-009X","observed_orcids":["https://orcid.org/0000-0003-1308-009X"]},"institutions":[{"id":"https://openalex.org/I165831266","display_name":"Nirma University","ror":"https://ror.org/05qkq7x38","country_code":"IN","type":"education","lineage":["https://openalex.org/I165831266"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Ritesh J. Patel","raw_affiliation_strings":["Economics and Finance Area, Institute of Management, Nirma University, Ahmedabad, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Economics and Finance Area, Institute of Management, Nirma University, Ahmedabad, India","institution_ids":["https://openalex.org/I165831266"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5001287636","display_name":"Aaliyah Siddiqui","orcid":"https://orcid.org/0000-0003-0703-3705","observed_orcids":["https://orcid.org/0000-0003-0703-3705"]},"institutions":[{"id":"https://openalex.org/I244572783","display_name":"Symbiosis International University","ror":"https://ror.org/005r2ww51","country_code":"IN","type":"education","lineage":["https://openalex.org/I244572783"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Aaliyah Siddiqui","raw_affiliation_strings":["Symbiosis Centre for Management Studies, Symbiosis International (Deemed) University, Nagpur, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Symbiosis Centre for Management Studies, Symbiosis International (Deemed) University, Nagpur, India","institution_ids":["https://openalex.org/I244572783"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":6.3974,"has_fulltext":false,"cited_by_count":22,"citation_normalized_percentile":{"value":0.96253624,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"15","issue":"5","first_page":"732","last_page":"756"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9843999743461609,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9843999743461609,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.008100000210106373,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.0010000000474974513,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/banking-service-quality","display_name":"bank service quality","score":0.9990000128746033},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9039999842643738},{"id":"https://openalex.org/keywords/retail-banking","display_name":"retail banking","score":0.9649999737739563},{"id":"https://openalex.org/keywords/online-banking","display_name":"internet banking","score":0.9900000095367432},{"id":"https://openalex.org/keywords/mobile-banking","display_name":"mobile banking","score":1.0},{"id":"https://openalex.org/keywords/emerging-markets","display_name":"emerging markets","score":0.8009999990463257},{"id":"https://openalex.org/keywords/research-trends","display_name":"research trends","score":0.503000020980835},{"id":"https://openalex.org/keywords/future-directions","display_name":"future research directions","score":0.6480000019073486}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.7069263458251953},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6446018218994141},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5326568484306335},{"id":"https://openalex.org/C2778012447","wikidata":"https://www.wikidata.org/wiki/Q1034415","display_name":"Scope (computer science)","level":2,"score":0.5271263718605042},{"id":"https://openalex.org/C156152238","wikidata":"https://www.wikidata.org/wiki/Q1548025","display_name":"Retail banking","level":2,"score":0.521335244178772},{"id":"https://openalex.org/C2775930393","wikidata":"https://www.wikidata.org/wiki/Q1941439","display_name":"Mobile banking","level":2,"score":0.5209175944328308},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4977703392505646},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.48817139863967896},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.4665956497192383},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4373207688331604},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3547264337539673},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.31260257959365845},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.2129075527191162},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.17211148142814636},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.10865926742553711},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/qrfm-01-2022-0008","doi":"https://doi.org/10.1108/qrfm-01-2022-0008","is_oa":false,"landing_page_url":"https://doi.org/10.1108/qrfm-01-2022-0008","pdf_url":null,"source":{"id":"https://openalex.org/S32948690","display_name":"Qualitative Research in Financial Markets","issn_l":"1755-4179","issn":["1755-4179","1755-4187"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-2"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Qualitative Research in Financial Markets","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:eme:qrfmpp:qrfm-01-2022-0008","doi":null,"is_oa":false,"landing_page_url":"https://www.emerald.com/insight/content/doi/10.1108/QRFM-01-2022-0008/full/html?utm_source=repec&utm_medium=feed&utm_campaign=repec","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":109,"referenced_works":["https://openalex.org/W150292108","https://openalex.org/W634127540","https://openalex.org/W1488232933","https://openalex.org/W1525196160","https://openalex.org/W1608315453","https://openalex.org/W1963608071","https://openalex.org/W1964725174","https://openalex.org/W1964759644","https://openalex.org/W1965643150","https://openalex.org/W1967229606","https://openalex.org/W1967251522","https://openalex.org/W1967297832","https://openalex.org/W1974232655","https://openalex.org/W1977777040","https://openalex.org/W1979042924","https://openalex.org/W1983060006","https://openalex.org/W1983532449","https://openalex.org/W1989501895","https://openalex.org/W1992124728","https://openalex.org/W1992706455","https://openalex.org/W1994114890","https://openalex.org/W1994367353","https://openalex.org/W1995889545","https://openalex.org/W1997790437","https://openalex.org/W1999102038","https://openalex.org/W1999321902","https://openalex.org/W2002451675","https://openalex.org/W2002484107","https://openalex.org/W2018150553","https://openalex.org/W2021530251","https://openalex.org/W2030838875","https://openalex.org/W2033626702","https://openalex.org/W2048814455","https://openalex.org/W2048958995","https://openalex.org/W2058189291","https://openalex.org/W2060022214","https://openalex.org/W2061915826","https://openalex.org/W2062505065","https://openalex.org/W2072015659","https://openalex.org/W2074232755","https://openalex.org/W2075964274","https://openalex.org/W2078967960","https://openalex.org/W2090041687","https://openalex.org/W2090704724","https://openalex.org/W2095427588","https://openalex.org/W2150220236","https://openalex.org/W2152221496","https://openalex.org/W2163291330","https://openalex.org/W2164856000","https://openalex.org/W2166410494","https://openalex.org/W2207596617","https://openalex.org/W2256358662","https://openalex.org/W2325892086","https://openalex.org/W2344154617","https://openalex.org/W2345440073","https://openalex.org/W2494974994","https://openalex.org/W2588998919","https://openalex.org/W2592517713","https://openalex.org/W2604853804","https://openalex.org/W2736010881","https://openalex.org/W2737191863","https://openalex.org/W2743040281","https://openalex.org/W2755077155","https://openalex.org/W2803104037","https://openalex.org/W2885768765","https://openalex.org/W2889764008","https://openalex.org/W2892253941","https://openalex.org/W2895409706","https://openalex.org/W2902146312","https://openalex.org/W2903486281","https://openalex.org/W2911484033","https://openalex.org/W2921086076","https://openalex.org/W2926075389","https://openalex.org/W2941314763","https://openalex.org/W2943340063","https://openalex.org/W2944460521","https://openalex.org/W2951711958","https://openalex.org/W2955710773","https://openalex.org/W2983220740","https://openalex.org/W3030507874","https://openalex.org/W3035439001","https://openalex.org/W3039145092","https://openalex.org/W3043687799","https://openalex.org/W3107316554","https://openalex.org/W3117303694","https://openalex.org/W3120328791","https://openalex.org/W3158980316","https://openalex.org/W3177051802","https://openalex.org/W3196416759","https://openalex.org/W3197379184","https://openalex.org/W3198302587","https://openalex.org/W3206495323","https://openalex.org/W3211699351","https://openalex.org/W4205671447","https://openalex.org/W4205765084","https://openalex.org/W4210316348","https://openalex.org/W4220777179","https://openalex.org/W4220780594","https://openalex.org/W4221023289","https://openalex.org/W4225143042","https://openalex.org/W4229023761","https://openalex.org/W4229038087","https://openalex.org/W4235943384","https://openalex.org/W4245294309","https://openalex.org/W4281622293","https://openalex.org/W4283465071","https://openalex.org/W4285810593","https://openalex.org/W4297976365","https://openalex.org/W4307113252"],"related_works":["https://openalex.org/W2527093709","https://openalex.org/W6948828319","https://openalex.org/W4414208262","https://openalex.org/W1732192153","https://openalex.org/W7111061979","https://openalex.org/W4399171597","https://openalex.org/W7217072816","https://openalex.org/W4411831077","https://openalex.org/W4408376417","https://openalex.org/W4416093512"],"abstract_inverted_index":{"Purpose":[0],"The":[1,39,74,141],"purpose":[2],"of":[3,12,201],"this":[4],"paper":[5],"is":[6,25,77,100,128,136,192],"to":[7,18,26,31,85],"perform":[8],"a":[9,101],"meta-bibliometric":[10,60,199],"analysis":[11,61,69],"the":[13,59,78,111,129,137,198],"banking":[14,87,114,118,123,127,135,144,202],"service":[15,88,115,119,124,145,203],"quality":[16,120,146,204],"and":[17,48,52,70,83,121,153,166,186,205,213],"provide":[19,27],"various":[20],"research":[21,29,108,170,210],"streams.":[22],"Another":[23],"goal":[24],"future":[28,169,187,209],"questions":[30,171],"explore":[32],"these":[33],"areas":[34],"in":[35,110,150,155,194],"more":[36],"detail.":[37],"Design/methodology/approach":[38],"authors":[40],"used":[41,80,103],"three":[42,107,159],"major":[43],"academic":[44],"databases":[45],"(Scopus,":[46],"ProQuest":[47],"EBSCO)":[49],"from":[50],"1980\u20132021":[51],"found":[53],"226":[54],"papers,":[55],"where":[56],"they":[57],"performed":[58],"by":[62,95],"performing":[63],"co-citation":[64],"analysis,":[65,67],"co-authorship":[66],"cartographic":[68],"content":[71],"analysis.":[72],"Findings":[73],"SERVQUAL":[75],"model":[76,84],"most":[79,130],"conceptual":[81],"framework":[82],"study":[86,142,179,191],"quality.":[89,125],"Structural":[90],"equation":[91],"modeling":[92],"(SEM),":[93],"followed":[94],"partial":[96],"least":[97,138],"squares":[98],"SEM,":[99],"majorly":[102],"method.":[104],"There":[105],"are":[106],"streams":[109,160],"literature:":[112],"retail":[113],"quality,":[116],"internet":[117],"mobile":[122,134],"Retail":[126],"studied":[131,139],"stream,":[132],"whereas":[133],"stream.":[140],"on":[143],"was":[147],"initially":[148],"conducted":[149],"developed":[151],"markets,":[152],"later":[154],"emerging":[156],"markets.":[157],"All":[158],"have":[161,172],"scope":[162],"for":[163,182,208,211],"further":[164],"exploration,":[165],"hence,":[167],"44":[168],"also":[173],"been":[174],"proposed.":[175],"Research":[176],"limitations/implications":[177],"This":[178,190],"has":[180],"implications":[181],"bank":[183],"managers,":[184],"academicians":[185,212],"researchers.":[188,214],"Originality/value":[189],"unique":[193],"that":[195],"it":[196],"examines":[197],"dimensions":[200],"provides":[206],"directions":[207]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":5},{"year":2024,"cited_by_count":12},{"year":2023,"cited_by_count":2}],"updated_date":"2026-10-12T09:40:04.860316","created_date":"2023-01-18T00:00:00"}
