Service Quality in Tourism: A Systematic Literature Review and Keyword Network Analysis

• Main Authors: Jinsoo Park, EuiBeom Jeong
• Format: Article
• Language: English
• Published: MDPI AG 2019-07-01
• Series: Sustainability
• Subjects: service quality; systematic literature review; keyword network analysis
• Online Access: https://www.mdpi.com/2071-1050/11/13/3665

The tourism industry has received increasing attention as it has become one of the fastest developing business sectors around the world. Service quality in tourism has come to be regarded as an important impetus for economic growth; however, the focus on tourism service quality has not yet been satisfactorily or comprehensively reviewed. Therefore, we conducted a systematic literature review combining bibliometric, citation network and keyword network analysis. We selected the top five tourism journals from the SCOPUS database and then collected papers according to their keywords. Our results revealed the critical issues, topics, and changes over time regarding research on tourism service quality. The critical issues included the important impact of service quality on tourist behavior and service quality evaluation, and topics comprised (1) tourist satisfaction, (2) sustainable issues in tourism, (3) value of service quality for customers, (4) restaurant service quality, (5) customers’ perceptions of tourism, (6) service quality evaluation in tourism, and (7) service quality’s influence on customer behavior. Furthermore, the keyword network analysis results revealed the most influential keywords.