Electronic Banking Services and Customer Satisfaction: A Bibliometric Analysis and Future Research Directions

A bibliometric analysis of research on electronic banking (EB) services and customer satisfaction has been conducted using 124 publications indexed in the Scopus database from 1999 to 2024.The study employs VOSviewer and Microsoft Excel to identify key trends, scholarly contributions, and thematic clusters within the literature.Findings indicate a significant surge in research output since 2019, with India emerging as the most prolific contributing country.The International Journal of Bank Marketing is identified as the leading publication venue, while Kumar, P. is recognized as the most frequently published author.Institutional contributions are led by the University of Delhi.Co-occurrence and bibliographic coupling analyses reveal five dominant research clusters: customer satisfaction, EB, electronic customer relationship management (e-CRM), customer loyalty, and sales.Furthermore, critical research linkages and evolving thematic patterns are highlighted, underscoring the dynamic nature of this research field.Several research gaps are identified, particularly regarding the integration of emerging financial technologies, regulatory impacts, and cross-cultural variations in EB adoption.The study offers theoretical and practical implications for scholars, financial institutions, and policymakers.Limitations, including database constraints and methodology scope, are acknowledged, providing a foundation for future investigations.The findings contribute to a deeper understanding of the evolving interplay between EB services and customer satisfaction, paving the way for further empirical and conceptual advancements.