Service Convenience: A Systematic Literature Review

Purpose: Service convenience explores how consumers perceive the time and effort associated with purchasing or using a service.It examines the impact of convenience on customer satisfaction, loyalty, and behavioral intentions, often considering various dimensions like access, search, and transaction convenience.The reviews also investigate how service convenience interacts with other factors like service quality, perceived value, and customer satisfaction.Therefore, this paper seeks to analyze the dispersed academic literature on service convenience research.This paper reviews the existing literature on service convenience and examines the directions in which the past studies have focused.It highlights the gap in existing literature to identify future research directions in service convenience domain.Through this review, this study aims to gain insights into various aspects including research methodology, framework, trends, important factors related to service convenience.Design/methodology/approach: Data were collected from an objective overview of service convenience research.This study used a systematic literature review approach.A total of 13 papers were published between 2012 and 2024.Selected from the Scopus database, and Emerald Insight, following specific criteria outlined in the PRISMA process.Findings: In the context of customer satisfaction research, analysis often reveals that satisfaction can be organized into several main themes.Here are five variables that frequently appear in on customer satisfaction, customer loyalty, behavioral intentions, often considering various dimensions like access, search, and transaction convenience.The analysis shows a significant spike in conveniencebased accounting research from 2012 to 2024, indicating growing interest in the topic.