A bibliometric analysis of airline service quality

This study conducts a comprehensive bibliometric and thematic analysis of 379 academic publications on airline service quality indexed in the Web of Science database between 1980 and 2024. Using the R-based Bibliometrix/Biblioshiny software, both performance analysis and scientific mapping were performed to examine the intellectual structure, research dynamics, and thematic evolution of the field. The results indicate that the Journal of Air Transport Management is the leading publication outlet, while Chinese and Taiwanese researchers show the highest productivity and collaborative centrality at the international level. Quantitative findings reveal a consistent growth in research output since the early 2000s, with notable citation peaks between 2010 and 2017. Thematic mapping shows that research clusters are predominantly concentrated on service quality measurement constructs, emphasizing customer satisfaction , loyalty , perceived value , and performance . Complementary clusters address competitiveness , behavioral intentions , and digital transformation , illustrating the field's methodological and conceptual diversification. Overall, the study provides a data-driven overview of the evolution of airline service quality research and highlights the core analytical dimensions and emerging thematic directions likely to guide future studies in service quality evaluation, competitive strategy, and customer experience management.