Mapping the landscape of e-service quality: a retrospective review

E-service quality has been a significant research area in e-commerce, online marketing, and information systems. Many researchers have investigated various aspects of e-service quality to understand its dimensions, scales, and impact, and to explore how it can be further improved. E-service quality has become a pivotal aspect of the digital landscape, profoundly impacting customer satisfaction, online business performance, and competitive advantage. This research paper primarily focuses on a comprehensive bibliometric review of e-service quality literature and a systematic analysis of the state of knowledge in this domain. This study uses 681 documents extracted from the Scopus database after a filtration and screening process for systematic analysis. It employs bibliometric techniques to examine publications and citation trends, identify influential contributors and countries, and map key research themes in e-service quality. The analysis reveals a consistent rise in the total number of publications over the years, indicating the growing significance of e-service quality in the digital age, with this trend becoming more pronounced during COVID times. This study presents a network of authors’ keyword co-occurrences, an author co-citation analysis, and bibliographic coupling of documents and countries. Furthermore, the study identifies leading authors, institutions, and countries that have made substantial contributions to this field, shedding light on the global landscape of “e-service quality” research.