International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

Call for Paper Volume 8, Issue 3 (May-June 2026) Submit your research before last 3 days of June to publish your research paper in the issue of May-June.
Submit Research Paper Join as a Reviewer

Plagiarism is checked by the leading plagiarism checker TurnItIn

Call for Paper

Volume 8 Issue 3
May-June 2026

Submit your research paper

Indexing Partners
Academia Advanced Sciences Index Bielefeld Academic Search Engine CiteSeer DRJI Google Scholar Independent Search Engine & Directory Network ISI (International Scientific Indexing) Issuu Mendeley Research Networks
RefSeek ResearcherId - Thomson Reuters ResearchGate Scirus Scribd Semantic Scholar UTeM - Universiti Teknikal Malaysia Melaka Wiki for Call for Papers WorldCat Zenodo

Triadic Connection Between Service Quality, Customer Satisfaction and Customer Loyalty: A Bibliometric Exploration

Author(s) Ms. Melby George, Dr. Anil P. V.
Country India
Abstract Service quality, customer satisfaction, and loyalty are pivotal in marketing as they drive repeat business, foster positive word-of-mouth, and build a strong brand reputation, ultimately leading to sustained competitive advantage and growth. Numerous studies have examined the interrelationship among these factors across various industries, including service sectors. The dimensions of service quality and the determinants of customer satisfaction and loyalty vary by industry, and the strength and nature of these relationships also differ. This paper explores the scholarly contributions and emerging trends in the cyclical relationship between service quality, customer satisfaction, and customer loyalty. Data were collected from the Scopus database, which includes 880 documents from the year 1995 to 2024. The analysis is presented descriptively along with bibliometric techniques. The study provides an overview of influential articles, journals, authors, and countries contributing to this field of research, as well as current research trends focusing on citation, co-citation, co-authorship, and co-occurrence analyses. However, the research is limited by its reliance on a single database, Scopus, and the exclusion of grey literature, potentially skewing the results. These limitations highlight an opportunity for future research to broaden the scope and address potential gaps in the current understanding of service quality, customer satisfaction and loyalty relationships and their interconnected fields.
Keywords Service quality, Customer satisfaction, Customer loyalty, Bibliometric analysis, SERVQUAL
Published In Volume 8, Issue 1, January-February 2026
Published On 2026-01-19
DOI https://doi.org/10.36948/ijfmr.2026.v08i01.66503
View / Download PDF File

Share this



E-ISSN 2582-2160
CrossRef

CrossRef DOI is assigned to each research paper published in our journal.

IJFMR DOI prefix is
10.36948/ijfmr

Downloads
Research Paper Format Copyright Permission Form and Undertaking Form Cover Page Vol 8 Isu 3Cover Page Vol 8 Isu 2Cover Page Vol 8 Isu 2

All research papers published on this website are licensed under Creative Commons Attribution-ShareAlike 4.0 International License, and all rights belong to their respective authors/researchers.

CC-BY-SA Open Access

About IJFMR
Fees & Payment
Current Issue
Publication Archive 		Submit Research Paper
Track Submission Status
Publication Guidelines
Publication Ethics
Peer Review & Plagiarism 		Join as a Reviewer
Editors & Reviewers
Reviewer Referral Program
Get Reviewer Membership Certi. 		Website/Journal Policies
Usage Policy
Content Policies
Privacy Policy
Contact Us +91-9687-828-838 editor@ijfmr.com
Powered by Sky Research Publication and Journals