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p-Index From 2021 - 2026
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All Journal Journal of Mathematics Instruction, Social Research and Opinion
Diki Dwi K
Universitas Brawijaya
Humanities Education Languange, Linguistic, Communication & Media Mathematics Social Sciences

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Systematic Literature Review of Research on Service Quality in Business-to-Consumer Markets Diki Dwi K; Kadarisman Hidayat; Anni Rahimah
Journal of Mathematics Instruction, Social Research and Opinion Vol. 5 No. 3 (2026): September
Publisher : MASI Mandiri Edukasi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58421/misro.v5i3.1790

Abstract

Background: In an increasingly aggressive business environment, companies are compelled to deliver optimal service quality as a strategic effort to retain customers. This article aims to analyze the latest developments in service quality research through a Systematic Literature Review (SLR) of 64 relevant articles sourced from the Emerald Insight database between 2016 and 2024. Theoretically, this review is anchored in the SERVQUAL model, which encompasses the dimensions of tangibles, reliability, responsiveness, assurance, and empathy as the primary instruments for measuring customer perceptions and expectations. The analysis shows a significant upward trend in publications over the last decade, with peak productivity in 2023–2024, accounting for 29 articles. By industrial classification, e-service quality and the restaurant industry dominate the literature, with nine publications each. The managerial implications of this study emphasize that investing in service quality improvement is not merely an operational activity but an essential long-term strategy to build customer loyalty and gain a competitive edge in the market.
Co-Authors Anni Rahimah Kadarisman Hidayat