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All Journal PROFIT : Jurnal Administrasi Bisnis Jurnal Manajemen Teori dan Terapan SRIWIJAYA INTERNATIONAL JOURNAL OF DYNAMIC ECONOMICS AND BUSINESS Inobis: Jurnal Inovasi Bisnis dan Manajemen Indonesia BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi Journal of Information Systems and Technology Research BISMA (Bisnis dan Manajemen) Journal of Mathematics Instruction, Social Research and Opinion Wisesa: Jurnal Pengabdian Masyarakat
Anni Rahimah
Universitas Brawijaya
Religion Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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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 Andriani Kusumawati Aqfa Dzikrullah, Shannon Saghava Arik Prasetya Astira, Ameylia Ayu Chanda Chansa Thelma Diki Dwi K Edy Yulianto Hikmah, Mukhibatul Ibau, Silviana Ika Ruhana Kadarisman Hidayat Kholid Mawardi, Mukhammad Lidya Veronica Christy Rihidima Lydia Ery Octalina Mohammad Iqbal Nur Imamah Nurhana Fakhriyah Imtinan Nurulannisa Abdullah Rayhad Tanzil Reika Happy Sugiastuti Rihhadata Aisy Sartika Sartika Yusri Abdillah Yusri Abdillah Zainul Arifin Zohaib Hassan Sain