Mapping the Evolution of Hotel Service Quality Research: A Bibliometric Perspective (1987–2024)

The purpose of this study is to analyze the publication trends and scholarly contributions related to hotel ser-vice quality from 1987 to 2024. Given the critical role service quality plays in shaping customer satisfaction, loyalty, and operational success in the hotel industry, understanding its research trajectory is essential for both academics and practitioners. This study utilizes a bibliometric analysis approach, extracting data from the Scopus database on publication metrics such as authors, countries, affiliations, sources, keywords, and refer-ences. Further visual mapping of keyword co-occurrence, author collaboration, and citation networks was con-ducted using Vosviewer to identify major trends and influential contributions in the field. Research on hotel service quality has expanded significantly over the past decades, with a steady increase in publications. Nota-bly, technological advancements, customer satisfaction models, and the integration of sustainability in service quality have emerged as key research themes. The period from 2020 onwards shows a particular focus on the effects of artificial intelligence and the impact of global crises, such as COVID-19, on hotel service quality. This study is limited to publications from 1987-2024, and while comprehensive, some seminal works may precede this time frame. Additionally, the study only includes articles indexed in Scopus, potentially excluding other important contributions. This study offers a holistic overview of the evolution of hotel service quality research, mapping its trajectory and highlighting emerging trends. It provides valuable insights into the role of service quality in driving operational excellence, guest satisfaction, and sustainable growth in the hospitality industry.