Bibliometrics/Social Network Analysis on the Concept of Customer Satisfaction for Business and Management Fields

Abstract

Purpose – The aim of this study is to examine the articles published on the concept of "customer satisfaction" with bibliometric analysis, and to determine and evaluate the publications, citation relationships and trends followed in this field. Moreover, it is aimed to benefit scientists doing research in these fields by providing statistical information on the basis of publications, authors, sources, institutions and countries. Design/methodology/approach – Therefore, 5982 articles published in the WoS database covering the period between 1981 and 2022 on the concept of customer satisfaction were analyzed through the R program. Bulgular – According to the analysis results, 10,963 authors covered the concept of "customer satisfaction" in their research in 479 different journals. Additionally, an average of 15.39 publications were made annually and 48.21 citations per article were made to these publications annually. Among these studies, the author who published the most on the concept of "customer satisfaction" was Mattila AS, with 27 studies. The most publications were published in the Journal of Retailing and Consumer, with 220 publications. In terms of countries, the highest number of publications took place in the United States (n=1267). Discussion - It has been observed that this concept needs to be elaborated and studied in relation to the subject area. It is thought that it will be a reference for researchers who are interested in the field and who are thinking of conducting research in the field, as a study showing important publications, authors, institutions, resources and countries in the field.