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Regular version of the site

Article

Bibliometric analysis over research on “client satisfaction

Problems and Perspectives in Management. 2017. Vol. 15. No. 1. P. 99-106.
Rudchenko V., Juan Carlos M., Maria Victòria S. R.

The aim of this study is to analyze publication’s evolution on client satisfaction theme from the Scopus database in English language for 60 years period (1954-2014). In order to do it, a literature review on the subject is conducted on 2638 scientific articles and 156 journals. In addition, after establishing 100 top publications topics on client satisfaction theme, we find that authors used almost the same methods of research and data collection. The main results demonstrate the increase of interest over client satisfaction theme in different social and economic sciences as well as in different countries. Important scientific journals, based on their impact factor, also increase the number of publications on client satisfaction. Besides the high interest over this theme in the academia, the international literature reviews are still scarce. Finally, we indicate that our approach, the bibliometric analysis, is a valid tool that can be applied for literature reviews in all areas within social and economics sciences. To our knowledge, the bibliometric analysis is applied for the first time on client satisfaction, so this is also a novel aspect of the paper to highlight.