Quality in service and customer satisfaction: Review of scientific literature in hotels – Case studies in the hotel industry
Authors
- Mauro Alejandro Monroy Ceseña Universidad Autónoma de Baja California Sur
-
Francisco Javier Urcádiz Cázares
Instituto Tecnológico de La Paz
https://orcid.org/0000-0001-8072-8162
-
Francisco Isaías Ruiz Ceseña
Universidad Autónoma de Baja California Sur
https://orcid.org/0000-0002-4306-5555
DOI:
https://doi.org/10.21678/jb.2026.2893Keywords:
Quality of service, customer satisfaction, Marketing, decision making, bibliometricsAbstract
The main objective of this research is to conduct a bibliometric study of two key phenomena in services marketing: service quality and customer satisfaction in the hotel industry during the period 2010 to 2025. These factors are crucial for continuous improvement in decision-making. During the information search, over 11 586 scientific articles were filtered, ultimately yielding 311 articles directly relevant to the variables under consideration. These articles were retrieved from the Lens.org database and included scientific journals indexed in the Journal Citation Reports (JCR). The bibliometric study concludes that service quality and customer satisfaction are significant factors in the organizational success of hotel companies. Furthermore, other components, such as customer loyalty, were also observed, the latter being a consequence of effective business management tailored to the needs, desires, and demands of the market. Finally, it was necessary to use the VOSviewer program in order to establish a network analysis of the main constructs surrounding service quality and customer satisfaction in the hotel industry.
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References
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