What about Service Quality, Satisfaction, and Loyalty in e-Business? A Systematic Review of Literature

摘要

This article carries out a systematic review of the literature on the topic of service quality, satisfaction, and loyalty in e-business. A total of 27 Scopus based articles, published between 2016 and 2020, have been analyzed. The results are presented with regard to the research contribution to the current study of the correlation between service quality, satisfaction, and loyalty. The objective of this research is to offer an overview of the establishment of service quality research in the last 5 years and fill the gap in broader knowledge about the correlation between service quality, satisfaction, and loyalty so that it can become a basis for researchers to perform future study on the topic.