Papers on “customer satisfaction”
Research on “customer satisfaction” in the 480 tracked journals: papers per year and category, the journals, institutions and countries publishing it, the keywords studied with it and its most-cited papers. It is not among the most frequent keywords of the last 30 days, so this page has no list of its latest papers. Also as Markdown.
← Top research keywords · Keyword trends
Key findings#
- From 2017 to 2026 (so far), the keyword “customer satisfaction” appeared in 1,595 papers in the tracked journals, most of them in marketing (444), management (274) and tourism and hospitality (267).
- 217 of them were published in 2025, against 119 in 2017.
- Since 2023, the institutions with the most of these papers were Hong Kong Polytechnic University (17), Yonsei University (11) and Sejong University (10).
- The journals publishing most of them were Journal of Retailing and Consumer Services (110), International Journal of Hospitality Management (65) and Journal of Business Research (32).
- The most-cited of them is “Chatbot e-service and customer satisfaction regarding luxury brands” (Journal of Business Research, 2018), with 1,003 citations.
Papers per year#
20172026 (so far)
| Category | 2017 | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 | 2025 | 2026 (so far) |
|---|---|---|---|---|---|---|---|---|---|---|
| Marketing | 37 | 32 | 35 | 41 | 59 | 50 | 40 | 49 | 60 | 41 |
| Management | 22 | 25 | 13 | 34 | 29 | 27 | 28 | 29 | 35 | 32 |
| Tourism and Hospitality | 26 | 27 | 37 | 33 | 29 | 17 | 15 | 30 | 28 | 25 |
| Operations Research | 11 | 20 | 18 | 23 | 28 | 28 | 34 | 28 | 47 | 21 |
| Information Systems | 10 | 18 | 14 | 16 | 17 | 18 | 18 | 21 | 18 | 15 |
| AI | 6 | 3 | 5 | 9 | 10 | 14 | 10 | 9 | 15 | 7 |
| Economics | 6 | 12 | 6 | 1 | 10 | 8 | 4 | 8 | 8 | 4 |
| Finance | 1 | 1 | 1 | 0 | 5 | 2 | 1 | 3 | 6 | 8 |
| Accounting | 0 | 0 | 0 | 2 | 0 | 0 | 1 | 0 | 0 | 0 |
| Higher Education and Research | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 1 | 0 | 0 |
| All categories | 119 | 138 | 129 | 159 | 187 | 164 | 151 | 178 | 217 | 153 |
Where the papers come from#
| # | Journal | Papers |
|---|---|---|
| 1 | Journal of Retailing and Consumer Services | 110 |
| 2 | International Journal of Hospitality Management | 65 |
| 3 | Journal of Business Research | 32 |
| 4 | Computers & Industrial Engineering | 24 |
| 5 | Journal of Marketing Analytics | 21 |
| 6 | Journal of Financial Services Marketing | 20 |
| 7 | Expert Systems with Applications | 19 |
| 8 | Electronic Commerce Research | 17 |
| 9 | Future Business Journal | 17 |
| 10 | Journal of Open Innovation Technology Market and Complexity | 15 |
| # | Institution | Papers |
|---|---|---|
| 1 | Hong Kong Polytechnic University | 17 |
| 2 | Yonsei University | 11 |
| 3 | Sejong University | 10 |
| 4 | Saveetha University | 9 |
| 5 | Sichuan University | 9 |
| 6 | Hanyang University | 8 |
| 7 | Huazhong University of Science and Technology | 8 |
| 8 | Sun Yat-sen University | 8 |
| 9 | Jaipuria Institute of Management | 7 |
| 10 | Korea University | 7 |
| # | Country | Papers |
|---|---|---|
| 1 | China | 189 |
| 2 | United States | 119 |
| 3 | United Kingdom | 61 |
| 4 | South Korea | 61 |
| 5 | India | 60 |
| 6 | Australia | 39 |
| 7 | Germany | 35 |
| 8 | Spain | 32 |
| 9 | Hong Kong | 30 |
| 10 | Iran | 25 |
| # | Keyword | Papers |
|---|---|---|
| 1 | customer loyalty | 89 |
| 2 | service quality | 54 |
| 3 | online reviews | 42 |
| 4 | customer experience | 34 |
| 5 | consumer trust | 30 |
| 6 | sentiment analysis | 29 |
| 7 | trust | 28 |
| 8 | consumer behavior | 27 |
| 9 | customer engagement | 27 |
Most-cited papers#
Research ideas that follow this keyword#
Cite this page
Scholar4AI. (2026). Papers on “customer satisfaction”. Journal and Conference Research Rankings. Retrieved November 3, 2026, from https://scholar4ai.com/keywords/customer-satisfaction
@misc{scholar4ai-keywords-customer-satisfaction,
author = {{Scholar4AI}},
title = {Papers on “customer satisfaction”},
year = {2026},
howpublished = {\url{https://scholar4ai.com/keywords/customer-satisfaction}},
urldate = {2026-11-03},
note = {Journal and Conference Research Rankings; data from OpenAlex (CC0); licensed CC BY-NC 4.0}
}