---
title: "Customer satisfaction research: papers and trends"
description: "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)."
url: https://scholar4ai.com/keywords/customer-satisfaction
markdown_url: https://scholar4ai.com/keywords/customer-satisfaction.md
license: CC BY-NC 4.0 (https://creativecommons.org/licenses/by-nc/4.0/)
share_text: "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). (as of 2026-11-03)"
data_url: https://scholar4ai.com/data/rankings.json
updated: 2026-11-03T18:03:37+09:00
window: 2026-10-05 to 2026-11-03
source: OpenAlex (CC0)
---

# 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.

Back to the ranking: https://scholar4ai.com/rankings/keywords.md

## 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

*Papers per publication year and category*

| Category | 2017 | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 | 2025 | 2026 (so far) |
|---|---:|---:|---:|---:|---:|---:|---:|---:|---:|---:|
| [Marketing](https://scholar4ai.com/categories/marketing.md) | 37 | 32 | 35 | 41 | 59 | 50 | 40 | 49 | 60 | 41 |
| [Management](https://scholar4ai.com/categories/management.md) | 22 | 25 | 13 | 34 | 29 | 27 | 28 | 29 | 35 | 32 |
| [Tourism and Hospitality](https://scholar4ai.com/categories/tourism-and-hospitality.md) | 26 | 27 | 37 | 33 | 29 | 17 | 15 | 30 | 28 | 25 |
| [Operations Research](https://scholar4ai.com/categories/operations-research.md) | 11 | 20 | 18 | 23 | 28 | 28 | 34 | 28 | 47 | 21 |
| [Information Systems](https://scholar4ai.com/categories/information-systems.md) | 10 | 18 | 14 | 16 | 17 | 18 | 18 | 21 | 18 | 15 |
| [AI](https://scholar4ai.com/categories/ai.md) | 6 | 3 | 5 | 9 | 10 | 14 | 10 | 9 | 15 | 7 |
| [Economics](https://scholar4ai.com/categories/economics.md) | 6 | 12 | 6 | 1 | 10 | 8 | 4 | 8 | 8 | 4 |
| [Finance](https://scholar4ai.com/categories/finance.md) | 1 | 1 | 1 | 0 | 5 | 2 | 1 | 3 | 6 | 8 |
| [Accounting](https://scholar4ai.com/categories/accounting.md) | 0 | 0 | 0 | 2 | 0 | 0 | 1 | 0 | 0 | 0 |
| [Higher Education and Research](https://scholar4ai.com/categories/higher-education-and-research.md) | 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

*Journals with the most papers, since 2023*

| # | Journal | Papers |
|---:|---|---:|
| 1 | [Journal of Retailing and Consumer Services](https://scholar4ai.com/journals/journal-of-retailing-and-consumer-services.md) | 110 |
| 2 | [International Journal of Hospitality Management](https://scholar4ai.com/journals/international-journal-of-hospitality-management.md) | 65 |
| 3 | [Journal of Business Research](https://scholar4ai.com/journals/journal-of-business-research.md) | 32 |
| 4 | [Computers & Industrial Engineering](https://scholar4ai.com/journals/computers-industrial-engineering.md) | 24 |
| 5 | [Journal of Marketing Analytics](https://scholar4ai.com/journals/journal-of-marketing-analytics.md) | 21 |
| 6 | [Journal of Financial Services Marketing](https://scholar4ai.com/journals/journal-of-financial-services-marketing.md) | 20 |
| 7 | [Expert Systems with Applications](https://scholar4ai.com/journals/expert-systems-with-applications.md) | 19 |
| 8 | [Electronic Commerce Research](https://scholar4ai.com/journals/electronic-commerce-research.md) | 17 |
| 9 | [Future Business Journal](https://scholar4ai.com/journals/future-business-journal.md) | 17 |
| 10 | [Journal of Open Innovation Technology Market and Complexity](https://scholar4ai.com/journals/journal-of-open-innovation-technology-market-and-complexity.md) | 15 |

*Institutions with the most papers, since 2023*

| # | Institution | Papers |
|---:|---|---:|
| 1 | [Hong Kong Polytechnic University](https://scholar4ai.com/institutions/hong-kong-polytechnic-university.md) | 17 |
| 2 | [Yonsei University](https://scholar4ai.com/institutions/yonsei-university.md) | 11 |
| 3 | [Sejong University](https://scholar4ai.com/institutions/sejong-university.md) | 10 |
| 4 | [Saveetha University](https://scholar4ai.com/institutions/saveetha-university.md) | 9 |
| 5 | [Sichuan University](https://scholar4ai.com/institutions/sichuan-university.md) | 9 |
| 6 | [Hanyang University](https://scholar4ai.com/institutions/hanyang-university.md) | 8 |
| 7 | [Huazhong University of Science and Technology](https://scholar4ai.com/institutions/huazhong-university-of-science-and-technology.md) | 8 |
| 8 | [Sun Yat-sen University](https://scholar4ai.com/institutions/sun-yat-sen-university.md) | 8 |
| 9 | [Jaipuria Institute of Management](https://scholar4ai.com/institutions/jaipuria-institute-of-management.md) | 7 |
| 10 | [Korea University](https://scholar4ai.com/institutions/korea-university.md) | 7 |

*Countries with the most papers, since 2023*

| # | 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 |

*Keywords with the most papers, since 2023*

| # | Keyword | Papers |
|---:|---|---:|
| 1 | customer loyalty | 89 |
| 2 | service quality | 54 |
| 3 | [online reviews](https://scholar4ai.com/keywords/online-reviews.md) | 42 |
| 4 | [customer experience](https://scholar4ai.com/keywords/customer-experience.md) | 34 |
| 5 | [consumer trust](https://scholar4ai.com/keywords/consumer-trust.md) | 30 |
| 6 | [sentiment analysis](https://scholar4ai.com/keywords/sentiment-analysis.md) | 29 |
| 7 | [trust](https://scholar4ai.com/keywords/trust.md) | 28 |
| 8 | [consumer behavior](https://scholar4ai.com/keywords/consumer-behavior.md) | 27 |
| 9 | [customer engagement](https://scholar4ai.com/keywords/customer-engagement.md) | 27 |

## Most-cited papers

*Most-cited papers since 2017*

| # | Citations | Per month | Title | Journal | Published | Authors |
|---:|---:|---:|---|---|---|---|
| 1 | 1,003 | 10.5 | [Chatbot e-service and customer satisfaction regarding luxury brands](https://doi.org/10.1016/j.jbusres.2018.10.004) | [Journal of Business Research](https://scholar4ai.com/journals/journal-of-business-research.md) | 2018-11-10 | Minjee Chung, Eunju Ko, Heerim Joung et al. |
| 2 | 613 | 6.1 | [Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty](https://doi.org/10.1016/j.jretconser.2018.07.007) | [Journal of Retailing and Consumer Services](https://scholar4ai.com/journals/journal-of-retailing-and-consumer-services.md) | 2018-07-11 | Mohammed Ismail El‐Adly |
| 3 | 606 | 6.4 | [Understanding the effect of social media marketing activities: The mediation of social identification, perceived value, and satisfaction](https://doi.org/10.1016/j.techfore.2018.11.025) | [Technological Forecasting and Social Change](https://scholar4ai.com/journals/technological-forecasting-and-social-change.md) | 2018-12-21 | Shih‐Chih Chen, Chieh‐Peng Lin |
| 4 | 602 | 5.2 | [Shopper-Facing Retail Technology: A Retailer Adoption Decision Framework Incorporating Shopper Attitudes and Privacy Concerns](https://doi.org/10.1016/j.jretai.2016.12.006) | [Journal of Retailing](https://scholar4ai.com/journals/journal-of-retailing.md) | 2017-02-14 | J. Jeffrey Inman, Hristina Dzhogleva Nikolova |
| 5 | 597 | 6.6 | [The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants](https://doi.org/10.1016/j.jretconser.2019.05.005) | [Journal of Retailing and Consumer Services](https://scholar4ai.com/journals/journal-of-retailing-and-consumer-services.md) | 2019-05-10 | Faruk Anıl Konuk |

## Research ideas that follow this keyword

- [Chatbots, disclosure and customer satisfaction](https://scholar4ai.com/ideas/chatbots-and-customer-satisfaction.md)

## 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

```bibtex
@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}
}
```

License: CC BY-NC 4.0 (https://creativecommons.org/licenses/by-nc/4.0/).