Research process and bibliometric analysis: bank service quality assessment
Main Article Content
Abstract
The objective of this research is to demonstrate how a researcher can, in a structured way, select relevant articles and identify which characteristics they possess that contribute scientifically to a topic of interest - as shown here in international literature on Quality Assessment Banking. The work is characterized as exploratory, descriptive, theoretical-illustrative, with the theoretical instrument of intervention being the Knowledge Development Process - Constructivist (Proknow-C). Development of the process found: (a) a portfolio of 28 articles aligned with the vision adopted by the researchers that informed the drafting of the theoretical framework of this research; (b) that the journal International Journal of Bank Marketing presents the highest impact factor for the scientific community regarding the JCR and SJR bases; (c) banking, customer satisfaction, customer loyalty and service quality as the most recurring keywords; and (d) the authors A. H. Aldlaigan and F. A. Buttle and the article Customer satisfaction and retail banking: an assessment of some of the key Antecedents of customer satisfaction in retail banking written by A. Jamal and K. Naser as prominent in the area.
Downloads
Download data is not yet available.
Download data is not yet available.
Article Details
How to Cite
Ensslin, L., Ensslin, S. R., & Pinto, H. de M. (1). Research process and bibliometric analysis: bank service quality assessment. Journal of Contemporary Administration, 17(3), 325-349. https://doi.org/10.1590/S1415-65552013000300005
Section
Articles
Since mid-February of 2023, the authors retain the copyright relating to their article and grant the journal RAC, from ANPAD, the right of first publication, with the work simultaneously licensed under the Creative Commons Attribution 4.0 International license (CC BY 4.0), as stated in the article’s PDF document. This license provides that the article published can be shared (allows you to copy and redistribute the material in any medium or format) and adapted (allows you to remix, transform, and create from the material for any purpose, even commercial) by anyone.
After article acceptance, the authors must sign a Term of Authorization for Publication, which is sent to the authors by e-mail for electronic signature before publication.