Service quality in the digital information society: a bibliometric thematic analysis in the real estate sector

Abstract

Service quality becomes a key factor in the performance and competitiveness of the real estate sector, especially in the digital age. However, a lack of systematic literature reviews on the topic exists. This study aims to fill this gap by using bibliometric analysis to examine service quality in real estate, including conceptual cornerstones, trends, and thematic evolution. Based on data from Scopus and Web of Science databases, it identifies four research sub-fields: digital service quality and user satisfaction of Real Estate Online Platforms (REOPs), property matching and ranking systems, service quality measurement and evaluation models, and service quality and tenant satisfaction in property management. This study provides an objective overview of service quality and its implications for both theory and practice in the real estate sector.