ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
ISSN: 2454-6186 | DOI: 10.47772/IJRISS
Special Issue | Volume IX Issue XXVIII November 2025
Page 73
www.rsisinternational.org
Service Quality in Food and Beverage Industry: A Bibliometric
Review
Nur Amirah Abdul Ghafar
1
, Soo-Fen Fam
2*
, Tan Choryuin
3
, Zun-Liang Chuan
4
, Sentot Imam
Wahjono
5
1,2
Fakulti Pengurusan Teknologi dan Teknousahawanan, Universiti Teknikal Malaysia Melaka, 75450,
Melaka, Malaysia
3
Fakulti Teknologi Maklumat dan Komunikasi, Universiti Teknikal Malaysia Melaka, 75450, Melaka,
Malaysia
4
Fakulti of Industrial Sciences and Technology, University Malaysia Pahang Al-Sultan Abdullah,
Malaysia
5
Universiti Muhammadiyah, Surabaya, Indonesia
*
Corresponding Author
DOI: https://dx.doi.org/10.47772/IJRISS.2025.92800009
Received: 06 November 2025; Accepted: 13 November 2025; Published: 18 December 2025
ABSTRACT
Purpose
The purpose of this paper is to identify the link and connection between the main theme i.e. Service Quality and
Food and Beverages. It also aims at identifying the valuable contributions from authors, journals, countries, and
institutions in the selected area.
Design/methodology/approach
This paper uses bibliometrics method to analyze the relevant literature metrics such as annual publication trends,
authors with the most produced work, top productive countries and affiliations, and the popular mentioned
keywords. Furthermore, this paper also uses VOSviewer to do the analysis of co-authorship, and keyword co-
occurrence analysis in order to obtain the basic literature and research hotspot in this research field.
Findings
The findings from the bibliometric review shows the increasing trend for number of publications since 1992 until
2020 and most of the publications was published in foodservice business research journal.
Research limitations/implications
The study analyses this field from a comprehensive perspective, but it exclusively examines articles published
in Scopus database only. Future research may use different combinations of keywords and extend the study area
to a low number of publication countries.
Originality/value
This paper contributes to the literature on SQ in food and beverage industry by highlighting the trends of SQ and
food and beverages publications from the Scopus database using bibliometric analysis.
Keywords: Service quality; Food and Beverage; bibliometric analysis
INTRODUCTION
This study illustrates the exploration of the link and connection between “Service Quality and Food and
ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
ISSN: 2454-6186 | DOI: 10.47772/IJRISS
Special Issue | Volume IX Issue XXVIII November 2025
Page 74
www.rsisinternational.org
Beverages” by mapping the service quality and food and beverages literature review. Given the recent surge in
the service quality of food and beverage research, there is a need for timely reviews to portray the intellectual
structure of the field. This paper aims to address this gap by carrying out the bibliometric analysis of the service
quality of food and beverage research on the Scopus database.
Service quality (SQ) is a pivotal factor in the food and beverage (F&B) industry, influencing customer
satisfaction, loyalty, and overall business performance. (Liu, C.H., et al, 2024; Samosir, J., et al, 2024; Putta, S.
S., et al, 2023; Ishola, O. A., & Olusoji, M. O., 2020; Ramya, N., Kowsalya, A., & Dharanipriya, K., 2019).
According to Sabora, C. (2024), in a highly competitive market, businesses that provide excellent service quality
can distinguish themselves and gain a competitive edge. This statement is significant in the food and beverage
sector, where service quality includes efficiency and reliability, hygiene, customer care, and the overall dining
experience. The significance of SQ has improved over the years due to the global shifts triggered by the COVID-
19 pandemic and the impact of technological evolvement on customer awareness, which heightened consumer
expectations around safety and digital integration, either in food delivery services or dine-in service. (Wu, M.,
et al, 2024; Talukder, M. B., et al, 2023).
Although several studies on the subject of service quality in multidisciplinary industries have been conducted in
the previous study, most of the researcher have avoided utilizing bibliometrics analysis. According to the Scopus
database retrieved on September 2024, search within article title for the keyword service quality and bibliometric
gives result of less than 20 documents only. Among the bibliometric analysis literature available for multiple
industries are accounting and finance (Bonang, D., et al., 2024; Azzari, V., 2020), healthcare (Datt, M., et al.,
2023; Ali, J., Jusoh, A., et al., 2022; VAlenciA-AriAS, A., et al., 2018), private higher institution (Wider, W., et
al, 2024), library (Ashiq, M., et al., 2022), hotels (Ahlawat, R., Ghai, M., & Garg, S. K., 2023), logistic
(Dhaigude, S. A., & Mohan, B. C., 2023) and airport (Bakır, M., et al., 2022). Since the food and beverage
industry document article is not found in the Scopus database, so this study is going to focus on the review of
combined themes from service quality and food and beverages industry. The academician, investors,
entrepreneurs, and the authorities will gain an understanding of the service quality – food and beverages link
through this study, which will help them to make well-informed decision in future.
This study uses the biblioMagika and VOSviewer software to do bibliometric analysis on service quality and
food and beverage. This study covers documents in the Scopus database from 1992 until September 2024 only.
The literature review will be examined in the next section, which will then be followed by the research methods,
findings, discussion, and conclusion.
METHOD
Bibliometric analysis is a methodical strategy that uses the outputs of the academic literature database to
comprehend the worldwide research trends in a certain field. This type of approach sets apart a review paper,
which is primarily meant to talk about the issues, advancements, and future prospects of a certain topic, from a
bibliometric analysis paper (Passas, I., 2024). Furthermore, Khatib, S. F., et al. (2022) state that bibliometric can
be define as quantitative research method involving the examination and analysing of bibliographic data such as
publications, citation and related metadata within the specific body of literature to identify the characteristics,
patterns and trends. The ease with data collection and extracted from academic databases such as Scopus, Web
of Science (WoS) and Dimensions may be the reason for the growing number of research that have been carried
out employing bibliometric analysis.
Defining keywords
In bibliometric research, it is important to use most accurate keywords related to the research field in order to
ensure the data retrieved was correct and can achieve the target (Rahman, N. A. A., et al., 2022). Therefore, in
order to make sure that the publications in this study could be retrieved from trustworthy sources, the following
search codes were used in the title to retrieve documents from Scopus: TITLE ("service quality" AND "food and
beverage" OR "restaurant"). The search was not limit to any criteria such as language, document types, sources
types and subject areas of the journal and it yielded 152 research studies from 1992 until 2024 and all of the data
was used for this study.
ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
ISSN: 2454-6186 | DOI: 10.47772/IJRISS
Special Issue | Volume IX Issue XXVIII November 2025
Page 75
www.rsisinternational.org
Search Strategy
The database use for this study was retrieved from Scopus. According to previous researcher, Scopus was one
of the largest databases uses by the researcher to find the article due to the coverage, user friendly interface,
citation metrics and reliability (Singh, V. K., et al., 2021; Visser, M., et al., 2021). Moreover, it provided more
comprehensive coverage of the topics than Web of Science and other similar resources. (Visser, M., et al., 2021).
Referring to the Scopus website of content, there are 97.3+ mill records, 19+ mill author profile and 94+ thousand
affiliations profile have in the Scopus database as of July 2024. The database reported on March 2023 consist of
over 27,950 active titles, with 26,591 active peer-reviewed journals, and 15,450 inactive titles (primary
predecessor of the active titles), over 292,000 volumes of books, 192 trade journals, and 1,167 book series
(Scopus, n.d). Therefore, it is believed that this database can provide extensive scientific research from all over
the world and would help this study in reaching the objective at the end.
Tools and Data Analysis
Different threshold values were used to screen the papers. The source documents for the analysis were acquired
in September 2024. The search was launched using the database's keywords (“service quality” AND “food and
beverage” OR “restaurant”) as mentioned earlier. The flow diagram for reporting items for systematic review
and meta-analysis proposed by Page, M. J., et al.'s (2021) were used in this study as a reference. In order to
prevent duplicates or documents that are unrelated to the study's subject, every document that was acquired was
carefully screened and checked. Before uploading the dataset to biblioMagika for screening, the document is
first downloaded as a CSV file from Scopus. These applications assist in locating missing information and in
cleaning and harmonizing author names, affiliations, and countries. Clean data will help this study obtain
accurate analytical results. After filtering, no document was removed and the dataset is uploaded into biblio
Magika (Ahmi, A., 2024) and VOSviewer (Van Eck & Waltman, 2023) for analysis.
Figure 1. Flow diagram of the search strategy.
Source: Zakaria et al. (2021), Page, M. J., et al. (2021)
ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
ISSN: 2454-6186 | DOI: 10.47772/IJRISS
Special Issue | Volume IX Issue XXVIII November 2025
Page 76
www.rsisinternational.org
RESULTS AND DISCUSSION
This section analyzes the following aspects of researchers works: publication by year, publication by source title,
publication by country, subject area, co-citation patterns, and themes in service quality and food and beverage
studies based on the keywords. The information and results provided mostly presented as frequency and
percentage.
Document Profiles
Table 1. Citation Metrics
Source: Generated by the author(s) using biblioMagika® (Ahmi, 2024)
According to Table 1, the Scopus database contains the earliest research on the relationship between service
quality and food and beverage, dating back to 1992. There have been 152 publications during the past 32 years,
and 5,092 citations make them deemed influential. It is supported by the high citation per paper score of 33.50
and citation per author score of 12.33. There are 413 authors was contributed towards the topics, 138 papers have
been cited and average author per paper is 2.72. With a high degree of citation and influence, the research has
had a substantial impact on the academic community, as indicated by the h-index and g-index counts.
Table 2. Document Type
Document Type
Total Publications
Percentage (%)
Article
136
89.47%
Conference Paper
11
7.24%
Book Chapter
5
3.29%
Total
152
100.00
Source: Generated by the author(s) using biblioMagika® (Ahmi, 2024)
The document type published in the Scopus database is displayed in Table 2. 89.47% of all publications are
covered by the 136 articles. Next in line are the conference paper (11 publications, 7.24%) and book chapter (5
publications, 3.29%). On the other hand, table 3 display the publications' sources, which include 137 journal
Main Information
Data
Publication Years
1992 - 2024
Total Publications
152
Citable Year
33
Number of Contributing Authors
413
Number of Cited Papers
138
Total Citations
5,092
Citation per Paper
33.50
Citation per Cited Paper
36.90
Citation per Year
159.13
Citation per Author
12.33
Author per Paper
2.72
Citation sum within h-Core
4,995
h-index
37
g-index
68
m-index
1.121
ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
ISSN: 2454-6186 | DOI: 10.47772/IJRISS
Special Issue | Volume IX Issue XXVIII November 2025
Page 77
www.rsisinternational.org
publications (90.13%), 10 conference proceedings (6.58%), and 5 books (3.29%).
Table 3. Source Type
Source Type
Percentage (%)
Journal
90.13%
Conference Proceeding
6.58%
Book
3.29%
Total
100.00
Source: Generated by the author(s) using biblioMagika® (Ahmi, 2024)
The languages used by earlier researchers to discuss the themes in the Scopus database are displayed in Table 4.
English is the medium used by the majority of scholars. Spanish is used in just four articles, and Korean is used
in one journal. Other than that, the publication's subject area is indicated in table 5 and it shows the business,
management, and accounting fields account covers more than 60% of publications, with the social sciences
coming in second at 25%. Table 5 indicates that the remaining articles are found in various areas.
Table 4. Languages
Language
Total Publications
Percentage (%)
English
147
96.71%
Spanish
4
2.63%
Korean
1
0.66%
Total
152
100.00
Source: Generated by the author(s) using biblioMagika® (Ahmi, 2024)
Table 5. Subject Area
Subject Area
Total Publications
Percentage (%)
Business, Management and Accounting
100
65.79%
Social Sciences
38
25.00%
Agricultural and Biological Sciences
28
18.42%
Engineering
19
12.50%
Economics, Econometrics and Finance
17
11.18%
Environmental Science
17
11.18%
Computer Science
15
9.87%
Decision Sciences
10
6.58%
Energy
10
6.58%
Chemical Engineering
2
1.32%
Mathematics
2
1.32%
Nursing
2
1.32%
Arts and Humanities
1
0.66%
Chemistry
1
0.66%
Earth and Planetary Sciences
1
0.66%
Health Professions
1
0.66%
ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
ISSN: 2454-6186 | DOI: 10.47772/IJRISS
Special Issue | Volume IX Issue XXVIII November 2025
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Immunology and Microbiology
1
0.66%
Materials Science
1
0.66%
Medicine
1
0.66%
Source: Generated by the author(s) using biblioMagika® (Ahmi, 2024)
Publication Trends
This section of the study discusses the trends in research publications concerning food and beverage and service
quality since 1992. Figure 2 displays the annual publication patterns and information on the total number of
publications (yellow) and citations (pink). The research has been steadily growing but slightly decrease in the
recent year, as this image illustrates. Since 2008, there has been an upward trend in the number of publications,
reaching its maximum point in 2020 with 14 publications. In late 2019, the pandemic of COVID-19 was
beginning in China and then spread globally in in the year 2020 caused significant global disruption, severe
economic downturns in countries around the world. Due to the attacked, a lot of scholars are trying to understand
about it and find the impact towards human life. According to Lee, S., & Ham, S. (2021), COVID-19 has changed
the way of human life and had an impact on the food service industry. Most people are more concerned about
hygiene, service quality, and safety. In addition, the adoption of technology during that time also derived the
changes in the food service industry trends as discussed by Halim-Lim, S. A., et. al. (2023) and Li, Y., et. al.
(2022). This global shift has led the academic interest and scholars to explore service quality more extensively,
resulting in substantial increase in publication during that year.
For the citation analysis, the high number of citations from the authors was generated in 2010 (577 citations)
which caused by the food industry market starting to evolved and the numbers have continued to fluctuate over
the years until now. According to the report from The Edge (2010), the food industry was the sector of the year
for 2010 which driven by a spate of mergers and acquisitions. Additionally, Gayatri, N. A. G., et. al (2022) also
found that the restaurant industry experienced a big growth from year 2010 until 2019. This finding explains the
increasing trends of scholar’s citation in that year.
Meanwhile, the decreasing trend of citations might be due to a variety of issues, such as high competition, shifting
research focus, or changing methodology. These emerging areas may not yet be fully reflected in Scopus-index
publications during the study was conducted. Despite a minor decline in the most recent year, the cumulative
number of publications has grown consistently, as shown in Figure 3. Understanding these trends is crucial, as
it illustrate how the external factors such as technological innovation, global health crisis, and changes in
consumer expectations would influence the academic development of service quality research especially in the
food and beverage sector.
Figure 2 Total Publications and Citations by Year
Source: Generated by the author(s) using biblioMagika® (Ahmi, 2024)
1 1
2
1 1
2 2 2 2 2 2 2
3
8
5
6
5
8
2
9
8
11 11
9
14
11
9
8
5
54
154
545
83
3
107
93
65
16
52
54
473
42
207
577
237
135
247
54
269
141
357
272
38
358
204
132
103
20
0
100
200
300
400
500
600
700
0
2
4
6
8
10
12
14
16
1992
1994
1995
1996
1998
2000
2001
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
2015
2016
2017
2018
2019
2020
2021
2022
2023
2024
Total Citations
Total Publications
Year
ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
ISSN: 2454-6186 | DOI: 10.47772/IJRISS
Special Issue | Volume IX Issue XXVIII November 2025
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Figure 3 Publication Growth
Source: Generated by the author(s) using biblioMagika® (Ahmi, 2024)
Publications by Authors & Institutions
This study identified the top ten authors and top ten articles by institutions in the "Service quality and Food and
beverages" search. A minimum of three articles is required to identify it. Prybutok, Victor R. (University of
North Texas) and Cheng, Ching-Chan (Taipei University of Marine Technology) are the most productive authors
with four publications. Following the list are the remaining writers, each with three publications, as indicated in
Table 6. As for the data publication by institution, with six publications, Universiti Teknologi MARA in
Malaysia leads the field for most productive institutions, followed by Sejong University in Korea, which has five
publications overall. The other universities contributed to this theme, as indicated in Table 7 below.
Table 6. Top 10 Productive Authors
y = 0.2325x
2
- 1.4931x + 6.2337
R² = 0.9967
0
20
40
60
80
100
120
140
160
180
1992
1995
1998
2001
2004
2006
2008
2010
2012
2014
2016
2018
2020
2022
2024
Cummulative Total Publications
Year
Author’s
Name
Current
Affiliation
Country
TP
NCP
TC
C/P
C/CP
h
g
m
Prybutok,
Victor R.
University of North
Texas
United
States
4
4
229
57.25
57.25
4
4
0.250
Cheng,
Ching-Chan
Taipei University
of Marine
Technology
Taiwan
4
4
150
37.50
37.50
4
4
0.308
Uslu,
Abdullah
Akdeniz University
Turkey
3
3
50
16.67
16.67
3
3
0.600
Yeh, Tsu-
Ming
Dayeh University
Taiwan
3
3
134
44.67
44.67
3
3
0.300
Mohi,
Zurinawati
Universiti
Teknologi MARA
Malaysia
3
2
55
18.33
27.50
2
3
0.154
Kukanja,
Marko
University of
Primorska
Slovenia
3
3
10
3.33
3.33
2
3
0.333
Planinc,
Tanja
University of
Primorska
Slovenia
3
3
10
3.33
3.33
2
3
0.333
Koutrouman
is, Dean A.
University of
Tampa
United
States
3
2
11
3.67
5.50
2
3
0.118
Qin, Hong
University of
Texas-Pan
American
United
States
3
3
222
74.00
74.00
3
3
0.188
ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
ISSN: 2454-6186 | DOI: 10.47772/IJRISS
Special Issue | Volume IX Issue XXVIII November 2025
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www.rsisinternational.org
Notes: TP=total number of publications; NCA=Number of contributing authors; NCP=number of cited
publications; TC=total citations; C/P=average citations per publication; C/CP=average citations per cited
publication; h=h-index; g=g-index; m=m-index.
Source: Generated by the author(s) using biblioMagika® (Ahmi, 2024)
Table 7. Top 10 Productive Institutions
Notes: TP=total number of publications; NCA=number of contributing authors; NCP=number of cited
publications; TC=total citations; C/P=average citations per publication; C/CP=average citations per cited
publication; h=h-index; g=g-index; m=m-index.
Source: Generated by the author(s) using biblioMagika® (Ahmi, 2024)
Publications by Countries
Different countries across the world have contributed to the research on these themes. Figure 4 shows the
countries that contributed to the publications, and further qualitative interpretation helps explain this difference.
The publication was led by the United States, by having 48 publications has a mature hospitality research
environments and a long-standing interest in service quality framework that contributes to the dominant output
in the field. Many universities in US provide extensive institutional support for hospitality and foodservice
research through specialized library guides, dedicated database, and industry-linked archives. For example, in
the website of University of Pennsylvania Library (n.d), offers a comprehensive Food & Beverage Industry
research guide that consolidates academic databases and industry. Other than that, the university of San Francisco
Ahn,
Young-Joo
Sejong University
South
Korea
3
3
25
8.33
8.33
2
3
0.500
Affiliations
Country
TP
NCA
NCP
TC
C/P
C/CP
h
g
m
Universiti
Teknologi
MARA
Malaysia
6
17
4
63
10.50
15.75
2
6
0.154
Sejong
University
South Korea
5
12
4
98
19.60
24.50
3
5
0.600
University of
North Texas
United
States
4
6
4
229
57.25
57.25
4
4
0.250
Macau
University of
Science and
Technology
Macao
4
4
3
117
29.25
39.00
2
4
0.154
Oklahoma
State
University
United
States
4
8
4
229
57.25
57.25
4
4
0.160
Taipei College
of Maritime
Technology
Taiwan
3
8
3
138
46.00
46.00
3
3
0.231
Akdeniz
University
Turkey
3
5
3
50
16.67
16.67
3
3
0.600
Sun Yat-Sen
University
China
3
6
3
246
82.00
82.00
3
3
0.167
Universiti
Sains Malaysia
Malaysia
3
6
3
47
15.67
15.67
2
3
0.200
University of
Primorska
Slovenia
3
7
3
10
3.33
3.33
2
3
0.333
ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
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Special Issue | Volume IX Issue XXVIII November 2025
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and University of Nebraska-Lincoln also providing specialized hospitality research guides that facilitate
scholarly access to F&B and service quality literature. This well-established academic infrastructure helps
explain why the US can lead in publication results.
Secondly, Taiwan contributed 16 publications, followed by South Korea (15), China (14), and India (12). All of
these countries demonstrate strong engagement in this research area driven by rapid growth in their foodservice
sectors, rising consumer expectations, and expanding hospitality research. Meanwhile, Malaysia was in sixth
place with 11 publications for the theme. It shows that Malaysia also looking forward for the better service
quality especially in the foodservices sector. The country that published less than ten publications are mentioned
in the maps in red color and orange color. These countries present significant opportunities for future exploration,
especially in Southeast Asia where the tourism and food-related business are major economic contributors.
Figure 4 Worldwide publication indexed by Scopus on service quality in food and beverages.
Source: Generated by the author(s) using iipmaps.com
Top Keywords
The selection of keywords may lead to reaching the objective of the studies. To ensure the keywords are suitable,
the scholars need to identify the primary keyword before running their studies. The primary keywords can be
determined using an author keyword analysis. Figure 5 displays the top 15 author keywords that occur in the
most publications. It shows the popular keyword used by the author’s is “service quality” which give the results
of 92 documents. The second place of keyword is “customer satisfaction” with the total of 35 documents and
followed by keyword of “restaurants” with 26 documents. There also had 12 documents use the keyword of
‘satisfaction’ and ‘DINESERV’ respectively. The remaining keyword using less than 10 documents are
“SERVQUAL”, “Restaurant”, “Loyalty”, Customer Loyalty”, “Food Quality”, “revisit intention”, “behavioral
intentions”, “restaurant service quality”, “fast food” and “customer service quality”.
ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
ISSN: 2454-6186 | DOI: 10.47772/IJRISS
Special Issue | Volume IX Issue XXVIII November 2025
Page 82
www.rsisinternational.org
Figure 5 Frequency Distribution of Top 15 Author Keywords
Source: Generated by the author(s) using biblioMagika® (Ahmi, 2024)
The results shows that most scholars like to discuss the topic of service quality especially in the restaurants.
Besides that, the scholars also related their study discussion with the theoretical framework such as DINESERV.
As we know, the service quality commonly has a strong relationship with the customer satisfaction and their
loyalty to the restaurants. So, the results also found that this keyword being among the top keyword use by the
scholars in the study writing.
Co-occurrence Analysis
Co-occurrence analysis is one of the most widely used bibliometric techniques to identify and visualize the
relationships among keywords that frequently appear together in previous research. This analysis helps the
scholars to understand the intellectual structure of the particular research field. The analysis is done by clustering
related concepts or themes based on their co-occurrence patterns. According to Zhou, X., et al. (2022), co-
occurrence analysis explores the possible connection between two bibliographic items included in the same
dissertation. For this study, a co-occurrence analysis of the authors' keywords was conducted to uncover the
thematic structure of publications related to the research topic which are service quality.
Figure 6 Co-occurrence of author keyword Map (all item)
Source: Generated by the author(s) using VOSviewer (Van Eck & Waltman, 2023)
ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
ISSN: 2454-6186 | DOI: 10.47772/IJRISS
Special Issue | Volume IX Issue XXVIII November 2025
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The visual presented in Figure 6 illustrates a network map where each node represents a specific author's
keyword for the dataset. The frequency of the keyword's occurrence was represented by the nodes size while the
strength of association between keywords was represent by the thickness of the connecting lines. The favorite
authors keyword was service quality and restaurants as referring to the largest nodes size in the illustration.
Besides that, the previous researcher also does the study for the service quality that related with the customer
loyalty, satisfaction and also revisit intention. In addition, the study also revealed the formation of six distinct
clusters which are representing a closely related group of the research theme. These clusters are identified as
revisit intention, satisfaction, quality service, theory of quality, fast food restaurant, and restaurant images.
Based on the clusters, the thematic patterns generated four major areas dominate service quality research in the
food and beverage sector. The first theme was customer behavioral outcomes that derive from the cluster
satisfaction and revisit intention as discussed by the previous scholar such as Mohd Nazri, F. N., et. al. (2022);
Rajput, A. and Gahfoor, R.Z. (2020) and Rahman, N. A. A, et al. (2019) that shows service quality strongly
influences satisfaction and behavioral intentions. The second themes identified was service quality frameworks
which discussing about theory of quality. From the figure 6, it was identified that most theory discussed by the
scholars was DINESERV and SERVQUAL.
Next theme highlighted the dining experience and restaurant image. This theme demonstrating the importance
of ambience, environment, and overall service quality. Lastly, the theme found was type of restaurants such as
fast-food restaurants, fine dine restaurants and Chinese restaurants. This indicates an emerging research interest
in operational efficiency and standardized service delivery for all of this type of restaurants.
Considering the findings of this study, it shows that the service quality is one of the interesting topics that may
be explore by future researchers. It is supported by the bibliometric analysis that shows a low number of
publications and it is a call for more future research. The keyword analysis shows the increasing importance of
the study related with the service quality in food and beverages industry. There might be more critical for future
research especially for the cluster that may fill the significant current gap such as theory of quality, restaurant
images, and quality service. However, this study might not be accurate since it is limited to the certain specific
keywords only (service quality and food and beverage) which cannot cover the overall aspects of these area.
Maybe future researchers may identify other keyword that might be relevant and try to use other combinations
of keyword.
Furthermore, this study already identified the country that have a lower publication regarding the themes. This
may give a direction towards future research to help improve the research for the surrounding area that may give
the benefit towards the key industry player and the government of the mentioned countries. There also need a
collaboration from the mention countries in this study to explore more about the themes in depth and give the
enhancement towards the industry in future. By having more research in this area will help the key player of the
industry to understand the needs and fulfill the recent environment and requirement to help the industry become
stronger in their country or surrounding area.
CONCLUSION
This article presents the bibliometric analysis of service quality related with food and beverages. The data
collection of the study from the Scopus database and 152 number of documents was analyzed since year 1992
until September 2024. Bibliometric analysis done by this study provides a comprehensive review of the research
output in this field. The United States, Taiwan, South Korea, China, India and Malaysia was identified as the
most contributions towards the publication around the world. It also identified the main keyword and themes in
the scientific research. The analysis revealed that the overall number of publications has increased over the years
even if there exist a decline in the publication trends. The findings of the study suggest that future research may
explore to improve the related themes discussed and lead to a better performance in the future. However, a
number of restrictions was appearing in this study. The study only focused on publications that publish the
Scopus database only. As a results, it might not cover a wide field of study area. In addition, the bibliometric
analysis only provides the dataset on publication volume and trends. However, it still requires opinions and
feedbacks from experts to provide an intellectual appraisal using their knowledge. Overall, this article highlights
the gaps in current research and suggest potential ideas to future researchers.
ICTMT 2025 | International Journal of Research and Innovation in Social Science (IJRISS)
ISSN: 2454-6186 | DOI: 10.47772/IJRISS
Special Issue | Volume IX Issue XXVIII November 2025
Page 84
www.rsisinternational.org
ACKNOWLEDGEMENT
The study is funded by the Ministry of Higher Education (MOHE) of Malaysia through the publication incentive
and the Faculty of Technology Management and Technopreneurship (FPTT), Universiti Teknikal Malaysia
Melaka, Malaysia (UTeM). The authors also would like thanks to Centre of Technopreneurship Development
(C-TeD) and research group Sustainable Digital Economics Management (SuITE) for the support.
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Special Issue | Volume IX Issue XXVIII November 2025
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