Science AI Journal
Business, Management and Accounting · Research topic

Open research questions in Customer Service Quality and Loyalty

434 unresolved questions extracted from the limitations and future-work sections of 3,558 Customer Service Quality and Loyalty papers in our library. Each links back to the study that raised it.

What the literature leaves open

  • further study on the economic corridors of the Greater Mekong Subregion countries, - analysis of the lodging business as part of the tourism industry, - investigation of the impact of exchange rates on travel decisions

    THE FACTORS INFLUENCING THE SATISFACTION OF THAI PASSENGERS ON THE INTERNATIONAL RAILWAY ROUTE BETWEEN BANGKOK (THAILAND) AND VIENTIANE (LAOS) · 2026 · DOI

  • The gap is not explicitly stated in the text, but it can be inferred that there is a need to study the factors influencing the satisfaction of Thai passengers on the international railway route.

    THE FACTORS INFLUENCING THE SATISFACTION OF THAI PASSENGERS ON THE INTERNATIONAL RAILWAY ROUTE BETWEEN BANGKOK (THAILAND) AND VIENTIANE (LAOS) · 2026 · DOI

  • The study also highlights gaps in the literature, offering future research directions for scholars and practitioners seeking to explore the next frontier in CRM practices.

    Bibliometric Analysis of CRM Practices and Their Descendants: Impact on Business Outcomes and Strategic Development · 2026 · DOI

  • Customer participation in service recovery is common, yet little is known about how different participation roles shape recovery evaluations.

    Customer participation in service recovery: accounting for the role of customers’ perceived control and empowerment in hotel services · 2026 · DOI

  • Future research should explore these relationships in different academic settings and employ longitudinal designs to provide deeper insights.

    The interplay of brand identification, satisfaction, and psychological well-being: a mediational role of positive WOM behavior in higher education · 2025 · DOI

  • However, the specific pathways through which public participation influences trust via the perceived responsiveness of local government remain underexplored, particularly in post-war settings such as Mogadishu, Somalia.

    Examining the effects of public participation on residents’ trust in local government: The mediating effect of perceived responsiveness · 2025 · DOI

  • Despite the significance of service quality from the customer and employee standpoints in service quality literature, few studies have combined these three perspectives.

    The Moderating Impact of Employee Job Satisfaction on the Service Quality–Customer Satisfaction Relationship: The Case of the Lebanese Healthcare Institutions · 2024 · DOI

  • Consequently, the paper seeks to examine existing gaps in the literature regarding customer satisfaction theories for business sustainability and decision making, which may need to be more concise in the satisfaction generation process.

    Conceptual review of consumer satisfaction theories with expectation-confirmation and disconfirmation paradigm for business sustainable growth and decision making · 2024 · DOI

  • The study is limited to Crescent InfoTech in Erode, and the findings may not be applicable to other companies or regions. The sample size is relatively small, which may not fully represent the entire customer base. The study relies on primary data collected through questionnaires, and responses may be influenced by personal bias or perception of the respondents. Time constraints limited the scope of data collection and analysis.

    Customer Experience and Brand Loyalty in Crescent Infotech at Erode · 2026 · DOI

  • The study aims to fill the gap in understanding how customer experience influences brand loyalty in the IT service sector. There is a need to analyze the relationship between customer experience and brand loyalty in the context of Crescent InfoTech in Erode.

    Customer Experience and Brand Loyalty in Crescent Infotech at Erode · 2026 · DOI

  • The survey was conducted only among enterprises operating in the Northern provinces of Vietnam. The study was conducted over a relatively short period from January 2021 to March 2021. The generalizability of the findings remains somewhat limited.

    Factors Affecting Customer Satisfaction Towards Lоgistics Service Quality in Ba Ria - Vung Tau, Vietnam · 2026 · DOI

  • There is a lack of studies on the factors influencing customer satisfaction with logistics service quality in Vietnam. The study aims to fill this gap by investigating the factors influencing customer satisfaction with logistics service quality in Ba Ria - Vung Tau, Vietnam.

    Factors Affecting Customer Satisfaction Towards Lоgistics Service Quality in Ba Ria - Vung Tau, Vietnam · 2026 · DOI

  • The study has a limited sample size of 347 respondents. The research focuses on the fast-food industry in Tangerang, Indonesia, which may not be generalizable to other contexts. The study uses a quantitative research approach, which may not capture the nuances of consumer behavior.

    The Mediating Roles of Consumer Satisfaction and Word-of-Mouth in the Relationship between Service Quality, Price Fairness, and Loyalty in Indonesian Fast Food · 2026 · DOI

  • Future studies could explore the relationships between service quality, price fairness, and consumer loyalty in other industries. The research could be replicated in other cultural contexts to test the generalizability of the findings. Future studies could investigate the impact of digital transformation on consumer behavior and loyalty in the fast-food industry.

    The Mediating Roles of Consumer Satisfaction and Word-of-Mouth in the Relationship between Service Quality, Price Fairness, and Loyalty in Indonesian Fast Food · 2026 · DOI

  • Empirical evidence explaining how experiential and social dynamics within brand communities translate into brand loyalty remains limited. The study aims to investigate the effects of experience, individual interaction, and social relationships on brand loyalty.

    The Social Path to Brand Loyalty: How Interaction and Relationships Drive Commitment in Brand Communities · 2026 · DOI

  • Several limitations should be acknowledged. First, the study used a cross-sectional design, which limits the ability to infer causal relationships over time. Second, the sample size was relatively modest and focused on a single brand community context, potentially limiting generalizability to other industries or cultural settings. Third, the study relied on self-reported data, which may be affected by common method bias. Finally, the model focused on key social and experiential variables but did not include other potential loyalty predictors, such as brand trust, satisfaction, or perceived value.

    The Social Path to Brand Loyalty: How Interaction and Relationships Drive Commitment in Brand Communities · 2026 · DOI

  • Most previous studies focus separately on either sales performance or customer satisfaction. There is a need to analyze both aspects together to understand their combined impact on business growth and customer loyalty.

    A Study on Sales Analysis and Customer Satisfaction · 2026 · DOI

  • The need to identify key determinants of customer loyalty in an increasingly competitive logistics market. The lack of understanding of the relationships among service quality, price, reputation, customer satisfaction, and customer loyalty in the freight forwarding industry.

    Analysis of The Influence of Service Quality, Price, and Reputation on Customer Loyalty with Customer Satisfaction as a Mediating Variable in a Freight Forwarding Company · 2026 · DOI

  • Higher education institutions face increasing pressure to operate competitively and adopt marketing and service management strategies. The average student retention rate in private universities remains below 70%, significantly lower than in public institutions.

    Drivers of Loyalty: Integrating Service Quality, Marketing Mix, and Satisfaction · 2026 · DOI

  • Developing community-based tourism in mountainous areas with ethnic minority communities is challenging due to poor economic conditions, weak infrastructure, and limited tourism skills. The study is limited by time and resource constraints.

    Assessing Service Quality and Tourist Satisfaction in Community-based Tourism: The Case of Mountainous Areas, Hue City, Vietnam · 2026 · DOI

  • The study is limited by time and resource constraints. The sample size is limited to 150 respondents. The study only focuses on domestic tourists in mountainous areas of Hue City, Vietnam.

    Assessing Service Quality and Tourist Satisfaction in Community-based Tourism: The Case of Mountainous Areas, Hue City, Vietnam · 2026 · DOI

  • There is a lack of research on the factors that drive customer loyalty in organic restaurants. The study aims to address this gap by investigating the influence of Brand Image, Service Quality, and Self-Congruity on Customer Loyalty.

    Building Loyalty in Organic Restaurants among Indonesian Gen Z: The Interplay of Brand Image, Service Quality, and Self-Congruity via Customer Satisfaction · 2026 · DOI

  • Many municipalities face significant challenges in delivering satisfactory water services. There is a need for a validated framework to enhance service delivery and foster public trust.

    Service Quality and its Influence on Service Excellence and Customer Satisfaction with Water Provision in Nyandeni Municipality · 2026 · DOI

  • The need to identify key banking service attributes and their relative importance in the context of the City of Mati. The lack of understanding of customer preferences on banking services in the City of Mati.

    Customer Preference on Banking Services in the City of Mati · 2026 · DOI

  • Based on the findings and conclusions of the study, the following recommendations are proposed: 1. Banks should strengthen account security systems, confidentiality measures, and fraud protection mechanisms since customers highly prioritize secured handling of accounts and privacy protection. 2. Banking institutions should continuously improve efficiency, reliability, and responsiveness of their services by minimizing delays, improving transaction processing, and ensuring timely responses to customer concerns. 3. Banks should maintain updated IT systems and user-friendly digital banking platforms to improve convenience and accessibility while ensuring strong cybersecurity measures. 4. Bank management should continue investing in staff training and development programs to enhance employee competence, responsiveness, and customer relationship management. IJFMR260379090 Volume 8, Issue 3, May-June 2026 22 International Journal for Multidisciplinary Research (IJFMR) E-ISSN: 2582-2160 ● Website: www.ijfmr.com ● Email: [email protected] 5. Banks should maintain adequate teller availability and improve over-the-counter services, particularly for customers who still prefer direct human interaction in banking transactions. 6. Banking institutions may utilize the findings of this study in designating customer-centered banking strategies and improving service delivery aligned with the financial inclusion goals of the Bangko Sentral ng Pilipinas (BSP). 7. Customers may use the findings of this study as a guide in selecting banking institutions that align with their preferences regarding security, reliability, convenience, and service quality. 8. Customers are encouraged to maximize the user of secure digital banking services while remaining vigilant regarding privacy and cybersecurity practices. 9. Future studies may include additional banking attributes such as pricing strategies, loan accessibility, sustainability practices, customer loyalty programs, and financial literacy services to provide broader insights into customer preferences. 10. Researchers may conduct comparative studies involving rural and urban banking customers or different banking sectors such as digital banks, rural banks, and cooperative banks. 11. Future studies may explore the evolving impact of digital transformation, artificial intelligence, and financial technology innovations on customer banking preferences and satisfaction.

    Customer Preference on Banking Services in the City of Mati · 2026 · DOI

Most-cited papers in Customer Service Quality and Loyalty

Most recent work

Find a gap in your own Customer Service Quality and Loyalty sub-topic

This page shows what the Customer Service Quality and Loyalty literature already flags as unresolved. To narrow it to your specific question, run the guided finder — it searches the gap library on demand and checks candidates against 250M+ OpenAlex works.

Open the Research Gap Finder →

Related topics in Business, Management and Accounting

Job Satisfaction and Organizational Behavior
1,548 open questions
Management and Organizational Studies
874 open questions
Entrepreneurship Studies and Influences
863 open questions
Corporate Social Responsibility Reporting
738 open questions
Consumer Behavior in Brand Consumption and Identification
736 open questions
Environmental Sustainability in Business
612 open questions
Management and Marketing Education
602 open questions
International Business and FDI
584 open questions
434 open questions have been extracted from the limitations and future-work passages of 3,558 Customer Service Quality and Loyalty papers in our library. Each one below links back to the study that raised it, so you can read the original claim in context.

Tools for your next paper

Gaps & Literature SearchFind open questions in any field — 120,000+ open gaps mined from our own library.Pre-CheckIs your paper ready? A Tier 1–5 acceptance probability in seconds.Journal FinderA ranked shortlist of target journals from a 17,500-venue index.Duplicate Publication CheckerCheck prior-publication & salami-slicing risk across 8 sources.Citation GeneratorFreeA DOI or title → APA, MLA, Vancouver, Chicago, BibTeX, RIS. No signup.Graphical Abstract MakerFreeTurn your findings into a colorblind-safe graphical abstract.

Compare the category — Honest roundups of the AI research tools, ours listed alongside the alternatives.

Command palette

Jump anywhere, run any action.