Mapping Research Trends on Quality in Electronic Services: A Scoping Review

Since the 20th century, quality has become a major strategic concern for both researchers and organizations, serving as a lever for performance and a key factor of differentiation in an increasingly digital environment. However, despite the development of e-government services, the exploration and evaluation of their success, particularly concerning civil servants, remains limited. The implications suggest that for the success of such systems, governments must prioritize satisfaction and trust for the users in their technology strategies. This paper presents a comprehensive bibliometric analysis, based on the PRISMA model, focusing on the relationship between quality and electronic services (e-services). Using the Scopus database, 626 articles were initially identified, of which 204 were selected following strict inclusion and exclusion criteria. Covering the period from 2014 to 2024, the analysis highlights publication trends, journal distribution, author contributions, and keyword frequency. Special attention was given to 17 key publications, allowing for an in-depth exploration of the dynamics between perceived quality and the performance of e-services, using the VOSviewer tool. The findings reveal a strong interdependence between quality dimensions and the development of electronic services, particularly through technologies such as automation, intelligent interfaces, and interactive platforms. These elements play a crucial role in enhancing user experience, customer satisfaction, and operational efficiency.