Scientific mapping of customer experience in the capital market during the COVID-19 pandemic

Subject Areas : Growth and development of public programs and services

Bibi Malihe Mahdizadeh ¹ , Seyed Hamid Khodadad Hosseini ² , Hamed Nazarpour Kashani ³

1 -
2 -  Professor at Department of Business Management, Tarbiat Modares University, Iran
3 - Department of Business Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran

Received: 2025-01-22 Accepted : 2025-02-15 Published : 2025-09-21

Keywords: Covid-19, Customer Experience, Capital market, Scientific analysis,

Abstract :

Covid-19 fundamentally changed the global economy and accelerated the pace of digital transformation to create unforgettable customer experiences. The corona virus epidemic has had profound effects on all aspects of social and economic life. One of the areas affected by this crisis is the capital market and the customer experience in it. This article examines the scientific mapping of customer experience in the capital market during the Corona epidemic and analyzes the key trends and changes by analyzing and illustrating the state of scientific productions using scientometric methods. Covid-19 and customer experience in the context of the capital market based on scientometric techniques, articles indexed in the web-science database in the period of 2019-2024 and the discovery of research gaps have been carried out. The current research is of a descriptive and applied type, which was done by co-occurrence analysis of words.The statistical population of this study is scientific articles in the field of Covid-19 and customer experience. 349 articles were selected from two areas close to business management, business and business finance, and the data was analyzed with the output of Vas Viewer software. The most and most frequent words "Covid-19" and "Effect" and "Customer Satisfaction" which were the results of co-occurrence of words and are related to the word "online"; Two thematic clusters were also.

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