Work

A Systematic Literature Review: Analyzing Service Quality Through User Reviews Using Machine Learning Approaches

Year: 2025

Type: review

Abstract: This research conducted a systematic literature review of studies related to analyzing service quality based on user reviews with a machine learning approach. A total of 15 international and national journals were analyzed to identify challenges, methods, and trends in research in this aspect. The review results show that Natural Language Processing (NLP) and Sentiment Analysis techniques are the dominant approaches, with machine learning models such as Deep Learning, Naive Bayes, and Support Vector Machine (SVM) being commonly used. The review also identifies research gaps and provides recommendations for future research directions.

Source: Jurnal Rimba Riset Ilmu manajemen Bisnis dan Akuntansi

DOI: 10.61132/rimba.v3i2.1770

Authors: Dwi Andre Vebriansyah, Budi Eko Soetjipto, Ludi Wisnuwardhana

Institution: State University of Malang

Language: English

Topic: Sentiment Analysis and Opinion Mining

Subfield: Artificial Intelligence

Field: Computer Science

Domain: Physical Sciences

Open Access status: hybrid

OpenAlex ID: W4413067048

FWCI:

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