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

Dwi Andre Vebriansyah ; Budi Eko Soetjipto ; Ludi Wisnuwardhana
Riset Ilmu Manajemen Bisnis dan Akuntansi 📅 2025 Vol 3, No 2 🔗 DOI: 10.61132/rimba.v3i2.1770
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.
Keywords
Customer Reviews; Machine Learning; Sentiment Analysis; Service Quality
How to Cite

Dwi Andre Vebriansyah, et al. (2025). A Systematic Literature Review: Analyzing Service Quality Through User Reviews Using Machine Learning Approaches. Riset Ilmu Manajemen Bisnis dan Akuntansi, 3(2). https://doi.org/10.61132/rimba.v3i2.1770

Dwi Andre Vebriansyah; Budi Eko Soetjipto; Ludi Wisnuwardhana, "A Systematic Literature Review: Analyzing Service Quality Through User Reviews Using Machine Learning Approaches," Riset Ilmu Manajemen Bisnis dan Akuntansi, vol. 3, no. 2, 2025.

Dwi Andre Vebriansyah; Budi Eko Soetjipto; Ludi Wisnuwardhana. "A Systematic Literature Review: Analyzing Service Quality Through User Reviews Using Machine Learning Approaches." Riset Ilmu Manajemen Bisnis dan Akuntansi, vol. 3, no. 2, 2025.

Dwi Andre Vebriansyah; Budi Eko Soetjipto; Ludi Wisnuwardhana. "A Systematic Literature Review: Analyzing Service Quality Through User Reviews Using Machine Learning Approaches." Riset Ilmu Manajemen Bisnis dan Akuntansi 3, no. 2 (2025).

Dwi Andre Vebriansyah, et al. (2025) 'A Systematic Literature Review: Analyzing Service Quality Through User Reviews Using Machine Learning Approaches', Riset Ilmu Manajemen Bisnis dan Akuntansi, 3(2). doi: 10.61132/rimba.v3i2.1770.

Dwi Andre Vebriansyah; Budi Eko Soetjipto; Ludi Wisnuwardhana. A Systematic Literature Review: Analyzing Service Quality Through User Reviews Using Machine Learning Approaches. Riset Ilmu Manajemen Bisnis dan Akuntansi. 2025;3(2).

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