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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
Vol 3
, No 2
(2025)
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 Ve...
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Sentiment Analysis of KAI Access App Customer Reviews to Improve Customer Service Using Natural Language Processing
Dwi Andre Vebriansyah
; Niluh Komang Kusuma Yasari
; Daris Itsar Samudra
; Titis Shinta Dhewi
Riset Ilmu Manajemen Bisnis dan Akuntansi
Vol 3
, No 2
(2025)
This research analyzes user sentiment reviews of the KAI Access application from Google Play Store to improve customer service at PT Kereta Api Indonesia. The study uses a Natural Language Processing (NLP) approach with the Latent Dirichlet Allocation (LDA) algorithm to extract main topics from 10,000 reviews collected from April 2024 to April 2025. Analysis results show 40.7% positive sentiment reviews and 49.3% negative. After data preprocessing through case folding, normalization, tokenizatio...
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