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p-Index From 2021 - 2026
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All Journal TIJAB (The International Journal of Applied Business)
Ahmad Khumaeni
Unknown Affiliation
Economics, Econometrics & Finance

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Artificial Intelligence in Service Quality Improvement: A Bibliometric Analysis Majid, Nurkholish; Ahmad Khumaeni; Zangana, Hewa Majeed
TIJAB (The International Journal of Applied Business) Vol. 10 No. 1 (2026): MARCH 2026
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/tijab.v10.I1.2026.49186

Abstract

Background: Advances in computer technology have enabled the development of machines with capabilities known as Artificial Intelligence (AI). Although its adoption in manufacturing industries remains limited in many countries, AI is increasingly being applied in the service sector and other industries. Objective: This study aims to map recent research trends on the use of AI in improving service quality. Method: The data were analyzed using bibliometric mapping with VOSviewer software, focusing on studies about AI in services and service quality over the past five years. Results: This study maps the use of AI in corporate service automation. AI enables consumer self-service through robotic systems, particularly in sectors such as hospitality, lodging, travel, and tourism. Furthermore, the adoption of AI services by companies helps reveal patterns in consumer behavior. The keyword analysis identified five main clusters: medical, agriculture, government, tourism, and service quality. Conclusion: AI contributes to the enhancement of automation-based systems in sectors such as tourism and travel. However, AI use also faces challenges across sectors, including medical, business services, agriculture, hospitality, and government or public services. Keywords: Artificial Intelligence, Service Quality
Co-Authors Nurkholish Majid Zangana, Hewa Majeed