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): Mei : Riset Ilmu Manajemen Bisnis dan Akuntansi

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.