Bibliometric analysis of the use of sentiment analysis in the context of service quality

Abstract

The use of sentiment analysis has been increasing over time. Sentiment analysis was born in computer science, but researchers have begun to use this technique in different disciplines as it can be used in various fields. As competition increases, businesses have understood that they need to improve the quality of their services to satisfy their customers. The processing of human behavior data with sentiment analysis has become an important factor in determining the quality of service for businesses. In this study, bibliometric analyses were carried out to determine the place of sentiment analysis in the context of service quality in the literature. To achieve the aim of the study, first, a bibliometric analysis of studies related to sentiment analysis was carried out. Then, a bibliometric analysis of the use of sentiment analysis in the context of service quality was carried out, and the sentiment analysis technique was evaluated in the context of service quality in the literature. In addition to bibliometric analyses, the titles and abstracts of sentiment analysis studies in the context of service quality were analyzed using content analysis to determine the subjects and techniques of the studies. It was noted that the use of the sentiment analysis technique in the field of service quality began in 2016 and that there are still few studies in this area, and that it is used in certain sectors.