Akademik Veri Yönetim Sistemi
Yalvaç Akademi Dergisi, cilt.8, sa.1, ss.81-104, 2023 (Hakemli Dergi)
It is observed that sentiment analysis studies are increasing day by day. Sentiment analysis
technique was born in computer sciences, and since the technique can be used in different fields,
researchers have started to use this technique in different disciplines. With the increase in competition,
businesses have realized that they need to improve service quality in order to satisfy their customers. The
ability to process the data generated by the digitalization of human behavior with emotion analysis has
become an important factor in determining service quality for businesses. In this study, bibliometric
analysis was conducted to determine the place of sentiment analysis in the literature in the context of
service quality. Within the scope of the study, 2538 articles related to the search word "sentiment
analysis" and 23 articles with the search words "sentiment analysis and service quality" were analyzed
in the WoS database between 2008 and 2022. Then, a bibliometric analysis was conducted on the use of
sentiment analysis with service quality and a literature evaluation of the sentiment analysis technique in
the context of service quality was conducted. In addition to bibliometric analyses, the titles and abstracts
of emotion analysis studies in the context of emotion analysis and service quality were examined by
content analysis in order to determine the study topics and techniques. It was noteworthy that the use of
emotion analysis technique in the field of service quality started in 2016 and that the studies in this field
are still few and used in certain sectors.