Hizmet kalitesi baglaminda duygu analizi kullanimina yönelik bibliyometrik analiz
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Date
2023
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Isparta Uygulamali Bilimler Üniversitesi
Access Rights
info:eu-repo/semantics/openAccess
Abstract
Duygu analizi çalismalarinin günden güne arttigi gözlenmektedir. Duygu analizi teknigi bilgisayar bilimleri içerisinde dogmustur, tekniginin farkli alanlarda kullanilabilir olmasiyla arastirmacilar farkli disiplinlerde bu teknigi kullanmaya baslamislardir. Isletmeler, rekabetin artmasiyla birlikte müsterilerini memnun edebilmek için hizmet kalitesini arttirmasi gerektigini anlamislardir. Insan davranislarinin dijitallesmesiyle olusan verinin duygu analiziyle islenebilmesi, isletmeler açisindan hizmet kalitesinin tespitinde önemli bir unsur haline gelmistir. Bu çalismada hizmet kalitesi baglaminda duygu analizinin literatürdeki yerinin belirlenebilmesi için bibliyometrik analizler yapilmistir. Çalismanin amacina ulasabilmesi için öncelikle duygu analiziyle ilgili çalismalarinin bibliyometrik analizi yapilmistir. Daha sonra ise duygu analizinin hizmet kalitesiyle kullanimina yönelik bibliyometrik analiz yapilarak duygu analizi tekniginin hizmet kalitesi baglaminda literatür degerlendirilmesi yapilmistir. Bibliyometrik analizlerin yani sira duygu analizi ve hizmet kalitesi baglaminda duygu analizi çalismalarinin baslik ve özetleri çalisma konularini ve tekniklerini belirleyebilmek amaciyla içerik analiziyle incelenmistir. Hizmet kalitesi alaninda duygu analizi tekniginin kullaniminin 2016 yilinda basladigi ve bu alanda yapilan çalismalarin henüz az oldugu ve belirli sektörlerde kullanildigi dikkat çekmistir.
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.
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.
Description
Keywords
Duygu Analizi, Hizmet Kalitesi, Bibliyometrik, Içerik Analizi
Journal or Series
Yalvaç Akademi Dergisi
WoS Q Value
Scopus Q Value
Volume
8
Issue
1
