Hizmet kalitesi bağlamında duygu analizi kullanımına yönelik bibliyometrik analiz

Yıl 2023, , 81 - 104, 20.03.2023

Erhan Sur , Hüseyin Çakır

https://doi.org/10.57120/yalvac.1258627

Cited By: 1

Öz

Duygu analizi çalışmalarının günden güne arttığı gözlenmektedir. Duygu analizi tekniği bilgisayar bilimleri içerisinde doğmuştur, tekniğinin farklı alanlarda kullanılabilir olmasıyla araştırmacılar farklı disiplinlerde bu tekniği kullanmaya başlamışlardır. İşletmeler, rekabetin artmasıyla birlikte müşterilerini memnun edebilmek için hizmet kalitesini arttırması gerektiğini anlamışlardır. İnsan davranışlarının dijitalleşmesiyle oluşan verinin duygu analiziyle işlenebilmesi, işletmeler açısından hizmet kalitesinin tespitinde önemli bir unsur haline gelmiştir. Bu çalışmada hizmet kalitesi bağlamında duygu analizinin literatürdeki yerinin belirlenebilmesi için bibliyometrik analizler yapılmıştır. Çalışmanın amacına ulaşabilmesi için öncelikle duygu analiziyle ilgili çalışmalarının bibliyometrik analizi yapılmıştır. Daha sonra ise duygu analizinin hizmet kalitesiyle kullanımına yönelik bibliyometrik analiz yapılarak duygu analizi tekniğinin hizmet kalitesi bağlamında literatür değerlendirilmesi yapılmıştır. Bibliyometrik analizlerin yanı sıra duygu analizi ve hizmet kalitesi bağlamında duygu analizi çalışmalarının başlık ve özetleri çalışma konularını ve tekniklerini belirleyebilmek amacıyla içerik analiziyle incelenmiştir. Hizmet kalitesi alanında duygu analizi tekniğinin kullanımının 2016 yılında başladığı ve bu alanda yapılan çalışmaların henüz az olduğu ve belirli sektörlerde kullanıldığı dikkat çekmiştir.

Anahtar Kelimeler

Duygu Analizi, Hizmet Kalitesi, Bibliyometrik, İçerik Analizi

Teşekkür

İlgilendiğiniz için teşekkür ederim.

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

Öz

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.

Anahtar Kelimeler

Sentiment Analysis, Service Quality, Bibliometric, Content Analysis

Kaynakça

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