{"id":"https://openalex.org/W4387614097","doi":"https://doi.org/10.3233/idt-230363","title":"Data analytics methods to measure service quality: A systematic review","display_name":"Data analytics methods to measure service quality: A systematic review","publication_year":2023,"publication_date":"2023-10-13","ids":{"openalex":"https://openalex.org/W4387614097","doi":"https://doi.org/10.3233/idt-230363"},"language":"en","primary_location":{"id":"doi:10.3233/idt-230363","is_oa":true,"landing_page_url":"https://doi.org/10.3233/idt-230363","pdf_url":"https://content.iospress.com:443/download/intelligent-decision-technologies/idt230363?id=intelligent-decision-technologies%2Fidt230363","source":{"id":"https://openalex.org/S119727669","display_name":"Intelligent Decision Technologies","issn_l":"1872-4981","issn":["1872-4981","1875-8843"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310318577","host_organization_name":"IOS Press","host_organization_lineage":["https://openalex.org/P4310318577"],"host_organization_lineage_names":["IOS Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Intelligent Decision Technologies","raw_type":"journal-article"},"type":"review","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://content.iospress.com:443/download/intelligent-decision-technologies/idt230363?id=intelligent-decision-technologies%2Fidt230363","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5059555452","display_name":"\u0393\u03b5\u03c9\u03c1\u03b3\u03af\u03b1 \u0393\u03ba\u03b9\u03cc\u03ba\u03b1","orcid":null},"institutions":[{"id":"https://openalex.org/I174458059","display_name":"National Technical University of Athens","ror":"https://ror.org/03cx6bg69","country_code":"GR","type":"education","lineage":["https://openalex.org/I174458059"]},{"id":"https://openalex.org/I4210144519","display_name":"Institute of Communication and Computer Systems","ror":"https://ror.org/0483fn738","country_code":"GR","type":"nonprofit","lineage":["https://openalex.org/I4210144519"]}],"countries":["GR"],"is_corresponding":true,"raw_author_name":"Georgia Gkioka","raw_affiliation_strings":["Information Management Unit, Institute of Communication and Computer Systems (ICCS), National Technical University of Athens (NTUA), Athens, Greece","Institute of Communication and Computer Systems (ICCS), Patission 42, 10682 Athens, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Information Management Unit, Institute of Communication and Computer Systems (ICCS), National Technical University of Athens (NTUA), Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]},{"raw_affiliation_string":"Institute of Communication and Computer Systems (ICCS), Patission 42, 10682 Athens, Greece","institution_ids":["https://openalex.org/I4210144519"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5093058776","display_name":"Thimios Bothos","orcid":null},"institutions":[{"id":"https://openalex.org/I174458059","display_name":"National Technical University of Athens","ror":"https://ror.org/03cx6bg69","country_code":"GR","type":"education","lineage":["https://openalex.org/I174458059"]},{"id":"https://openalex.org/I4210144519","display_name":"Institute of Communication and Computer Systems","ror":"https://ror.org/0483fn738","country_code":"GR","type":"nonprofit","lineage":["https://openalex.org/I4210144519"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Thimios Bothos","raw_affiliation_strings":["Information Management Unit, Institute of Communication and Computer Systems (ICCS), National Technical University of Athens (NTUA), Athens, Greece","Institute of Communication and Computer Systems (ICCS), Patission 42, 10682 Athens, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Information Management Unit, Institute of Communication and Computer Systems (ICCS), National Technical University of Athens (NTUA), Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]},{"raw_affiliation_string":"Institute of Communication and Computer Systems (ICCS), Patission 42, 10682 Athens, Greece","institution_ids":["https://openalex.org/I4210144519"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5052102989","display_name":"Babis Magoutas","orcid":"https://orcid.org/0000-0003-2988-341X"},"institutions":[{"id":"https://openalex.org/I174458059","display_name":"National Technical University of Athens","ror":"https://ror.org/03cx6bg69","country_code":"GR","type":"education","lineage":["https://openalex.org/I174458059"]},{"id":"https://openalex.org/I4210144519","display_name":"Institute of Communication and Computer Systems","ror":"https://ror.org/0483fn738","country_code":"GR","type":"nonprofit","lineage":["https://openalex.org/I4210144519"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Babis Magoutas","raw_affiliation_strings":["Information Management Unit, Institute of Communication and Computer Systems (ICCS), National Technical University of Athens (NTUA), Athens, Greece","Institute of Communication and Computer Systems (ICCS), Patission 42, 10682 Athens, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Information Management Unit, Institute of Communication and Computer Systems (ICCS), National Technical University of Athens (NTUA), Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]},{"raw_affiliation_string":"Institute of Communication and Computer Systems (ICCS), Patission 42, 10682 Athens, Greece","institution_ids":["https://openalex.org/I4210144519"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5050638604","display_name":"Gregoris Mentzas","orcid":"https://orcid.org/0000-0002-3305-3796"},"institutions":[{"id":"https://openalex.org/I174458059","display_name":"National Technical University of Athens","ror":"https://ror.org/03cx6bg69","country_code":"GR","type":"education","lineage":["https://openalex.org/I174458059"]},{"id":"https://openalex.org/I4210144519","display_name":"Institute of Communication and Computer Systems","ror":"https://ror.org/0483fn738","country_code":"GR","type":"nonprofit","lineage":["https://openalex.org/I4210144519"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Gregoris Mentzas","raw_affiliation_strings":["Information Management Unit, Institute of Communication and Computer Systems (ICCS), National Technical University of Athens (NTUA), Athens, Greece","Institute of Communication and Computer Systems (ICCS), Patission 42, 10682 Athens, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Information Management Unit, Institute of Communication and Computer Systems (ICCS), National Technical University of Athens (NTUA), Athens, Greece","institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"]},{"raw_affiliation_string":"Institute of Communication and Computer Systems (ICCS), Patission 42, 10682 Athens, Greece","institution_ids":["https://openalex.org/I4210144519"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5059555452"],"corresponding_institution_ids":["https://openalex.org/I174458059","https://openalex.org/I4210144519"],"apc_list":null,"apc_paid":null,"fwci":0.3321,"has_fulltext":true,"cited_by_count":4,"citation_normalized_percentile":{"value":0.55737705,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":95,"max":98},"biblio":{"volume":"17","issue":"4","first_page":"1007","last_page":"1029"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9950000047683716,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9934999942779541,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.724746823310852},{"id":"https://openalex.org/keywords/analytics","display_name":"Analytics","score":0.7156590223312378},{"id":"https://openalex.org/keywords/leverage","display_name":"Leverage (statistics)","score":0.7115923762321472},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.6887636780738831},{"id":"https://openalex.org/keywords/measure","display_name":"Measure (data warehouse)","score":0.6324340105056763},{"id":"https://openalex.org/keywords/data-analysis","display_name":"Data analysis","score":0.5582423210144043},{"id":"https://openalex.org/keywords/data-quality","display_name":"Data quality","score":0.5450449585914612},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.49275949597358704},{"id":"https://openalex.org/keywords/categorization","display_name":"Categorization","score":0.4781028628349304},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4434427320957184},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.4392838478088379},{"id":"https://openalex.org/keywords/data-collection","display_name":"Data collection","score":0.4211388826370239},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.4129982590675354},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.09243682026863098},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.08513477444648743},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.07744801044464111},{"id":"https://openalex.org/keywords/statistics","display_name":"Statistics","score":0.07497048377990723}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.724746823310852},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.7156590223312378},{"id":"https://openalex.org/C153083717","wikidata":"https://www.wikidata.org/wiki/Q6535263","display_name":"Leverage (statistics)","level":2,"score":0.7115923762321472},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.6887636780738831},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.6324340105056763},{"id":"https://openalex.org/C175801342","wikidata":"https://www.wikidata.org/wiki/Q1988917","display_name":"Data analysis","level":2,"score":0.5582423210144043},{"id":"https://openalex.org/C24756922","wikidata":"https://www.wikidata.org/wiki/Q1757694","display_name":"Data quality","level":3,"score":0.5450449585914612},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.49275949597358704},{"id":"https://openalex.org/C94124525","wikidata":"https://www.wikidata.org/wiki/Q912550","display_name":"Categorization","level":2,"score":0.4781028628349304},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4434427320957184},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4392838478088379},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.4211388826370239},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.4129982590675354},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.09243682026863098},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.08513477444648743},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.07744801044464111},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.07497048377990723},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.3233/idt-230363","is_oa":true,"landing_page_url":"https://doi.org/10.3233/idt-230363","pdf_url":"https://content.iospress.com:443/download/intelligent-decision-technologies/idt230363?id=intelligent-decision-technologies%2Fidt230363","source":{"id":"https://openalex.org/S119727669","display_name":"Intelligent Decision Technologies","issn_l":"1872-4981","issn":["1872-4981","1875-8843"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310318577","host_organization_name":"IOS Press","host_organization_lineage":["https://openalex.org/P4310318577"],"host_organization_lineage_names":["IOS Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Intelligent Decision Technologies","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.3233/idt-230363","is_oa":true,"landing_page_url":"https://doi.org/10.3233/idt-230363","pdf_url":"https://content.iospress.com:443/download/intelligent-decision-technologies/idt230363?id=intelligent-decision-technologies%2Fidt230363","source":{"id":"https://openalex.org/S119727669","display_name":"Intelligent Decision Technologies","issn_l":"1872-4981","issn":["1872-4981","1875-8843"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310318577","host_organization_name":"IOS Press","host_organization_lineage":["https://openalex.org/P4310318577"],"host_organization_lineage_names":["IOS Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Intelligent Decision Technologies","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.6399999856948853,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[{"id":"https://openalex.org/G434337789","display_name":null,"funder_award_id":"HORIZON2020","funder_id":"https://openalex.org/F4320320300","funder_display_name":"European Commission"},{"id":"https://openalex.org/G8135541889","display_name":"A Platform for Monitoring and Prediction of Social Impact and Acceptability of Modern Border Control Technology","funder_award_id":"883075","funder_id":"https://openalex.org/F4320320300","funder_display_name":"European Commission"}],"funders":[{"id":"https://openalex.org/F4320320300","display_name":"European Commission","ror":"https://ror.org/00k4n6c32"}],"has_content":{"grobid_xml":false,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4387614097.pdf"},"referenced_works_count":81,"referenced_works":["https://openalex.org/W4952878","https://openalex.org/W1689771227","https://openalex.org/W1971051581","https://openalex.org/W1979307993","https://openalex.org/W1983989471","https://openalex.org/W1992777957","https://openalex.org/W1993879187","https://openalex.org/W1997676301","https://openalex.org/W2024126006","https://openalex.org/W2028809046","https://openalex.org/W2036179358","https://openalex.org/W2044905471","https://openalex.org/W2052336411","https://openalex.org/W2055192033","https://openalex.org/W2075902832","https://openalex.org/W2080257533","https://openalex.org/W2081801689","https://openalex.org/W2112215111","https://openalex.org/W2130324521","https://openalex.org/W2159426623","https://openalex.org/W2175227141","https://openalex.org/W2194980806","https://openalex.org/W2207596617","https://openalex.org/W2215376118","https://openalex.org/W2250533720","https://openalex.org/W2316110746","https://openalex.org/W2520828129","https://openalex.org/W2552837632","https://openalex.org/W2589749558","https://openalex.org/W2596627412","https://openalex.org/W2597616796","https://openalex.org/W2597696183","https://openalex.org/W2602226862","https://openalex.org/W2728975105","https://openalex.org/W2729730481","https://openalex.org/W2741972504","https://openalex.org/W2752429708","https://openalex.org/W2783089512","https://openalex.org/W2787585271","https://openalex.org/W2792665168","https://openalex.org/W2800664872","https://openalex.org/W2801940918","https://openalex.org/W2805576333","https://openalex.org/W2805988302","https://openalex.org/W2807892952","https://openalex.org/W2810316458","https://openalex.org/W2891388289","https://openalex.org/W2900116748","https://openalex.org/W2902512377","https://openalex.org/W2904181822","https://openalex.org/W2909667108","https://openalex.org/W2932145351","https://openalex.org/W2934302500","https://openalex.org/W2935765410","https://openalex.org/W2960598677","https://openalex.org/W2966802772","https://openalex.org/W2971886352","https://openalex.org/W2982498370","https://openalex.org/W2982565920","https://openalex.org/W2985202705","https://openalex.org/W2986885754","https://openalex.org/W2990769969","https://openalex.org/W2997531252","https://openalex.org/W2998952036","https://openalex.org/W3014469142","https://openalex.org/W3033391460","https://openalex.org/W3042422514","https://openalex.org/W3095191292","https://openalex.org/W3118136098","https://openalex.org/W3123273890","https://openalex.org/W3125505924","https://openalex.org/W3159617551","https://openalex.org/W4406406874","https://openalex.org/W6637362001","https://openalex.org/W6643042719","https://openalex.org/W6729269041","https://openalex.org/W6735092546","https://openalex.org/W6757148112","https://openalex.org/W6761875673","https://openalex.org/W6769397369","https://openalex.org/W6770189939"],"related_works":["https://openalex.org/W4226266853","https://openalex.org/W4210252074","https://openalex.org/W3092201768","https://openalex.org/W2796632413","https://openalex.org/W2740083192","https://openalex.org/W4382315681","https://openalex.org/W2794907032","https://openalex.org/W4255802207","https://openalex.org/W3123352720","https://openalex.org/W2462007151"],"abstract_inverted_index":{"The":[0,59,131],"volume":[1],"of":[2,10,61,100,118,137],"user":[3],"generated":[4],"content":[5],"(UGC)":[6],"regarding":[7,156],"the":[8,69,86,116,120,124,138,148,165,172],"quality":[9,31,54,79,108,192],"provided":[11],"services":[12],"has":[13],"increased":[14],"exponentially.":[15],"Meanwhile,":[16],"research":[17,177],"on":[18,43,115,187],"how":[19],"to":[20,27,51,65,76,105,180,195],"leverage":[21],"this":[22,62],"data":[23,50,151,159],"using":[24,48],"data-driven":[25],"methods":[26,141,157],"systematically":[28],"measure":[29,52,77,106],"service":[30,53,78,107,145,191],"is":[32,55,64],"rather":[33],"limited.":[34],"Several":[35],"works":[36],"have":[37],"employed":[38],"Data":[39,73,101,139],"Analytics":[40,74,102,140],"(DA)":[41,103],"techniques":[42,75,104,126],"UGC":[44],"and":[45,57,88,123,153,158,174,183],"shown":[46],"that":[47],"such":[49],"promising":[56],"efficient.":[58],"purpose":[60],"study":[63,93,132],"provide":[66,181],"insights":[67,155],"into":[68],"studies":[70],"which":[71],"use":[72],"in":[80,85,109,128,143,171],"different":[81],"sectors,":[82],"identify":[83],"gaps":[84,170],"literature":[87,97,173],"propose":[89],"future":[90,176],"directions.":[91],"This":[92,112],"performs":[94],"a":[95,134],"systematic":[96],"review":[98],"(SLR)":[99],"various":[110],"sectors.":[111],"paper":[113,166],"focuses":[114],"type":[117],"data,":[119],"approaches":[121],"used,":[122],"evaluation":[125],"found":[127],"these":[129],"studies.":[130],"derives":[133],"new":[135],"categorization":[136],"used":[142,150,161],"measuring":[144],"quality,":[146],"distinguishes":[147],"most":[149],"sources":[152,160],"provides":[154],"per":[162],"industry.":[163],"Finally,":[164],"concludes":[167],"by":[168],"identifying":[169],"proposes":[175],"directions":[178],"aiming":[179],"practitioners":[182],"academia":[184],"with":[185],"guidance":[186],"implementing":[188],"DA":[189],"for":[190],"assessment,":[193],"complementary":[194],"traditional":[196],"survey-based":[197],"methods.":[198]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":2}],"updated_date":"2026-08-04T08:18:43.703281","created_date":"2025-10-10T00:00:00"}
