Impact of Mobile Applications on Customer Service for the Tourism Sector: A Systematic Review and Neutrosophic Dematel

Julio Oncebay-López, Javier Gamboa-Cruzado, Augusto Hidalgo Sánchez, Violeta Benites Tirado

National University of San Marcos, Lima Peru

Emails: juliooncebaylopez@gmail.com; jgamboa65@hotmail.com;  ahidalgos@unmsm.edu.pe ; vbenites@unitru.edu.pe

Abstract

This study aims to systematically review mobile applications and their impact on customer service in the tourism sector from 2017 to 2021. For this, the use of the DEMATEL method in its neutrosophic variant is proposed. The search strategy identified 257,399 articles from digital libraries such as Scopus, IEEE Xplore, ACM Digital Library, Springer Link, Google Scholar, Microsoft Academic, EBSCOhost, ProQuest, ScienceDirect, and ARDI. Likewise, only 70 articles based on exclusion criteria were considered using the PRISMA Flowchart. The results of the systematic review have focused on recent studies of mobile applications and their impact on customer service in tourism and also provide a mapping of the extracted studies, metrics, trends, and validation methods to compare relevance to their settings and situations. The applicability and importance of multiple decision-making methods for solving complex problems were demonstrated. In addition, the effectiveness of using neutrosophy to reach valid conclusions when faced with real-life problems was manifested.

Keywords: Mobile applications; customer service; tourism; Neutrosophic Dematel