International Journal of Neutrosophic Science IJNS 2690-6805 2692-6148 10.54216/IJNS https://www.americaspg.com/journals/show/1699 2020 2020 National University of San Marcos, Lima Peru Julio Oncebay-Là Oncebay-López National University of San Marcos, Lima Peru Javier Gamboa Gamboa-Cruzado National University of San Marcos, Lima Peru Augusto Hidalgo Sà Sánchez Universidad Nacional de Trujillo, Trujillo Perú Violeta Benites Tirado 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. 2023 2023 138 151 10.54216/IJNS.200411 https://www.americaspg.com/articleinfo/21/show/1699