aspg-21-1699-1791472296 20261008151136 American Scientific Publishing Group admin@americaspg.com American Scientific Publishing Group International Journal of Neutrosophic Science IJNS 2692-6148 2690-6805 2023 20 4 Julio Oncebay-López National University of San Marcos, Lima Peru Javier Gamboa-Cruzado National University of San Marcos, Lima Peru Augusto Hidalgo Sánchez National University of San Marcos, Lima Peru Violeta Benites Tirado Universidad Nacional de Trujillo, Trujillo Perú 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 138 151 1699 https://creativecommons.org/licenses/by/4.0/ 10.54216/IJNS.200411 https://www.americaspg.com/journal/21/article/1699 https://www.americaspg.com/storage/51686137531.pdf