Analisis Tren dan Pemetaan E-Servqual pada Property Technology Apps: Arah Penelitian dan Pembangunan Berkelanjutan

This study aims to analyze the development and mapping of E-Servqual dimensions in Property Technology (PropTech) applications, as well as their role in supporting sustainable development in the property sector. Using a Systematic Literature Review (SLR) and bibliometric analysis, this research identifies key trends in PropTech and digital service quality, focusing on digital real estate platforms such as property marketplaces and digital housing platforms. Out of 342 collected articles, 51 that met the inclusion criteria were further analyzed using the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) framework. The bibliometric analysis reveals four major research clusters: (1) Digital Transformation & Innovation in PropTech, (2) PropTech Business Models & Financialization in the Rental Sector, (3) Blockchain and AI for Property Management & Rental Sector Innovation, and (4) AI & Computer Vision in Real Estate: Decision Making & Price Estimation. Mapping across the E-Servqual dimensions shows that Reliability is the most dominant (26.8%), followed by Responsiveness (25.8%) and Efficiency (22.7%), reflecting a strong focus on system dependability, service speed, and operational efficiency. Over time, research trends have evolved from digitalization and data integrity toward intelligent technology integration and socio-industrial sustainability. The findings imply that future research should emphasize AI ethics, blockchain validation, and digital twin systems to enhance reliability; adaptive service design driven by user behavior analytics to improve responsiveness; and resource-efficient computing to strengthen efficiency. Additionally, the integration of privacy, fulfillment, and compensation through differential privacy, green digitalization, and smart contracts will be essential for building transparent and sustainable service ecosystems. This study also highlights PropTech’s contribution to the achievement of several Sustainable Development Goals (SDGs)notably SDG 9 (Industry, Innovation, and Infrastructure), SDG 11 (Sustainable Cities and Communities), and SDG 12 (Responsible Consumption and Production). Overall, the results provide conceptual insights and strategic directions for developing a PropTech ecosystem that is efficient, ethical, and sustainability driven.