A LITERATURE REVIEW OF STUDIES ANALYSING AIR TRANSPORT SERVICE QUALITY FROM THE PASSENGERS’ POINT OF VIEW

Abstract

Evaluating air transport service quality is fundamental to ensure acceptable quality standards for users and improve the services offered to passengers and tourists. In the transportation literature there is a wide range of studies about the evaluation of public transport service quality based on passengers’ perceptions; however, more recently, the evaluation of air transport service quality is becoming a relevant issue. Evaluating service quality in air transport sector represents a more stimulating chal-lenge, given the complexity of air transport system in re-gards to the other systems; in fact, air transport service is characterised by a great variety of service aspects relat-ing to services offered by the airlines and provided by the companies managing airports. The complexity of such a service requires a deep investigation on the methods adopted for collecting and analysing the data regarding passengers’ perceptions. We propose this paper just for treating these interesting aspects and to provide an ex-haustive literature review of the studies analysing service quality from the passengers’ point of view, where the opinions of the passengers are collected by the Customer Satisfaction Surveys (CSS). We decided to select papers published within the last decade (2010–2020) in journals indexed in important databases such as Scopus and WoS.