Air Transport Service Quality Factors: A Systematic Literature Review

Evaluating airport and airline services levels of quality can help to improve the services provided to passengers and tourists, and give them better travel choices. Transportation literature is rich of studies concerning the evaluation of public transport service quality, especially regarding road and rail services; however, in the last decades, also in the field of air transport, the measurement of service quality is becoming a relevant issue. Service quality evaluation in air transport sector seems to be more difficult as regards the other public transport modes. As an example, a relevant first issue concerns the diversity of the services offered by the airlines and the services provided by the companies managing the airports. In order to investigate on the measurement of air transport service quality, we propose this paper for treating some interesting aspects concerning this issue by exploring the literature review of the studies analyzing service quality from the passengers' point of view, where their opinions are collected by the well-known Customer Satisfaction Surveys (CSS). To provide convenient information of a certain level of quality, we selected papers published within the last decade (2008-2018) on journals indexed on the best database (e.g. Scopus, Web of Science).