A Literature Review of Studies Analysing Air Transport Service Quality from the Passengers’ Point of View

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