A Literature Review of Studies Analysing Air Transport Service Quality from the Passengers’ Point of View
نویسندگان
چکیده
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.
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ژورنال
عنوان ژورنال: Promet-traffic & Transportation
سال: 2022
ISSN: ['1848-4069', '0353-5320']
DOI: https://doi.org/10.7307/ptt.v34i2.4020