A review of air transport service quality studies:current status and future research agenda  

作　　者：Yahua Zhang Seung-Yong Lee Yue Gu 

机构地区：[1]UniSA Aviation,STEM unit,University of South Australia,Adelaide,SA,Australia [2]School of Engineering and Technology,Central Queensland University,Cairns,QLD,Australia

出　　处：《Journal of the Air Transport Research Society》2023年第1期9-21,共13页航空交通(英文)

摘　　要：Air transport service quality has been a popular research topic in the last decade.A systematic literature review on this topic was conducted on the articles published in quality transport,tourism,and consumer service journals.We present the statistics on study locations,leading authors and affiliations,citations,and research frameworks and data collection methods.We show that there is an increasing use of online survey tools for data collection.Most of the articles have explicitly or implicitly used the SERVQUAL model or its variations such as AIRQUAL to examine the air transport service attributes.Several research areas are identified to bring the SERVQUAL model and theair transport service quality research up to date:the digital and technology-enabled service dimensions,the privacy and cybersecurity consideration,the corporate social responsibility dimension,and the hygiene requirement.We also call for in-depth studies into some individual service dimensions such as services for special needs passengers.

关 键 词：Air transport Service quality Literature review AIRPORT AIRLINE SERVQUAL 

分 类 号：TP3[自动化与计算机技术—计算机科学与技术]