A Review on Passenger Satisfaction with Airport Service Quality

Abstract

Travellers' satisfaction with the services provided at airports serves as a reflection of the airport's competitiveness and corporate image. In this study, a comprehensive and analytical literature review is conducted, focusing on studies published since 2018, to identify and analyse the factors that have a positive influence on travellers' satisfaction. The research finds that there is a consistent set of airport services (typically 6-8 categories) that significantly influence on travellers’ satisfaction and positive reviews. It is evident that regardless of the diverse research methods utilized, the findings across various studies consistently highlight the positive influence of Airport Service Quality (ASQ) on travellers' satisfaction and the overall perception of the airport. Moreover, only a limited number of papers have employed sentimental analysis and Machine Learning techniques in the context of ASQ, indicating the need for the application of these techniques.