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Gaps, Trends and Challenges in Assessing Quality of Service at Airport Terminals: A Systematic Review and Bibliometric Analysis

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  • Phelipe Medeiros da Rocha

    (Programa de Pós-Graduação em Engenharia de Produção, TPP, Universidade Federal Fluminense, São Domingos, Niterói 24210-240, RJ, Brazil)

  • Helder Gomes Costa

    (Programa de Pós-Graduação em Engenharia de Produção, TPP, Universidade Federal Fluminense, São Domingos, Niterói 24210-240, RJ, Brazil)

  • Glauco Barbosa da Silva

    (Programa de Pós-Graduação em Engenharia de Produção, TPP, Universidade Federal Fluminense, São Domingos, Niterói 24210-240, RJ, Brazil)

Abstract

This study investigates the main aspects of the quality of service (QoS) assessment process at airport passenger terminals to find gaps, highlight trends, and discuss current day challenges. A systematic literature review (SLR) was conducted in Scopus and ISI Web of Science databases. Excluding redundancies, the searches resulted in an initial set of 565 articles. After preliminary steps, 61 of these studies were selected for in depth analysis. The research findings and discussions are organized into subsections focused on: (1) places of application (countries/regions); (2) airport areas; (3) evaluators profile; (4) methods; and (5) evaluation criteria. The main gaps revealed are the lack of: (a) applied studies in underdeveloped or developing countries; (b) specific studies for important airport areas, such as those related to access; (c) studies using assessments from arriving and transfer passengers, as well as from travel professionals and experts; and (d) full noncompensatory multicriteria sorting methods. In terms of trends, there is a clear advance in the use of data mining and sentiment analysis, evidencing the challenge for airport managers in dealing with the sources of online information as a management tool. Finally, the challenge of including in assessment process new criteria related to sustainability and COVID-19 era aspects is also noteworthy.

Suggested Citation

  • Phelipe Medeiros da Rocha & Helder Gomes Costa & Glauco Barbosa da Silva, 2022. "Gaps, Trends and Challenges in Assessing Quality of Service at Airport Terminals: A Systematic Review and Bibliometric Analysis," Sustainability, MDPI, vol. 14(7), pages 1-17, March.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:7:p:3796-:d:777802
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    References listed on IDEAS

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    Cited by:

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    2. Ricardo Jorge Raimundo & Maria Emilia Baltazar & Sandra P. Cruz, 2023. "Sustainability in the Airports Ecosystem: A Literature Review," Sustainability, MDPI, vol. 15(16), pages 1-18, August.
    3. Oliveira, Alessandro V.M. & Oliveira, Bruno F. & Vassallo, Moisés D., 2023. "Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys," Research in Transportation Economics, Elsevier, vol. 102(C).
    4. Bakır, Mahmut & Özdemir, Emircan & Akan, Şahap & Atalık, Özlem, 2022. "A bibliometric analysis of airport service quality," Journal of Air Transport Management, Elsevier, vol. 104(C).

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