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Evaluation of Service Quality in Passenger Transport with a Focus on Liner Maritime Passenger Transport—A Systematic Review

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
2008Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study772 cited
2013Perceived service quality in bus transit service: A structural equation approach479 cited
2018Evaluating passenger satisfaction index based on PLS-SEM model: Evidence from Chinese public transport service245 cited
2018Determinants of loyalty to public transit: A model integrating Satisfaction-Loyalty Theory and Expectation-Confirmation Theory202 cited
2014Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan184 cited
2005Measuring service quality in b2b services: an evaluation of the SERVQUAL scalevis‐à‐visthe INDSERV scale183 cited
2017A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement178 cited
2013A hierarchical model of service quality in the airline industry159 cited
2016The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners' needs143 cited
2015Transit service quality analysis using cluster analysis and decision trees: a step forward to personalized marketing in public transportation142 cited
2016Exploring different nationality perceptions of airport service quality107 cited
2009Public transport service quality and sustainable development: a community stakeholder perspective

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