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

Jelena Žanić Mikuličić (), Ines Kolanović, Alen Jugović and Dalibor Brnos
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Jelena Žanić Mikuličić: Faculty of Maritime Studies, University of Split, 21 000 Split, Croatia
Ines Kolanović: Faculty of Maritime Studies, University of Rijeka, 51 000 Rijeka, Croatia
Alen Jugović: Faculty of Maritime Studies, University of Rijeka, 51 000 Rijeka, Croatia
Dalibor Brnos: Port Authority Pula, Kandlerova 42, 52 000 Pula, Croatia

Sustainability, 2024, vol. 16, issue 3, 1-15

Abstract: Every mode of passenger transport plays an important, strategic role in the lives of a country’s people, its economy, its global business, and its tourism. In today’s competitive world, passenger transport relies heavily on its performance, which in turn is determined by service quality provided to customers. The evaluation of service quality in passenger transport is crucial to ensure acceptable quality standards for users and to improve the services offered to passengers and travelers. The aim of this paper is to provide an overview of the methods used to evaluate service quality in passenger transport in the Web of Science (WoS) Core Collection, with a particular focus on liner maritime passenger transport. The results show that a combination of qualitative and quantitative methods is most frequently used in the selected articles. However, the number of scientific articles dealing with this topic has increased in recent years. This shows the growing interest in analyzing service quality for a particular mode of transport. The majority of articles are assigned to the areas of Transportation, Business and Economics, Science and Technology, Environmental Sciences, etc. Future research should focus on evaluating service quality through the impact of new technologies such as artificial intelligence, including relevant factors, on service quality in passenger transport.

Keywords: service quality evaluation; passenger transport; liner maritime passenger transport; Web of Science; systematic review (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
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