Passenger Satisfaction and Airport Service Quality: A Systematic Literature Review of Statistical Models and Analytical Methodology with Focus on Indian Airports
Abstract: Airport service quality (ASQ) is a multi-dimensional construct that directly shapes passenger satisfaction, loyalty, and behavioural intentions across the global aviation network. This study offers a deep systematic literature review of passenger satisfaction-based ASQ research, drawing from a Scopus-based corpus of 303 peer-reviewed documents (1976?2024) and supplemented by grey literature including ACI ASQ Programme reports, DGCA statistics, and industry benchmarking studies. The review is structured around eight thematic clusters: (i) the conceptual evolution of ASQ; (ii) service domain frameworks and key performance indicators (KPIs); (iii) passenger profiling and heterogeneity; (iv) survey methodology and data collection design; (v) social media and online review analytics; (vi) airline?airport interface dynamics; (vii) statistical models and analytical methodologies - including SERVQUAL, SERVPERF, structural equation modelling (SEM), importance-performance analysis (IPA), data envelopment analysis (DEA), fuzzy logic, artificial neural networks (ANN), Kano model, and hybrid approaches; and (viii) weight determination techniques - AHP, BWS, conjoint analysis, and regression-derived methods. A dedicated thematic analysis of Indian airport ASQ research reveals a growing but fragmented body of work concentrated on four major international airports - Delhi IGI, Mumbai CSIA, Bengaluru KIAL, and Hyderabad RGIA - using predominantly SERVQUAL-adapted instruments and SEM. Critical research gaps are identified: the absence of longitudinal multi-airport panel studies, under-utilisation of best-worst scaling and conjoint analysis for weight determination, limited integration of objective operational data, and the near-total absence of arriving-passenger and transit-passenger ASQ research. The paper concludes with a proposed integrated methodological framework tailored to the Indian aviation context, combining ACI ASQ benchmarking, BWS-derived weights, objective operational KPIs, and calibrated social media monitoring to support evidence-based ASQ management across India's rapidly expanding aviation network.
Keywords: Airport Service Quality, Passenger Satisfaction, Service Domains, KPIs, Passenger Profiling, Survey Methodology, Social-Media, Airline-Airport Interface, Statistical Models
How to Cite?: Dileep Dixit, Dr. Sanjay Gupta, "Passenger Satisfaction and Airport Service Quality: A Systematic Literature Review of Statistical Models and Analytical Methodology with Focus on Indian Airports", Volume 15 Issue 7, July 2026, International Journal of Science and Research (IJSR), Pages: 420-439, https://www.ijsr.net/getabstract.php?paperid=SR26705144238, DOI: https://dx.doi.org/10.21275/SR26705144238