Determining the internal customer satisfaction in air traffic control services

Air travel is becoming more and more popular as a means of transport, as a result of which the volume of air traffic is ever increasing over time. The solution to the problem of increasing air traffic should be realistic, practical and tackle the root of the problem. Acquisition of more modern equipment and hiring more staff won't be enough to solve this problem alone. Internal customer satisfaction should be followed up with other actions. Air traffic controllers' satisfaction affects air traffic control service because controllers do their duty directly. The aim of this study is to make a research and determine internal customer satisfaction levels of air traffic controllers. For this purpose, INTQUAL scale which focuses internal actions was used. The study was conducted with air traffic controllers who work at three different internatinonal airport and found that controllers were dissatisfied in certain areas. After that factor analysis applied to the results and decreased to four dimensions.This study also contains suggestions for the problems.