Perceived service quality of air traffic control services

Numerous academic and industrial studies have been done and different approaches have been developed for the current air transportation system of which traffic increases rapidly. Congestions due to capacity limitations are among the most basic problems in this system.Air traffic control services require communication between pilots and air traffic controllers at every stage of flight. Therefore, inclusion of pilots and airlines in the decision making process during the solution of air traffic control system problems can increase customer satisfaction.This study aims to determine perceived service quality of pilots in the process of receiving air traffic control services. First, using semi-structured interview technique with air traffic controllers and pilots, problems are detected and classified and then survey forms are prepared accordingly. A scanning model is used in this study. Answers to the questions are compared using one-way ANOVA test and checked for whether any difference exists among them or not. In general, training-based problems are detected among air traffic controllers in Turkey and the problems related to airspace technical equipment are found to be slightly over the average. Although shortcomings regarding technical equipment can be solved in short-term, problems regarding controller training can be solved in long-term.