Air Traffic Control Service Quality Perceptions of Domestic Airline Pilots in Turkey

Abstract

Numerous academic and industrial studies have been conducted and different approaches have been developed for the current air transportation system with its rapidly increasing traffic volume. Congestion due to capacity limitations is 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, the inclusion of pilots and airlines in the decision-making process when addressing air traffic control system problems can increase customer satisfaction. This study aims to determine the perceived service quality of pilots in the process of receiving air traffic control services. A survey model is used in this study. First, using a semistructured interview technique with air traffic controllers and pilots, problems are detected and classified and then survey forms are prepared accordingly. A total of 116 questionnaires were studied and data from these questionnaires were tested through Microsoft Office Excel software. Answers to the questions are compared using a one-way analysis of variance test and checked to identify whether any differences exist among them. In general, training-based problems are detected among air traffic controllers, and the problems related to airspace technical equipment are found to be slightly above average. Although shortcomings regarding technical equipment can be solved in the short term, problems regarding controller training have to be solved in the long term.