TITLE:
Internal Costumer Satisfaction: Turkish Air Traffic Control Services
AUTHORS:
Ertan Çinar, Ahmet Veral, Soner Demirel
KEYWORDS:
Air Traffic Control Services, Internal Customer Satisfaction, INTQUAL
JOURNAL NAME:
Theoretical Economics Letters,
Vol.7 No.3,
April
6,
2017
ABSTRACT: This study traces to determine the internal
customers in air traffic control services by using
INTQUAL Scale I. In this study, the research method of another study was
adapted to the new sector. New questionnaire statements were added. Hence, the
dimensions of INTQUAL were changed. Air traffic control system works as a
service manufacture system. In this regard, a questionnaire was prepared and
applied to the air traffic controllers that work in the 3 international
airports in Turkey. Some air traffic controllers that work in same operation
feels less satisfied than the others. Also, there is same conclusion in
different air traffic control units, too. In previous years, there is no study
about air traffic controllers as this study. It is necessary to make the study
like that for both providing improvement about the salary regulations and controllers’
work conditions.