Internal Costumer Satisfaction: Turkish Air Traffic Control Services
- 1 Air Traffic Control Department, Anadolu University, Eskisehir, Turkey
- 2 Air Traffic Control Department, Anadolu University, Eskisehir, Turkey
- 3 Air Traffic Control Department, Anadolu University, Eskisehir, Turkey
Abstract
This study traces to determine the internal customers in air traffic control ser vices by using INTQUAL Scale I. In this study, the research method of anoth er 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.
- Degermen, A. (2006) Hizmet Urünlerinde Kalite, Müsteri Tatmini ve Sadakati (Hizmet Kalitesi ile Müsteri Sadakatinin Saglanmasi ve GSM Sektoründe Bir Uygulama). Türkmen Kitabevi, Istanbul.
- Cati, K., Kocoglu, C.M. and Gelibolu, L. (2010) Müsteri Beklentileri ile Müsteri Sadakati Arasindaki iliski: Bes Yildizli Bir Otel Ornegi. Cukurova Universitesi Sosyal Bilimler Enstitüsü Dergisi, 19-1, 429-446.
- Belet, A. (2007) Müsteri Kazanma Teknikleri. Akis Kitap, Istanbul.
- Eroglu, E. (2005) Müsteri Memnuniyeti Olcüm Modeli. I.U. Isletme Fakültesi Isletme Dergisi, 34-1, 7-25.
- Dokmen, T. (2003) Havayolu isletmelerinde müsteri tatmini ve is goren müsteri karsilasmalarinin müsteri tatmini üzerindeki etkisi. PhD Dissertation, Anadolu University, Eskisehir, 48-63.
- Cinar, E. (2010) Hava Trafik Hizmetlerinde Algilanan Hizmet Kalitesi. PhD Dissertation, Anadolu University, Eskisehir, 32-33.
- SAA (2003-2012) General Traffic Statistics of Aircraft, Passenger and Load in Turkey. http://www.dhmi.gov.tr/getBinaryFile.aspx?Type=14&dosyaID=1049
- Ministry of Transport (2007) Hava Trafik Kontrol Hizmetleri Personeli Lisans ve Derecelendirme Yonetmeligi.
- Pekmezci, T., Demireli, C. and Batman, G. (2008) Ic Müsteri Memnuniyeti: Konya Un Fabrikalarinda Bir Uygulama. Dumlupinar Universitesi Sosyal Bilimler Dergisi, 22, 143-156.
- ICAO (2001) Annex 11—Air Traffic Services. ICAO Publications, Montreal.
- Caruana, A. and Pitt, L. (1997) INTQUAL—An Internal Measure of Service Quality and the Link between Service Quality and Business Performance. European Journal of Marketing, 31, 604-616. https://doi.org/10.1108/03090569710176600
- SAA. (2013) AI—ENR. Ankara, 2.1-1.