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.
Highlights
The difference and variety in the literature causes confusion between the meaning of costumer and consumer
While providing air traffic control services, sectors or units can be activated depending on the density
In aerodromes which are not very crowded, air traffic control service is given by maximum two controllers working in a tower near the aerodrome
Summary
The difference and variety in the literature causes confusion between the meaning of costumer and consumer. Consumer is “a person, an institution or an organization who has requirement that needs to be satisfied, has money to spend and has claim to spend this money for commercial or personal purpose”. Costumer is “in addition to the consumerist feature, with the difference of consumer, the people who are used to buy in specific places” or “a person, an institution or an organization who buys specific brand goods of specific enterprises for commercial or personal purpose”. Being a customer has these features; opting to buy specific goods and services orderly, having consumption habit frequently
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