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Assessing Air Traffic Control Service Quality in the United States and Canada: A Comparative Study Using the SERVQUAL Model

机译：评估美国和加拿大的空中交通管制服务质量：使用SERVQUAL模型的比较研究

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摘要

This quantitative study utilized SERVQUAL, a gap theory service quality measurement instrument, to compare the perceived quality of service provided to pilots by Nav Canada, a privatized air traffic control organization in Canada, to the perceived quality of service provided to pilots by the Air Traffic Organization, a nonprivatized air traffic control organization in the United States. This study addressed the gap in the literature regarding perceived quality of service provided by privatized and nonprivatized air traffic control organizations to their direct customers: pilots. The purpose of this study was to determine if a privatized air traffic control organization, such as Nav Canada, or a nonprivatized Air Traffic Organization provided better perceived service quality to pilots. The problem was U.S. government officials are poised to privatize the United States' air traffic control, yet data were lacking regarding which type of organization provides better service quality. There is potential for privatization to lessen the perceived service quality provided to U.S. pilots affecting the stakeholders of the entire U.S. national airspace system, the safety of those operating the system and the U.S. economy. This study was a non experimental, cross-sectional research design and used an Internet-based SERVQUAL survey, modified for the U.S. and Canadian air traffic control industry, to collect data on perceived service quality provided to pilots by their air traffic control. The population studied were certificated pilots from the United States and its territories, including Guam, Puerto Rico, and the U.S. Virgin Islands and Canada who used their respective air traffic control facility within the previous 12 months. The sample included 79 participants from Canada and 125 participants from the U.S. for a total of 204 pilot participants. Data were analyzed using Statistical Package for the Social Sciences (SPSS), Version 23, using independent sample t-tests. Data analysis revealed three major findings. There was not a statistically significant difference in the perceived quality of service provided to pilots by the Air Traffic Organization and the perceived quality of service provided to pilots by Nav Canada. According to the analysis of the SERVQUAL instrument data, the Air Traffic Organization provided better perceived service quality, indicated by a less negative service quality overall mean gap score. U.S. pilots were significantly more satisfied with service quality provided to them by the Air Traffic Organization than Canadian pilots were with the service quality provided to them by Nav Canada.
机译：这项定量研究使用了SERVQUAL（一种差距理论服务质量测量工具），将加拿大私有化的空中交通管制组织Nav Canada提供给飞行员的感知服务质量与Air Traffic提供给飞行员的感知服务质量进行了比较。组织，美国的非私有空中交通管制组织。这项研究解决了私有和非私有空中交通管制组织向其直接客户（飞行员）提供的感知服务质量方面的文献空白。这项研究的目的是确定私有航空交通管制组织（例如，加拿大海军）或非私有航空交通组织是否为飞行员提供了更好的感知服务质量。问题在于美国政府官员准备将美国空中交通管制私有化，但缺乏有关哪种类型的组织可以提供更好的服务质量的数据。私有化有可能降低提供给美国飞行员的感知服务质量，从而影响整个美国国家空域系统的利益相关方，运行该系统的人员的安全性以及美国经济。这项研究是一项非实验性的横断面研究设计，并使用了基于互联网的SERVQUAL调查，该调查针对美国和加拿大的空中交通管制行业进行了修改，以收集有关其空中交通管制提供给飞行员的感知服务质量的数据。研究的人群是来自美国及其领土（包括关岛，波多黎各，美属维尔京群岛和加拿大）的合格飞行员，他们在过去的12个月内使用了各自的空中交通管制设施。样本包括来自加拿大的79位参与者和来自美国的125位参与者，总共204位飞行员。使用独立样本t检验，使用社会科学统计软件包（SPSS），版本23分析数据。数据分析显示了三个主要发现。空中交通组织向飞行员提供的服务质量与加拿大海军（Nav Canada）提供给飞行员的服务质量在统计上没有显着差异。根据对SERVQUAL仪器数据的分析，空中交通组织提供了更好的感知服务质量，这是由较低的服务质量总体平均差距得分所表示的。美国飞行员对空中交通组织提供给他们的服务质量的满意度要比加拿大飞行员对加拿大海军所提供给他们的服务质量更为满意。

著录项

  • 作者

    Essner, Catherine A.;

  • 作者单位

    Capella University.;

  • 授予单位 Capella University.;
  • 学科 Transportation.;Commerce-Business.
  • 学位 D.B.A.
  • 年度 2018
  • 页码 258 p.
  • 总页数 258
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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