Measuring customer satisfaction towards air traffic control service quality provided by Department of Civil Aviation, Kuching / Julie Francis Belen

This report presents the results of a study on customer satisfaction towards Air Traffic Control service quality provided by Department of Civil Aviation Kuching- The primary purpose of the study was to evaluate the customer satisfaction toward the quality of air traffic control services. The second objective of this study is to identify areas relating to service quality that are lacking and needs Improvement. The third objective is to identify ways to improve the current Air Traffic Control system to meet the customer satisfaction. The researcher used a modified SERVQUAL survey instrument to collect primary data from three organizations/aviation companies which are based in Kuching International Airport - Hornbill Skyways, Police Air Wing and Royal Malaysian Air Force. Data was analyzed through Statistical Package for Social Sciences (SPSS) software. Areas of possible deficiencies were identified by descriptive analysis —frequency distribution, cross tabulation and correlation analysis. The findings suggest that generally pilots are satisfied with the quality of Air Traffic Service in Kuching; the emphaty dimension have the greatest service quality deficits and assurance dimension has the least service quality deficits. Finally, based on the analysis and findings, recommendations were given to improve the Air Traffic Control service quality and customer satisfaction