Resumo

DUQUE-OLIVA, Edison Jair  e  MERCADO-BARBOZA, Manuel. ATC-PSQUAL scale: A proposal to measure perceived quality of the Air Traffic Control Service. Innovar [online]. 2011, vol.21, n.41, pp.169-186. ISSN 0121-5051.

This paper describes the development of the construction of a 21-item instrument, called ATC-PSQUAL, to measure the perceived quality of the Air Traffic Control service (ATC-Air Traffic Control). It begins with the conceptualization and operationalization of the service quality, the conceptualization of the ATS service and the methodology used in the development of the research; continuing with the procedure used in the construction and refinement of a multi-item scale to measure the construct referenced. Subsequently, evidence of the reliability and construct validity of the proposed instrument, based on surveys applied to customers of the ATC service -aircrafts pilots- who have used, in the last three months, the service provided by La Unidad Administrativa Especial de Aeronautica Civil (the Colombian Civil aviation Authority) in the aerospace designated as Barranquilla FIR / UTA is presented. The paper concludes with the important contribution of the ATC-PSQUAL instrument for the improvement of ATC service, not only for civil aviation in Colombia but also globally, becoming a pioneering study in the aeronautical sector, based on the discipline of service marketing, leaving the proposal open for future studies on the subject.

Palavras-chave : Measuring the quality; service quality; perceived service quality; air traffic services; ATS; quality of air traffic control services; air traffic control service; ATC; quality of air traffic control; quality measurement for air traffic control; measureament of the quality of air traffic control service.

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