| Summary: | 碩士 === 國立屏東科技大學 === 企業管理系所 === 100 === Flight safety and air traffic control service quality are inseparable. The good service quality can enhance flight safety, country image, and competitiveness of nations. Thus, it is critical to understand the performance of air traffic control service quality in Taiwan. In addition, exploring the determinants of air traffic control service quality and its relationship with air traffic control satisfaction is also worth for investigation. However, limit research has been conducted to explore air traffic control service quality of Taiwan. In order to close this research gap, this study developed a measurement of air control service quality based on the five dimensions of SERVQUAL with modification according to the characteristics of air traffic control. A survey was conducted to investigate the expected and perceived service quality of pilots and controllers in both civil and military units within Taipei Flight Information Region. The difference of service quality evaluation between duties (pilots versus controllers) and units (civil versus military) were compared. The relationship between service quality dimensions and air traffic control service quality was also analyzed. This study find: (1) “Assurance” performs best among service quality dimensions; (2) “Tangible” is most highly expected among service quality dimensions; (3) The performance of service quality is lower than expectation for all five dimensions; (4) The controllers have higher expectation of service quality than pilots; (5) Military personnel reveals higher evaluation and civil personnel shows higher expectations of service quality; (6) The determinants of air traffic control satisfaction are “Reliability”, “Assurance,” and “Empathy.” The findings of the study provide valuable insight for governments when formulating the management systems of air traffic control.
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