ATC-PSQUAL scale: A proposal to measure perceived quality of the Air Traffic Control Service

Résumé 0

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.