Air traffic control service quality in the United States and Canada: A comparative analysis using the SERVQUAL model

This exploratory study utilized the quantitative method to examine and compare the quality of air traffic control services provided to pilots by their respective air traffic control provider in both Canada and the United States. The researcher used a modified SERVQUAL survey instrument to elicit information from 285 online participants comparing Canadian and U.S. pilots' expectation, perception, and overall satisfaction scores using hypotheses which proposed Canadian pilots would achieve higher expectation, perception and overall satisfaction scores. The results of independent samples t-tests offered sufficient evidence to conclude there was no significant difference between the expectation scores of the two pilot groups and U.S. pilots had significantly higher perception and overall satisfaction scores.; Further tests served to determine the appropriateness of the SERVQUAL model and instrument in the measurement of air traffic control service quality. Results of the principal component analysis indicated items did not form factors cleanly as the authors of the original SERVQUAL model assert suggesting the sub-scales did not measure what they intended. However, Cronbach's coefficient alpha value indicated the SERVQUAL model and instrument was an internally consistent measure of air traffic control service quality.; Finally, areas of possible air traffic control service quality deficits identified by descriptive analysis provided information which may prove useful to officials in both Canada and U.S. for improvement of their respective systems. With regard to the five SERVQUAL dimensions, these findings suggest the reliability dimension had the greatest service quality deficits for Canadian pilots, and that the assurance dimension had the least service quality deficits. In contrast, findings for U.S. pilots suggest the responsiveness dimension had the greatest service quality deficits, and the assurance dimension had the least service quality deficits. Air traffic control officials in both countries should consider these findings when attempting to most efficiently utilize limited funds.