S14 14. Controllers are trained to show that customers of the organization (pilots, airline companies) are important and valuable for the organization.

0.797

S11 11. We as the controllers believe that we try to provide the expected service of the customers (of pilots and of airline companies).

0.635

S16 16. The expectations of pilots and airline companies from the provided service correspond to the determined performance of the organization.

0.623

S17 17. My organization has positive ideas about the expectations of the customers (pilots, airline companies, aviation companies)

0.581

Service

quality

S13 13. Major priority for us while working is to perform the duty safely

0.762

S1 1. “Performing flawless service” is a focus objective in the organization I work.

0.687

S9 9. The aim of the trainings offered in the organization is to provide a flawless air traffic control service.

0.621

S4 4. Employees in the organization comprehend the importance of performing flawless service in a safe way.

0.582

S2 2. Managers in the organization believe that performing flawless service will increase productivity.

0.569

S7 7. “Performing flawless service” is among the missions of the organization.

0.503

Internal

customers

S10 10. There are teams responsible from the performing of flawless service in different units (tower, approach, area) in the organization.

0.874

S12 12. There is a regular communication between the controllers who provide the service and the unit that guarantees the performing of the service.

0.546