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 |