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Indonesia Air Traffic Services (ATS) Readiness and Strategic Plans for Taking Over Airspace and Improving the Service: Case Study: Airspace Sector A, B, and C.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Gadjah Mada University, Jogjakarta - Indonesia.
2013 (English)Independent thesis Advanced level (degree of Master (One Year)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Indonesia is trying to take over airspace Sector A, B, and C from Singapore and this desire has been going on for decades. To carry out these dreams, Indonesia was faced with a series of agreements with Singapore and Malaysia because both countries have interests in that airspace sector.

To take over that airspace, Indonesia must perform a series of efforts. One of the efforts is by improving Air Traffic Services (ATS) quality in Indonesia. In determining ATS service quality, pilot perceiving and expectation must be assessed. Pilot employed tangible and intangible cues to determine the quality.  The author determined forty items to describe pilot perception and expectation based on 10 (ten) criteria in evaluating service quality.  Moreover, total ATS quality which is including technical quality and functional quality dimensions are clearly presented.

Other factor influencing ATS quality is safety culture which is merged with ATS quality. Human factor as the main source in conducting service is described clearly in relation with ATS. Human factor become important because human and its environment can affect ATS performance. Six principles of service management are elaborated in ATS system to improve ATS quality. Combined with service and management theories to obtain the conclusion of Indonesia ATS quality and ATS readiness, this research discussed the Indonesia strategic plan to improve service quality. Then, Directorate General of Civil Aviation (DGCA) will work together with Indonesia ANSP and ATS Unit authority to manage ATS quality in Indonesia in order to taking over airspace Sector A, B, and C from Singapore.


Keywords:      DGCA, ATS, Airspace, Service quality, Safety culture, Human factor, Service management, Strategic plan.

Place, publisher, year, edition, pages
2013. , 96 p.
Keyword [en]
DGCA, ATS, Service Quality, Safety Culture, Human Factor, Service Management, Strategic Plan
National Category
Engineering and Technology
URN: urn:nbn:se:kau:diva-29490OAI: diva2:656224
Subject / course
Business Administration; Environmental Science
Educational program
Master Programme in Business Administration; Master of Science in Engineering, Degree Programme in Environmental and Energy Engineering (120 ECTS credits)
2013-09-09, Thesis Defense Room, Faculty of Engineering, Master Programme in Transport and System Engineering, Jl. Grafika No. 2, Kampus Universitas Gadjah Mada (UGM), Yogyakarta - Indonesia, 12:35 (English)
Transportation Research

This thesis is about how to manage and improve the Air Traffic Services in Indonesia based on management an business theories.

Available from: 2013-11-05 Created: 2013-10-15 Last updated: 2013-11-05Bibliographically approved

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Mangko, Ade Patra
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