Office of Aerospace Medicine Technical Reports
FAA Office of Aerospace Medicine
Civil Aerospace Medical Institute
Report No: DOT/FAA/AM-87/4
Title and Subtitle: 1986 Survey of aviation business operators: Their views of FAA airworthiness inspectors.
Report Date: March 1987
Authors: Schroeder DJ, Collins WE, Dollar CS, Schaffer CW.
Abstract: A nationwide survey of 8,854 aviation business operators (users) was conducted to assess their perceptions of, and satisfaction with, the performance of the agency's avionic and maintenance airworthiness inspection (AWIs). Results are based on returns received from 45% of the overall sample. User ratings on 21 items were analyzed and comparisons were made for each FAA region, type of aviation business activity, and FAA district office within each region. A criterion based on other research concerning consumer satisfaction with services was used to identify positive aspects of AWI performance and areas of performance in need of improvement.
Overall satisfaction with AWI performance was fully acceptable and within the range of levels reported in the literature for higher ranking professional/technical services. Users felt very positively about AWI knowledge of FAA regulations and policies, AWI courtesy, and their thoroughness. Areas that could be targeted for improvement included: the consistency and clarity of the technical interpretations, the frequency of visits, and reliance on AWIs for counseling in either regulatory or technical areas.
Key Words: airworthiness, inspection, ranking, ratings, user needs, aeronautics, commerce, policies, tables (data), surveys, aircraft industry.
No. of Pages: 30
Civil Aerospace Medical Institute
Report No: DOT/FAA/AM-87/4
Title and Subtitle: 1986 Survey of aviation business operators: Their views of FAA airworthiness inspectors.
Report Date: March 1987
Authors: Schroeder DJ, Collins WE, Dollar CS, Schaffer CW.
Abstract: A nationwide survey of 8,854 aviation business operators (users) was conducted to assess their perceptions of, and satisfaction with, the performance of the agency's avionic and maintenance airworthiness inspection (AWIs). Results are based on returns received from 45% of the overall sample. User ratings on 21 items were analyzed and comparisons were made for each FAA region, type of aviation business activity, and FAA district office within each region. A criterion based on other research concerning consumer satisfaction with services was used to identify positive aspects of AWI performance and areas of performance in need of improvement.
Overall satisfaction with AWI performance was fully acceptable and within the range of levels reported in the literature for higher ranking professional/technical services. Users felt very positively about AWI knowledge of FAA regulations and policies, AWI courtesy, and their thoroughness. Areas that could be targeted for improvement included: the consistency and clarity of the technical interpretations, the frequency of visits, and reliance on AWIs for counseling in either regulatory or technical areas.
Key Words: airworthiness, inspection, ranking, ratings, user needs, aeronautics, commerce, policies, tables (data), surveys, aircraft industry.
No. of Pages: 30
Last updated: Friday, June 1, 2012