Identifying the contribution of communication and trust in aviation maintenance occurrences: A content analysis methodology

• Research method that can interrogate aviation safety reports in relation to trust and communication factors. • Method based on content analysis technique that can be employed both qualitatively and quantitatively. • Methodological approach transferable to transportation sector broadly and to high reliability industries. As communication and trust are both linked with safety, this paper aims to investigate their contribution to aviation maintenance incidents and accidents. For this purpose, the content analysis method is used to investigate whether trust and communication factors were present in aviation maintenance occurrences. Content analysis is used as a qualitative and quantitative tool. For the data analysis, apart from direct investigation for keywords throughout the material for analysis (aviation accident/incident reports with maintenance involvement), a survey tool was also employed. The items of this survey tool (Communication and Trust Question Set) were used to filter the reports’ text to indirectly identify the two factors under examination (communication and trust). As a qualitative tool, the content analysis yielded results via mapping and narrative techniques. As a quantitative tool, results were obtained and reported with the help of descriptive statistics (counts, frequencies). The results indicated that elements of trust and communication are indirectly detectable in aviation maintenance occurrences. Both ineffective communication and lack of trust were identified as a key accident/incident causal condition. Interpersonal trust is recommended to be included in the implementation requirements of any communication system. The limitations associated with the difference in the structure and consistency of the examined material are also discussed.