Measuring airport employees' service quality perceptions of private security

Being an abstract concept, measuring service quality level is more difficult compared to physical products' quality level. The aim of this study is to evaluate the perception of service quality provided by private security services at Turkey's airports. The first part of the study is devoted to the concept of private security and the explanation of its organizational structure. In the second part of the study, the concepts related to the quality of service are explained. In the third part of the study, the results which were conducted with 508 employees that are considered as internal customers working at different airports located in Turkey of survey are presented. The reliability of questionnaires was checked by SPSS program and analyzed by factor analysis, validity and reliability analysis, correlation analysis and variance analysis methods. According to the results, it was found that the perception of quality regarding the provided private security service was positive among the participants with both behavioral and physical dimensions, and that the participants were satisfied with the security service provided.