Havalimanı çalışanları üzerinde özel güvenlik hizmet kalitesi algısının ölçülmesi
Küçük Resim Yok
Tarih
2019
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Beykent Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Hizmetin soyut bir kavram olması nedeniyle hizmet kalite düzeyinin ölçülmesi fiziksel ürünlerin kalite düzeyinin ölçülmesine göre daha zordur. Bu çalışmanın amacı; Türkiye'de bulunan havalimanı çalışanları üzerinde havalimanında sunulan özel güvenlik hizmet kalitesi algı düzeyinin ölçülmesidir. Çalışmanın birinci bölümü, özel güvenlik kavramına ayrılmış ve özel güvenlik teşkilat yapısı açıklanmıştır. Çalışmanın ikinci bölümünde ise hizmet kalitesi ile ilgili kavramlar yer almaktadır. Çalışmanın üçüncü kısmında ise iç müşteri olarak değerlendirilebilecek Türkiye genelinde bulunan havalimanlarında çalışan 508 personele yapılan anket verilerinin ve bu anketlerden elde edilen bulguların sunulduğu araştırma yer almaktadır. Anketlerin güvenirliği SPSS programıyla kontrol edilmiş olup, faktör analizi, geçerlilik analizi, T testi, korelasyon analizi ve farklılık analizi yöntemleri ile incelenmiştir. Elde edilen sonuçlara göre, sunulan özel güvenlik hizmetine dair kalite algısının gerek davranışsal gerekse fiziksel boyutlarıyla katılımcılar açısından olumlu olduğu ve katılımcıların sunulan güvenlik hizmetinden memnun oldukları tespit edilmiştir.
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.
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.
Açıklama
Anahtar Kelimeler
İşletme, Business Administration
