SECURITY SERVICE QUALITY AND SATISFACTION AT AIRPORTS IN KENYA

This data relates to international air traveller's perception of airport security measures and its relationship to intention to recommend and satisfaction. The questionnaire consisted of four parts. The first part covered general demographic information. The second part queried perceptions airport security checks, the third part comprised of a question regarding satisfaction and the fourth part a question regarding willingness to recommend the airport. A 5 point Likert-type scale in the range was 1 – not at all to 5- very large extent was deployed for the items assessing perceptions of airport security following the SERVPERF scale (Cronin & Taylor, 1992). A Likert-type scale of 1 to 10 was used to assess satisfaction. Intention to recommend was rated against a five point Likert scale of 1 – highly unlikely to 5 – very likely. Respondents were randomly selected departing international air travellers who had just completed the last airport security screening checkpoint and were located in the boarding gates of the airport. Screening questions checked that respondents were above 18 years and their comfort in taking a survey the English language. Participation was voluntary and no incentives were offered. Data was collected between 26 November and 31 December of 2020 at all times of airport activity. 460 air travellers were approached using the random number table. 429 responses were received, with 45 scripts removed due to incompleteness, leaving 384 completed scripts for analysis.