THE STUDY AND DEVELOPMENT OF SECURITY GUARD SERVICE PROVIDER SELECTION CRITERIA BY APPLYING ANALYTICAL HIERARCHY PROCESS (AHP): A CASE STUDY OF A CONTAINER TERMINAL OPERATOR IN LEAM CHABANG PORT

Abstract

This research aims to 1) study the criteria for selecting security service providers from the perspectives of both the case study company and its security personnel, and 2) develop a set of selection criteria for future procurement of security services. The study utilized data from three sources: the company’s existing evaluation criteria, the results of a SERVQUAL-based questionnaire completed by security personnel, and a review of related literature. All data were then analyzed using the Analytic Hierarchy Process (AHP).

The results revealed six primary criteria influencing decision-making: Assurance, Price, Reliability, Tangibles, Empathy, and Responsiveness. Among these, Assurance ranked highest in importance (global weight: 0.4010), reflecting the critical role of legal compliance, valid licensing, and standardized management systems. This was followed by Price (0.2540) and Reliability (0.1530). Although Empathy and Responsiveness received lower weights, they still play a key role in ensuring quality and long-term sustainability of the service. The findings of this study can be practically applied to the procurement of security services in other types of organizations in a systematic and transparent manner. Periodic review of the criteria is recommended to ensure alignment with organizational context and legal requirements. Furthermore, incorporating the perspectives of frontline personnel contributes to reduced turnover and promotes sustainable, high-quality service delivery.