Service quality strategies by private security firms in Kenya

Abstract

This study sought to identify service quality strategies by private security firms in Kenya. Specifically the study aimed to; evaluate the effects of employee capacity on service quality, assess the relationship between service process and service quality, and to analyze how relationship with stakeholders influences service quality. To achieve the above objectives, the study adopted a descriptive research design. The target population was a census of 60 managers comprising of 11 branch managers, 11 operations managers, 18 base commanders and 20 supervisors of all selected 11 companies under the Kenya Security Industrial Association (KSIA) within Nyeri County. Self-administered questionnaires were used to collect data from the respondents. Descriptive statistics such as frequency distribution and measures of central tendency were used to analyze data. A regression model was also used to establish the relationship between the dependent variables and the independent variables. Service process had the influence on service quality, seconded by relationship with stakeholders while employee capacity had the least influence on service quality. Additionally, the regression model generated explains the variables of the study. The study recommends that security firms should continue to improve in the service process since it has the highest influence on service quality. Delivering quality service is essential for achieving organisational success and survival in the competitive world. To enhance service quality the private security firms should create a synergy between service process and relationship with stakeholders since the variables had a significant relationship with service quality.