Drivers of quality service provision by private security firms in mitigating crime in Nairobi County, Kenya

Abstract

The main aim of the study was to investigate the quality of service provision by Private Security Firms in crime mitigation in Nairobi County. The specific objectives of the study were to explore the effect policy, employee capacity, technology adoption and partnership of state on mitigating crime by private security firms in Nairobi County Kenya. The study was guided by Industrial Organization Theory and SERVQUAL theory. Additionally, the study adopted a descriptive research design which enabled the researcher describe the relationship that exist among the study variables. The study population was 55 security firms which are members of Kenya Security Industry Association within Nairobi County. All the 55 security firms were visited and the top manager were interviewed hence this study was a census. Primary data was collected using semi-structural questionnaire for analysis. A pilot test was conducted to test validity and reliability of the research instruments. The data was analyzed with the help of SPSS version 21 using descriptive statistics and inferential statistics (regression models and correlation coefficients). The study concluded that the new crime and violence trends in Kenya; terrorist,militia and gang activities and the apparent failure of state security agents including private security firms, against criminals is a sign of poor strategic management of crime and violence. The causes of crime are often linked to institutional weaknesses of society. To achieve the goal of adequate and reliable security provision public security firms need to improve on the quality of service they provide to their client. There is need to establish a formal Partnership of State Agencies as both have many common goals, and the private security industry provides a major protective role in Kenyan society.