| dc.description.abstract | This study sought to determine operations improvement practices in private security
firms in Nairobi County and to establish the relationship between these approaches and
customer satisfaction. Primary data was collected using two sets of semi structured
questionnaires, designed to be completed both by the customers and the managers of
these firms, with a preference of the operations managers since they are the people
incharge of transforming business resources into profitable and sustainable services.
Descriptive statistics of mean and standard deviation were used to analyze the first
objective while regression analysis was used to show the relationship between the
adopted operations improvement approaches and customer satisfaction. Regression
statistics were interpreted to determine the strength of the relation. The study reveals that
indeed private security firms in Nairobi County indeed have adopted operations
improvement approaches. Respondents of the study were able to outline operations
improvement methods adopted by their firms while the customers of these firms indicated
the extent they were satisfied with services offered by these firms. The study also reveals
that there is a correlation between the adopted operations improvement approaches and
customer satisfaction in these firms. This research paper concludes that adopting
operations improvement approaches such as TQM, lean management, Kaizen, automation
and six sigma indeed have an influence on the levels of customer satisfaction. The study
suggests that further studies should be undertaken to determine the nexus between private
security firms‟ financial performance and their adopted operations improvement
approaches. The study recommends similar studies to be undertaken in other service
industries to provide more evidence on the relationship between the operations
improvement approaches and customer satisfaction levels. | en_US |
