Service Quality and Customer Satisfaction in Registered Private Security Firms in Kenya

Abstract

Service quality is among the main aspects that enhance customer satisfaction. Registered private security firms have made an attempt towards improving quality in the services offered though the existing studies have not clearly delineated the influence service quality aspects have on client gratification among registered private security firms. The study therefore sought to pinpoint the association amongst service quality and client satisfaction in registered private security firms in Kenya. The objectives included; to determine customers’ perceived service quality in registered Kenyan private security companies; to establish factors of client satisfaction in registered Kenyan private security organizations and to establish the association amongst quality of service and satisfaction of customer. The research was directed by SERVQUAL and Gap model. The research implemented descriptive research design. Targeted research population was 171 corporate clients of registered private security organizations. Key respondents were operation managers of the respective firms. This research implemented descriptive and inferential statistics. In determining the relationship Pearson correlation was used whereas regression analysis was applied in establishing the influence of independent variable on the dependent variable. Findings of the research established tangibility, reliability, assurance and empathy had a positive and significant impact on customer satisfaction in registered private security firms. However, responsiveness had no influence on client satisfaction. This research advised that material associated with service quality such as radio calls should look appealing. Other than that, the security firms ought to provide services within the agreed period and have the customers’ interest at heart. Also, security firms should make it a priority for their customers to feel secure in their businesses. Moreover, they should have convenient operating hours and up-to-date security instruments.