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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. |
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