The Impact Of Security Measures On Enhancing Customer Satisfaction With Service In Juja Mall, Kiambu County, Kenya
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Date
2023-11-13
Journal Title
Journal ISSN
Volume Title
Publisher
Journal of African Interdisciplinary Studies (JAIS)
Abstract
The purpose of this study was to investigate the impact of security measures on enhancing
customer satisfaction with service in Juja Mall, Kiambu County, Kenya. The assumption of the
study is that global security concerns have prompted the need for heightened security measures
in public spaces, including shopping malls, due to the prevalence of terrorism, organized crime,
cyber threats, and other security issues. Customer safety is paramount when engaging in
activities such as shopping, making effective security measures crucial for enhancing customer
satisfaction. Kenyan shopping malls have implemented various security measures in response to
escalating security threats, including terrorism. The research focused on three key groups of
participants and the total number was 2120. The objectives are to assess the impact of security
personnel presence on customer satisfaction with the security services at Juja Mall to analyse
impact of technological security measures (e.g., surveillance cameras, access control systems) on
customer satisfaction with the security services at Juja Mall. To Examine the impact of physical
security infrastructure (e.g., lighting, fencing, emergency exits) on customer satisfaction with the
security services at Juja Mall. The sample size of 385 participants was distributed across the
different target groups as determined by the calculations, allowing for a comprehensive analysis
of the study objectives. Findings from the study at Juja Mall indicate nuanced customer
perceptions regarding the impact of security personnel presence. While many customers
appreciate the adequate number of security personnel and their strategic placement near high-risk
areas or entrances, some respondents remain neutral or express dissatisfaction. Concerns also
emerged regarding the visibility and effectiveness of security personnel during peak hours,
suggesting the need for improved strategies and communication. Customers displayed mixed
opinions in regard to security measures, such as use of surveillance camera. Some believed they
enhance security, while others were unconvinced. Concerns also arose about camera coverage,
access control systems, and emergency alarm systems, indicating room for improvement.
Customer perceptions of physical security infrastructure at Juja Mall varied. Lighting levels were
generally satisfactory but could be better aligned with customer expectations. Fencing and
barrier effectiveness varied among customers, emphasizing the need for evaluation. Emergency
exit accessibility and vehicle security measures also drew mixed feedback, highlighting areas for
improvement. The study used a mixed method. In conclusion, customers hold diverse
perceptions about security measures in shopping malls. To enhance customer satisfaction, malls
should improve security personnel visibility, communication about technological security
measures, lighting to meet customer expectations, and effectiveness of physical security
infrastructure.