DETERMINANTS OF CORPORATE CLIENT RETENTION IN PRIVATE SECURITY COMPANIES IN NAIROBI

Esther Muthoni Mugi

Jomo Kenyatta University of Agriculture and Technology. Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Dr. Alice Abok

Jomo Kenyatta University of Agriculture and Technology

CITATION: Mugi, E., M. & Abok, A. (2015). Determinants of Corporate Client Retention in Private Security Companies in Nairobi. International Journal of Strategic Management. Vol. 6 (5) pp 129-137.

ABSTRACT

Client retention is one of the most important influencers of profit growth and therefore organizations need to create strategies that will keep the customers from buying from them and not the competition and at the same time prevent customer defection. The objective of the study aimed at investigating whether the level of technology deployed by PSC’s contributes to corporate client retention in private security companies, The study used descriptive survey research design. The population of this study was100 clients of private security companies in Nairobi drawn from the 2014 Top 100 medium sized companies. The sample was selected using stratified random sampling. The data was collected using self-administered questionnaires. The data collected was processed and analysed using the Statistical Package for Social Sciences (SPSS) version 22. The study findings indicated that level of technology, quality of service, employee motivation and voluntary switching influenced client retention by private security companies. The study concludes that the quality of technology facilities embraced at any security firm is very important because it influences customer satisfaction and hence improves the firm performance at large and increased client retention. The study concludes that the firms had put in place pricing strategy that would lock down their customers and hence retain them and their businesses for lengthy periods. The study recommends the security firms management to ensure that the firms are upgraded with the technological changes taking place in the whole world. The company’s should embrace various strategies that help in customer retention to a great extent including the development of tailored service offering for strategic accounts, regular review on changes in strategic customer needs and periodic survey of customers service satisfaction levels.

Key word: Client Retention, Technology, Customer Satisfaction

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