Service quality and customer satisfaction: A case of WESTEC security systems Ghana limited

Abstract

Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow. It is very important for companies to know how to measure these constructs from the consumers’ perspective in order to better understand their needs and hence satisfy them. Service quality is considered very important because it leads to higher customer satisfaction, profitability, reduced cost, customer loyalty and retention. The purpose of this study was to examine customer satisfaction and service quality in the private security service sector with respect to the service quality dimensions (SERVQUAL) using Westec Security Systems Ghana Limited as a case study. To achieve the purpose of the study, descriptive and explanatory research designs were used. A minimum sample of one hundred and sixty-three estimated for the study was selected using stratified and simple random sampling technique, out of which a total of 110 responded to the study. The data for the study was obtained primarily through questionnaire. The data was analyzed using Pearson Correlation Coefficient, one-way ANOVA and Simple linear regression. The result of the study revealed a positive significant relationship between the service quality dimensions and customer satisfaction with service delivery. In view of this, it is recommended that Private security companies seeking to improve their customers’ satisfaction levels, in their effort to increase loyalty, retention rates and attract new customers should focus on providing high quality services delivery.