Consumer Drivers of Industry Growth and Household Loyalty to Private Security Firms in Jamaica

Abstract

Jamaica is the fourth most murderous country in the world with more than 100 murders per 100,000 population. Private security firms have grown to record levels and have outnumbered the police and military combined, thus making private security an extremely important part of the security landscape in the country. This article seeks to explain household loyalty to private security providers and the rapid growth of private policing and protection in the country. Prior research has rarely addressed this issue, particularly in a developing world context. Utilizing a final sample of 108 private security customers in Jamaica and partial least squares structural equation modeling (PLS-SEM) for data analysis, the study finds that good relationships between customers and security providers and the service quality offered by private security firms are key drivers of household loyalty. In addition, lack of confidence in the police, service quality offered, and the high levels of “indiscipline” in the Jamaican society are causal to the increased growth in the private security industry.