Page 29 - Middle Georgia State University - Knighted 2019
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Methodology
Data collection for this study focused on assessing security customer perception of the
four elements of the OSS model: customer satisfaction, technology, competitive pricing and
service quality. A 16-item questionnaire was delivered through the internet to respondents by
SurveyMonkey who were given one week to respond. A reminder or follow-up was provided
mid-week. Social media (including Facebook and Instagram) and text messaging apps were used
to announce the survey and recruit respondents. One hundred twenty-five usable questionnaires
were received and analyzed.
Results
A summary of results from the security industry customer OSS study indicates important
considerations for service providers when strategically planning customer relationship strategies.
Demographics
Relationship status (married) 61
Categories Income (over $50,000) 78
Employed 75
Over the age of 35 76
0 10 20 30 40 50 60 70 80 90
Percentages
Figure 1. Survey Demographics (OSS Survey, 2019).
As indicated in Figure 1, an estimated 76% of all respondents are at least 35 years old, 75% are
employed full-time, while 78% have an average household income of more than $50,000.
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