Page 24 - Middle Georgia State University - Knighted 2019

OSS (Optimal Security and Sustainability) Model
David Lopez, Taylor Lewis, Dalton Foskey,
Angela Marshall, and Aquanas Meadows

Abstract
The residential and commercial security industries have undergone noticeable changes to

their business models over the past several decades. These changes were in response to the
changing needs of their customers, driven in part by advances in newer technologies moving
security systems from a wired to a wireless platform. An Optimal Security Sustainability (OSS)
model was developed for the industries using four dimensions: 1) customer satisfaction, 2)
service quality, 3) competitive pricing and 4) technology. A customer survey was conducted to
test these dimensions and the results confirmed the OSS attributes. Overall, customers reported
they are to pay a higher price for a security system if services included the latest technology and
superior service quality. These dimensions positively correlated with improved customer
satisfaction.
Introduction

The residential and commercial security industries have undergone noticeable changes to
their business models over the past several decades. These changes were in response to the
changing needs of their customers, driven in part by advances in newer technologies moving
security systems from a wired to a wireless platform. These technologies offer improved
monitoring services to better secure assets and to integrate other capabilities such as home or
business automation. According to Asecurelife.com, one in 36 homes is burglarized every year
and the average cost of property loss is around $2,300 (Demille, 2019). While the physical loss

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