This study aims to examine the perceived enhancement of security response efficiency through surveillance and access control technologies in shopping malls in Ghana.
The study uses an explanatory quantitative research design, using partial least squares structural equation modelling (PLS-SEM) for data analysis from 73 shopkeepers, 1,023 shoppers and 19 security staff. The model predicts direct and mediating relationships among incident response efficiency, perceived security, access control reliability and surveillance effectiveness.
Surveillance works effectively, and access controls operate reliably, resulting in a significant improvement in perceived security. The efficiency of incident response is strongly influenced by perceived security, and perceived security does indeed act as a key mediating construct. Surveillance systems have a more significant psychological impact than access controls due to visibility and oversight functions in the mall.
Facility managers and mall management should improve the visibility and functionality of security technologies, including user communication. Future mall designs should incorporate behavioural cues, adequate signage and increased staff visibility. Such factors build mental confidence, allowing shoppers and facility users to prepare for crises.
This research challenges techno-deterministic models by highlighting perceived security as a central link between security technologies and incident response outcomes. Situated within the context of African retail environments, the research offers a fresh perspective that conceptually and empirically defines a successful security infrastructure in Africa.
