Students of Millennium Global International School sharpen their research skills at The Sarit Centre

1. Introduction

On Monday May 26, 2025, Year 10 students, accompanied by Year 12 student Joy and I Ms.Stephanie Malika, embarked on a research trip to Sarit Centre. The purpose of this trip was to provide students with practical insights into various aspects of business operations, customer service, mall management, and market dynamics through direct observation and interaction.

2. Itinerary and Activities

We arrived at Sarit Centre at 10:45 a.m. Upon arrival, we took a group photo  at the digital directory near the entrance. At the digital directory, students recorded many details about the mall, including the layout, number of floors, and types of shops. Following this, I divided the students into groups to facilitate their exploration and questionnaire completion. The core activities of the trip included:

● Questionnaire Completion: Students actively filled out questionnaires designed to guide their observations on mall layout, shop categories, customer demographics, and environmental features.

● Staff Interviews: Selected staff members from Srivoski, Cinemax, and VR Xtreme were interviewed. Kyla and Joy interviewed the staff at Srivoski. Gabriella, Kimora, and Lekisha interviewed the staff at Cinemax. All the boys interviewed one staff member at VR Xtreme and learned much about VR. These interviews provided valuable insights into customer service practices, common customer inquiries, and employee experiences.

● Observation of Mall Environment: Students observed the general atmosphere of the mall, identifying busy periods and the types of people present. They also noted safety features and environmentally friendly initiatives.

● Product and Pricing Comparison: Students compared prices and offerings of similar items across different shops, such as watches at "Diamond Watch" and "Kibic Watches," and coffee at "Barista Cafe" and "Daily Cafe".

● Branding and Advertising Analysis: Students identified and recognized brand names and noted advertisements that stood out to them.

After completing their research activities, we had lunch at various restaurants within the mall. We departed from Sarit Centre and arrived back at school at 3:00 p.m.

3. Key Observations and Findings (Based on Questionnaires)

1. General Observations:

Mall Floors: The mall has 7 floors.

Atmosphere: The general atmosphere was described as "busy" by some students and "quiet" by others, indicating varying perceptions or possibly different times of observation within the mall.

Customer Demographics: The primary demographic observed was "families mostly," along with individuals.

Busiest Times: Staff indicated that lunch hours are typically the busiest.

Mall Ownership/History: Sarit Centre was established in April 1983 and is owned/managed by Vidhu Shah and Maneklal Rugani. No recent major renovations or expansions were noted.

2. Number and Types of Shops

Estimated Shops: Estimates for the number of shops ranged from around 100 to 230.

Shop Categories: Students classified shops into categories such as:

● Food: The Hive, The Nut Bar, Chinese Corner, Alloy, The Dhaba, Barista Cafe, Daily Cafe, Boba Cafe, Island, Cold Stone Creamery, Falafel House.

● Banking: ABSA Bank, Bank & Baroda, Prime Bank, NCBA Loop (13 banks and 12 ATMs observed).

● Electronics: Anisuma, Bose, Nikon, Tecno. Books: Textbook Centre, Bonk.

● Fashion: Woolworths, Town Team, LC Waikiki, Babyshop, Levis, Citywalk, Adidas, Skechers, Mr. Price Imrp.

● Beauty: Yves Rocher.

Major Stores: LC Waikiki, Home Box, Swarovski, Ashley Home Store, Cosmelis, Adelini, Elevalus.

Most Attractive Stores: Stores that seemed to attract the most customers included; Barista Cafe, Boba Cafe, Daily Cafe, The Whisky Shop, The Egypt and Middle East Expo, and Java House.

International Brands: International brands recognized include Adidas, Skechers, Michael Kors, Yves Rocher, LC Waikiki, Home Box, Java, Max, and Woolworths.

3. Customer Service Rating

Swarovski: Customer service was rated positively, with staff being described as "kind and helpful".

Ashley Home Store: Customer service was rated 9.5/10, with staff being very welcoming.

Century Cinema: Described as having an exceptional customer service.

VR Xtreme: Customer service was amazing. Staff took their time to explain VR Xtreme and the games to the students.

The boys tried out the Gene Mutation game, and staff also took them through more games at Jump Extreme. Some students had lunch at their cafe.

4. Food Court and Entertainment

Eateries: Several eateries and cafes were listed, including; Barista Cafe, Daily Cafe, Boba Cafe, The Dhaba, Island, Cold Stone Creamery, Falafel House, The Hive, The Nut Bar, Chinese Corner, and Alloy.

Eating vs. Shopping: More people were observed shopping than eating, although some noted more people at eateries around noon.

Entertainment: Sarit Centre has a cinema (Century Cinema) and VR Xtreme.

5. Banking and Financial Services

Banks and ATMs: Approximately 13 banks and 12 ATMs were found.

6. Mall Layout Sketch

Students provided simple sketches of the mall layout, marking key areas such as the entrance, food court, major stores (Swarovski, LC Waikiki, Century Cinema), banking section (NCBA Loop), and other shops (Cosmelis, Adelini, Elevalus, Boba, TBC).

7. Environmental Features

Cleanliness: The mall was observed to be very clean, with "bins almost every corner".

Eco-friendly features: Water-saving features and LED lights were observed. Limited use of plastic was also observed. Recycling bins were noted by several students.

8. Diversity and Inclusion

Sarit Centre often reflects Kenya's ethnic and cultural diversity. Advertisements or staff reflecting diversity in age, gender, race, or ability were observed.

9. Branding & Advertising

Recognized Brands: Credible Jewels, Radiance Leather, Vivo Woman, Airtel Kenya, Telkom Kenya, LC Waikiki, Mr. Price.

10. Products & Pricing

Diamond Watch vs. Kibic Watches: Both have nice watches, but Diamond Watch is more expensive.

Barista Cafe vs. Daily Cafe: Both sell similar items, but Barista is "a bit expensive" compared to Daily Cafe.

Most Expensive Item: Swarovski Jewelry and items at furniture stores (e.g., Ashley Home Store) were noted as having the most expensive items.

11. Reflections

Students learned that "the more expensive a store is, the less people that walk in". The most enjoyable aspect of the visit for some students was the food and the experience at the Egypt and Middle East expo.

12. Conclusion

The research trip to Sarit Centre provided the students with a valuable opportunity to apply theoretical knowledge in a real-world setting. Through direct observation, questionnaire completion, and staff interviews, students gained practical insights into customer service, market dynamics, and the operational aspects of a large commercial center. The experience highlighted the diverse range of businesses within a mall environment and the factors influencing consumer behavior.

Report written by:

Ms.Stephanie Malika