Technology and Service Quality Among Coffee Shops in Nairobi, Kenya

Abstract

In the backdrop of the immense challenges faced by coffee shops in Nairobi, Kenya in terms of changing customer demands, increased competition, changes in price of inputs, many coffee shops have adopted technology in service delivery in order to mitigate these challenges. This study had a two pronged approach; one, to establish the extent of adoption of technology among coffee shops in Nairobi, Kenya, and two, to establish the relationship between service quality and technology among coffee shops in Nairobi, Kenya. A descriptive survey was used to answer the research questions on the current status of the subject of the study and in reference to the objectives of the study. The target population of the study was all coffee shops in Nairobi, Kenya totalling two hundred and forty eight (248). A sample of 100 coffee shops was taken out of this sampling frame. Questionnaires were used to collect primary data from the respondents. The data was quantitatively and qualitatively analyzed and presented as frequency and percentage tables. The study found out that coffee shops have adopted technology measures to enhance their competitiveness. The technology variables were correlated with the service quality variables. It was found that micros order processing, electronic payment modes; WI-FI provision and online ordering were found to be statistically significant.