Offer quality affecting consumption of hospitality products and services in franchised restaurants in Nairobi Central Business district Kenya

Abstract

The fast-food concept seems to attract franchisees and is growing rapidly in Kenya. The purpose of the study was to look into the offer quality affecting consumption of hospitality products and services in franchised restaurants in Nairobi Central Business Kenya. The objective of the study was to explore the extent to which offer quality affect consumption of hospitality products and services to achieve competitive advantage in Franchised Restaurants. The problem being investigated was why the offer quality is favouring some franchises and not others. It focused on food and beverage production and service techniques adopted to increase consumption. The research was carried out in the Nairobi CBD in franchised restaurants. The study adopted the descriptive research design. A census study was done on the 15 restaurants and their 15 managers in the CBD while systematic random sampling was done to select 10% of 3250 customers. The data was collected by use of questionnaires and interviews. Descriptive and inferential statistics were used for data analysis. The findings revealed that the quality of food and the price greatly influenced the consumption of the products and services.