THE LEVEL OF MASTERY OF BARISTA SKILLS AND QUALITY COFFEE SERVICE IN RATED RESTAURANTS IN NAIROBI CITY COUNTY KENYA

Abstract

The rapid growth of specialty coffee culture in Nairobi City County has elevated coffee service as a key determinant of restaurant competitiveness, positioning baristas as skilled professionals whose technical and interpersonal competencies directly influence customer satisfaction, repeat patronage, and overall business performance. This study examined the level of mastery of barista skills—namely technical proficiency, operational efficiency, presentation skills, and customer interaction—and their influence on the quality of coffee service in rated restaurants. Although formal barista training programs and investments in modern coffee equipment have increased, limited empirical evidence exists on whether skill mastery leads to measurable improvements in service outcomes within the Kenyan context. Consequently, the study tested the null hypothesis that there is no significant relationship between barista skill mastery and quality coffee service. A quantitative cross-sectional research design was adopted, targeting a sample of 120 baristas drawn from rated restaurants in Nairobi City County. Data were collected using structured questionnaires and observational checklists to capture both self-reported competencies and objectively assessed indicators of service quality. Descriptive analysis revealed high levels of skill mastery, with mean scores of 4.15 for technical skills, 3.92 for operational efficiency, 4.05 for presentation skills, and 4.20 for customer interaction. Quality of coffee service was also rated highly across key dimensions, including beverage consistency, temperature control, presentation, customer satisfaction, and repeat patronage, yielding an overall mean score of 4.08. Pearson correlation analysis demonstrated strong positive relationships between all dimensions of barista skill mastery and quality coffee service, with customer interaction exhibiting the strongest association (r = 0.75, p < 0.001). Further, multiple regression analysis indicated that barista skills collectively accounted for 68% of the variance in service quality (R² = 0.68, F = 61.25, p < 0.001). These findings led to the rejection of the null hypothesis, confirming that technical, operational, presentation, and interpersonal competencies significantly enhance the quality of coffee service. Additionally, moderating factors such as restaurant rating, equipment availability, and barista experience influenced the strength of these relationships. The study concludes that barista skill mastery is a critical determinant of coffee service excellence in rated restaurants. It recommends that restaurant managers and training institutions invest in structured, hands-on training programs, continuous performance monitoring, regular skills assessment, and modern coffee equipment, while placing greater emphasis on strengthening customer interaction competencies to sustain service quality and competitive advantage. Future research should examine longitudinal changes in barista skill development, compare skill mastery across different regions, assess the impact of emerging technologies on barista roles, and explore customer perceptions of barista professionalism. Further studies should also investigate how workplace culture, compensation, and career progression influence barista motivation, skill retention, and service performance