Abstract:
This study examined strategies for enhancing barista mastery skills and their influence on coffee service quality in rated restaurants in Nairobi County, Kenya. Guided by SERVQUAL Theory and Experiential Learning Theory, the study adopted a descriptive cross-sectional mixed-methods research design. The target population comprised 150 baristas, 25 restaurant supervisors, and 15 food and beverage managers drawn from rated restaurants, from which a sample of 120 respondents was selected using stratified sampling based on restaurant star ratings and purposive sampling for key informants. Quantitative data were collected using structured questionnaires, while qualitative data were obtained through key informant interviews and direct observation of coffee preparation and service practices. The study assessed key strategies for enhancing barista mastery, including formal training and certification, on-the-job experiential learning, mentorship and coaching, investment in modern coffee equipment, implementation of standard operating procedures, and quality assurance systems. Coffee service quality was evaluated using SERVQUAL dimensions—reliability, responsiveness, assurance, empathy, and tangibles supplemented by sensory attributes such as taste consistency, aroma, temperature control, and presentation. Descriptive findings indicated that on-the-job experiential learning and mentorship were the most commonly applied strategies, while formal training and adherence to standard operating procedures varied across establishments. Overall coffee service quality was rated moderate to high, with reliability and tangibles recording the highest mean scores, whereas empathy and personalized service scored comparatively lower. Inferential analysis using Pearson correlation revealed a positive and statistically significant relationship between barista mastery enhancement strategies and coffee service quality (r = 0.68, p < 0.01). The study concludes that barista mastery is a multidimensional construct shaped by technical training, experiential learning, managerial support, and standardized operational systems. It recommends continuous professional development, structured mentorship programs, strengthened implementation of standard operating procedures, and institutionalized certification pathways. Additionally, closer alignment between industry practices and TVET curricula is advocated to sustainably enhance coffee service quality in rated restaurants.
