Abstract:
The main objective this study is to analyze the influence of service convenience on customer
loyalty in fast food restaurants in Embu town located in Embu County, Kenya. Service
convenience overtime has been seen to be increasingly important to customers through the
different types of convenience which are; Decision convenience, Access convenience,
Transaction convenience, Benefit convenience and Post benefit convenience. The researcher
therefore sought to investigate the influence of these service convenience dimensions on the
loyalty of customers patronizing the fast food restaurants in the area of study. Sample size of
323 respondents obtained from Cochrans sample size formula for unknown population was
determined through simple random sampling technique. The data was collected by use of
questionnaires as the research tool. Data analysis was done using descriptive statistics (means,
mode, medians, standard deviations) and inferential statistics (Pearson correlation analysis)
and the outcome of the analysis was presented on tables. The findings showed that service
convenience had a positive influence on customer loyalty. The recommendations from this
research paper will enable managers and owners/ proprietors of the fast food outlets to better
understand the customers’ needs which in turn will enable them to satisfy them better.
Key Words: Service convenience, Customer loyalty