Abstract

ICT adoption influences Fast Food Restaurants (FFRs) performance by reducing customer complains. ICT use in FFRs had an impact on customer frequency of visit and over 50% of the FFRs had no point of sale terminals, ICT was mainly applied in marketing and menu management as opposed to table reservations, inventory management and reporting systems. The recommendations made from the findings were Management team in FFRs should increase point of sale terminus because 50% of FFRs had none, use of electronic pay system should be increased in order to enhance efficiency in guest billing cycle which reduces customer complains. Statistics and report system should be adopted and implemented in FFRs because they are least adopted with a rating of 51.7 and therefore hotel and restaurant policy makers should consider installation of ICT components as key element when they are assessing hospitality sectors for classification and rating. The relationship between ICT use and customer satisfaction had a p-value of 0.000 and r value of 0.307 which indicated a moderate positive relationship between the variables, and therefore null hypothesis that there was no significant relationship between the intensity of ICT use and customer satisfaction in fast food restaurants was rejected.

Keywords: Customer, Satisfaction, Visit, Fast Food Restaurants, ICT, Management