- Title
- A framework for aligning ICT service providers' products and services to the needs of SME customers
- Creator
- Mhlongo, Sizwe
- Subject
- Small business -- Computer networks
- Subject
- Business enterprises -- information technology Consumer behavior
- Date Issued
- 2018
- Date
- 2018
- Type
- Thesis
- Type
- Masters
- Type
- MBA
- Identifier
- http://hdl.handle.net/10948/31911
- Identifier
- vital:31861
- Description
- Small and medium-sized enterprises (SMEs) have the potential to enhance economic growth and innovation, create jobs, and stimulate competition in the economy. However, SMEs face several challenges that influence their longevity, growth, and success. Information Communication Technology (ICT) adoption has the potential to alleviate some of these challenges faced by SMEs and to enhance their competitiveness. The adoption and use of ICT can bring benefits in terms of increasing their efficiency, innovation, growth and competitive advantages. However, SMEs are currently not taking full advantage of exploiting the potential of ICT products and services. Mostly, SMEs depend on the advice provided by their ICT service providers regarding the best ICT products and services they should adopt due to the lack of in-house ICT skills and capabilities. This treatise investigates the approach and critical success factors for ICT service providers to align their products and services to the needs of SMEs. To evaluate the conceptual framework that was proposed by this study based on the literature review, an empirical study was conducted among the SME respondents within the Gauteng province of South Africa. The questionnaire used for this study collected data to measure the SMEs’ perceptions on the availability, awareness, usage and the value added by the adoption of ICT products and services and the level of the satisfaction of the ICT needs of SMEs. The findings of this study indicate that gaps and misalignments exist between the ICT needs of SMEs and the ICT service providers’ products and services targeted to SMEs. The major discovery from the conducted empirical study revealed that ICT service providers mostly fulfil only the basic level needs of SMEs such as ICT infrastructure needs but do not fully address the higher level needs such as the digital transformation needs of SMEs. In conclusion, this study recommends that it is crucial for ICT services providers to align their products and services to the needs of SMEs in order to successfully target and market to the SME segment.
- Format
- ix, 138 leaves
- Format
- Publisher
- Nelson Mandela University
- Publisher
- Faculty of Business and Economics Sciences
- Language
- English
- Rights
- Nelson Mandela University
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| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | SIZWE MHLONGO.pdf | 3 MB | Adobe Acrobat PDF | View Details Download |