In the business-to-business (B2B) financing industry, financiers offering financing to SMEs are finding it increasingly difficult to attract new customers and to retain existing customers. One way of attracting and retaining customers is by creating superior customer satisfaction, as it is believed that customer satisfaction leads to loyalty which ultimately results in customer retention. Customer satisfaction could also be an important indicator as to whether customers would want to build long-term relationships with financiers. With the current tendency towards the standardisation of financing products and services, building and maintaining relationships with customers is becoming increasingly important as a way to distinguish financiers from their competitors and, concurrently, to ensure survival. However, not all customers want to build long-term relationships with financiers. It is therefore important that financiers should identify those customers who have positive relationship intentions and focus their marketing efforts on these customers. The primary objective of this study was to develop a framework for relationship intention, satisfaction, loyalty and retention of SMEs in the business-to-business (B2B) financing environment. The descriptive research of this study is based on information gathered through quantitative, self-administered electronic surveys that were distributed among a South African financier’s (Business Partners Limited) customer database. In total, 120 SME respondents participated in the study, resulting in a final realisation rate of 12%. Results from this study indicate that the relationship intention measuring scale used in this study was valid and reliable in the B2B context within the financing environment. Results also show a significantly large positive relationship between respondents’ overall satisfaction and their loyalty towards Business Partners Limited (BPL), as well as a significantly large positive relationship between respondents’ loyalty and retention towards BPL. In addition, respondents with high relationship intentions showed higher overall satisfaction with loyalty and retention towards BPL than those respondents with moderate and low relationship intentions. Furthermore, the results indicated that respondents with moderate relationship intentions have higher overall satisfaction with BPL than those respondents with low relationship intentions. Respondents with moderate relationship intentions also displayed higher loyalty and retention towards BPL than those respondents with low relationship intentions. The results furthermore showed positive linear relationships between respondents’ relationship intentions and their overall satisfaction with BPL, between respondents’ relationship intentions and their loyalty towards BPL, as well as between respondents’ relationship intentions and their retention towards BPL. The results did not point to any clear parallels between respondents’ business size and their overall satisfaction, loyalty or retention. However, this study found positive relationships between respondents’ relationship intentions and their satisfaction, loyalty and retention. It is especially noteworthy that customers showing high relationship intentions overall, also showed a higher inclination to be satisfied, to be loyal and to become repeat customers (thus indicating retention). It is therefore recommended that financiers should rather use their customers’ relationship intentions and not their business size as focus, because strong positive relationships exist between respondents’ relationship intentions and their overall satisfaction, loyalty and retention. It is furthermore recommended that financiers should focus their marketing efforts and spending on customers with high relationship intentions as these customers tend to show higher satisfaction, loyalty and retention than those customers with moderate and low relationship intentions. Future research may consider using the relationship intentions measuring scale found to be valid and reliable in this study to other B2B contexts to determine the applicability thereof in other industries. Also, future research could consider testing the antecedents of relationship intentions, such as perceived brand equity, perceived organisation equity and perceived channel equity to determine the influence thereof on customers' relationship intentions. Finally, the study can be replicated under financiers’ B2C customers to determine whether relationship intentions are also applicable to these customers in the financing environment. / PhD (Marketing Management), North-West University, Potchefstroom Campus, 2014

The purpose of this study is to investigate the importance of knowledge management and to identify the factors that influence and encourage the implementation of knowledge management in small and medium enterprises (SMEs). Existing studies have mainly focused large organizations and no study has been carried out from the perspective of small companies systematically. Qualitative design has been used in this research study to identify knowledge management factors that influence the knowledge management implementation in small organizations. A case study has been used and data was collected through interviews from employees of kunjah online service provider. Properly utilizing these factors make a contribution towards organizational growth.

Small and Medium Enterprises (SMEs) occupy a place of strategic importance in most of the developed and emerging economies. This is primarily because they contribute significantly to employment, GDP, exports and wealth creation in many economies .In addition, they stimulate innovative ideas, entrepreneurial skills and are adaptable to the changing conditions of business environment. An important characteristic of SME growth in recent decades has been its penetration and expansion in the international market to accomplish the objective of growth. This is commonly known as internationalization. The empirical studies on SME internationalization provide several indications about different factors that can be expected to influence the strategy and the degree of internationalization. Accordingly, export behavior of SMEs is determined by the internal factors involving the characteristics of SMEs. Subsequently, SMEs with limited access to financial resources, managerial abilities, and marketing skills find it difficult to enter the foreign market. These barriers would adversely affect their potential for expansion and their survival. Such firms might hardly dare to internationalize. Further, export marketing literature has recognized and highlighted the importance of external determinants that influence the entrepreneurs to initiate the internationalization activity and in formulating the strategies that would enhance their export performance A significant volume of empirical research argues that firms need to focus upon the external situation, on the element of external forces, and on managerial perceptions about these environmental attributes that should be regarded as a significant causal element in determining the internationalization activities. Therefore, SMEs in their early export stages are likely to be determined by both internal and external forces In this respect, a “holistic” approach is required which would facilitate the understanding of the multitude of issues that influence the internationalization decision .Therefore, internationalization of SMEs has to be seen from a strategic angle determined by both internal and external settings. In this view, it is highly important to analyze the factors that affect the SME internationalization decision from a holistic approach by taking into account the influence of antecedents (drivers, barriers, and firm level factors) on internationalization strategy and performance. A consolidated assessment of literature on determinants, strategies, and performance indicates that even though considerable information about these issues are available, research gaps exist in these areas. Therefore, it is to fill this gap that we have proposed a theoretical framework which has been conceptualized around the core aspects of SME internationalization process linking antecedents, strategies, and performance. The specific objectives of this study are: 1. To ascertain the factors that differentiate internationalized SMEs from non-internationalized SMEs. 2. To identify and analyze the different antecedents and its influence on the internationalization speed. 3. To examine the influence of various antecedents on the mode of exports adopted by SMEs. 4. To probe the achievements of SME internationalization in terms of scope, degree of internationalization, and economic performance in terms of sales turnover. 5. To derive policy implications for promoting SME internationalization in India. Furthermore, we decided to confine our study to Karnataka state, since this is one of the better industrially developed states in India. Initially, we approached MSMEDI, VITC and FKCCI in Bangalore to get the lists of SME exporters in the state. Subsequently, we merged all the three databases and prepared the district-wise and industry wise distribution of internationalized (exporting) SMEs in Karnataka. We cleaned the raw data as it comprised duplications. The final database comprised 1271 exporting SMEs for 2012/13. Later, we prepared a district-wise list of SME exporters. Since the Bangalore urban district accounted for 958 SMEs (75%) of the total 1271 SME exporters in Karnataka, we decided to confine our study to Bangalore district. We prepared an industry-wise list of SME exporters (as per National Industrial Classification (NIC) 2008, and found that machinery manufacturing industry accounted for a maximum share (182 out of 920) of the total SME exporters in Bangalore. Therefore, we decided to confine our study to the machinery industry SMEs in Bangalore district. Bangalore is the capital of Karnataka state and a major industrial city in India. Bangalore has become a most attractive city for the global investment and has been recognized as the IT capital of India. The study is based on an Ex Post Facto Exploratory research using primary data collected from a sample of 102 exporting and 52 non-exporting SMEs in Bangalore. The data was collected during the period November 2013 to December 2014 using a semi-structured questionnaire followed by visiting the firms and having personal interviews with entrepreneurs/senior managers of the firms and data analysis is done using appropriate statistical packages. Initially, we decided to examine and differentiate internationalized SMEs from non-internationalized SMEs in same sector, in terms of their characteristics and economic performance. Further, to bring out the factors that distinguish internationalized SMEs from non-internationalized SMEs, we carried out a binary logistic regression analysis for their general profile, technical profile and size profile by combining all the three groups of profiles together. The dependent binary variables distinguished internationalized SMEs from non-internationalized SMEs. The overall results indicate that (i) non- internationalized firms are younger than internationalized SMEs, (ii) CEOs of internationalized SMEs are older than that of the later, (iii) internationalized SMEs accounted for a higher sales turnover than non-internationalized SMEs. The very fact that internationalized SMEs accounted for a higher sales turnover than non-internationalized SMEs indicated that internationalization would have enabled SMEs to achieve a higher sales turnover relative to non-internationalized SMEs. We analyzed a range of antecedents and its impact on the international strategies and performance of internationalized SMEs. Basically, the antecedents have been classified into drivers, barriers and firm level factors. For the quantitative measurement of different kinds of drivers and barriers, a Likert type ordinal scale which ranged from 1 to 5, was used. In addition, firm level factors were also taken into account as the antecedents to analyze its influence on the SME internationalization process. Further, an Exploratory Factor Analysis was first undertaken to explain the export drivers into a few underlying dimensions. The results of the Exploratory Factor Analysis showed that the 13 identified export drivers could be reduced to three underlying dimensions. On the other hand, firms might get discouraged to internationalize, due to the obstacles faced either in the form of internal or external sources. According to the results of the Exploratory Factor Analysis, internal barriers which consisted of variables were grouped under four dimensions. The external barriers which consisted of 14 variables were grouped under two dimensions. After identifying the different determinants to SMEs internationalization, we analyzed how these identified determinants were able to differentiate between early and late in terms of internationalization speed. Thereafter, discriminant analysis was performed to analyze how well the explanatory variables were able to differentiate the two groups or categories i.e. early entrants compared to late entrants. Among the different firm level factors, CEOs age and exclusive export marketing division had a significant discriminant coefficient. The results revealed that it is the younger CEOs and their commitment towards internationalization facilitate firms to enter the international market at any early age. Further, among the different barriers, competitive constraints significantly differed between early and late internationalization stating that lack of competitiveness was a major factor responsible for the late internationalization of SMEs. Subsequently, we looked at how various determining factors (antecedents) influence the mode of exports adopted by the SMEs. Firstly, based on the survey data the mode of exports are classified as exports through (i) a multinational company, (ii) international trade exhibitions, (iii) exports through the network of friends and export organization and (iv) E-commerce. Secondly, we looked at the factors which influenced these SMEs in choosing the four alternative modes of entry for internationalization, by means of binary logistic regression technique. Further, the results revealed that those SMEs with CEOs who are less qualified, not highly committed and smaller in size relied on local MNC customers to enter the international market. Further, if SMEs are not highly competitive, face market barriers and influenced by the unanticipated conditions preferred to use MNC route. Subsequently, SMEs with more qualified CEOs’, face operating constraints and policy barriers preferred to enter international market through international trade exhibitions. Those SMEs with CEOs’ who are younger and face finance and information barriers and policy constraints facilitate firms to depend on various sources of network. Finally, SMEs with more qualified CEOs’, smaller in size and face policy barriers have entered the international market through E-commerce route. Finally, we analyzed the role of determining factors on the scope, degree of internationalization and on the economic performance of SMEs. Initially, the different determinants that influence the scope and the degree of internationalization are analyzed. Finally, we analyzed the impact of degree of internationalization on the economic performance of SMEs by using three multiple regression models. Among the firm level factors, only CEOs’ international experience positively influenced the scope of internationalization compared to those firms with CEOs who had lesser international experience. Therefore, it is the entrepreneurs’ competency and skills acquired over a period of time which facilitated firms to expand their scope of internationalization. Subsequently, internationalization speed had positively influenced the scope of internationalization indicating that those SMEs that had entered the international market at an early age were able to diversify its international market. Generally, early exporters were more entrepreneurial in the sense they were capable of identifying, exploring and exploiting opportunities abroad by means of their proactive behavior. We analyzed the influence of speed, scope of internationalization and along with the firm level factors on the degree of internationalization. The results revealed that it was the capabilities that were acquired in terms of experience and the commitment that facilitated firms to achieve a higher degree of internationalization compared to firms that were not capable and committed to internationalization. Further, internationalization speed had positively influenced the degree of internationalization indicating that those SMEs that had entered international market at an early age were able to achieve a higher degree of internationalization compared to those firms that had entered at a later age. Finally, we analyzed the influence of scope and degree of internationalization along with the antecedents on the economic performance in terms of total sales turnover. In the present study, the degree of internationalization had positively influenced the economic performance of SMEs indicating that those firms that had achieved a higher degree of internationalization were able to achieve higher sales turnover than the firms with a lesser degree of internationalization. Therefore, by means of widening foreign markets and building room for expansion, exporting to foreign markets was considered an important route for firm progress. The results of this study underline the need for policy trust to improve the international activities of SMEs. Further, from the research perspective, results provide a significant addition to the existing knowledge about the importance of entrepreneurial competency, commitment to internationalization and an appropriate strategy in explaining the internationalization efforts of SMEs in the emerging market of India.

Purpose – The purpose of this study is to generate a broader understanding of how and why SMEs works with CSR activities. Method – The methodological choice for this thesis is based on a qualitative research approach. A case study is conducted at one Swedish SME, and the data is primarily collected through an interview with two respondents from the case company who have active roles within the CSR plan. A document study was used as a complement source of data to strengthen the data collected from the interview. Findings – The findings indicated that it can be preferable that an SME’s owner-manager champions the implementation of CSR activities. It is also evident that the reasons behind CSR engagement are dependent on the owner-manager ability to see the organizational benefits generated through the implementation of CSR activities. The research also finds that SMEs tend to lack a clear strategy when it comes to CSR implementation, which is performed on a more ad hoc basis as SMEs typically do not have the resources for deliberate ’strategizing’. Limitations – The research has investigated how a manufacturing SME works with CSR beyond requirements from law and regulations, as well as receive a better understanding of what motivates them to implement CSR activities. Moreover, this research project has not included participant observations as the circumstances made them impossible to perform. Keywords - Corporate Social Responsibility (CSR), Small- to Medium Enterprises (SMEs), CSR Activities, Managerial Values, Manufacturing, CSR Engagement.

With growing concern around the fashion industry’s socio-environmental impact, the industry has come under intense scrutiny by researchers as well as stakeholders. Research on the industry’s negative impact has focused largely on large, international enterprises, failing to recognize the role of small and medium enterprises. This thesis explores drivers and barriers to the commitment to sustainability initiatives among small and medium-sized enterprises (SMEs) in the Swedish fashion industry. To achieve the aim of the study, semi-structured interviews with SME owner-managers from 11 Swedish small fashion brands were conducted. The data was analyzed using an extended theory of planned behaviour framework.  The study findings identified the influence of customer expectations and market opportunities as drivers while highlighting the role of pro-sustainability ethical values as the most prevalent driver to commitment to sustainability initiatives. Important barriers included lack of resources, supply chain challenges and the challenges of overcoming the dominance of fast fashion consumer behaviours. Despite these barriers, the importance of pro-sustainability ethics was underscored in its potential to overcome many of these barriers.

This study set out to provide important empirical evidence on the role of knowledge management (KM) within Small and Medium Enterprises (SMEs) in New Zealand and the United Kingdom and to explore how such companies handle their planning and strategic choices. In today’s knowledge economies the management of knowledge has become vital. In the context of SMEs, this is even more critical because they often operate under difficult conditions and are subject to global pressures from large corporations and demanding customers. In spite of the significance of SMEs as essential for any nation’s growth and success, and even though many scholars and business managers claim that knowledge management is highly relevant for SMEs, there has been little research about this concept in SMEs, in general, and in New Zealand, in particular. The few studies in the literature conclude that this concept is mostly neglected by SMEs even though it is vital and has high potential benefits for them. A quantitative research method approach was adopted. Self-completion questionnaires were sent to the senior management of firms with 100 employees or less, from a cross-section of industries. As part of this process an original knowledge management model was developed. The basic research questions were deduced from this model and the items in the questionnaire were created to answer these research questions. In New Zealand, a total of 417 SMEs were contacted by mail and 180 useable questionnaires were returned. In the United Kingdom, 1268 SMEs were contacted and 241 useable responses were received. The response rates of 43.2% in New Zealand, of 19% for the United Kingdom and of 25% in total, are satisfactory. Therefore, the basis of this study was a large (421 responses) and high quality transnational sample, which allowed for sound quantitative analyses. The claim by previous researchers that knowledge management in the SME sector is not yet fully developed appears to be supported by the results of this research. The large majority of respondents regard themselves as not familiar enough with the concept of knowledge management to actually benefit from it in practice. Even though the respondents in both countries seem to appreciate knowledge management as a relevant and useful concept with potential, many do not seem to be sufficiently informed about this concept. Few have a knowledge management initiative in place or are planning or in the process of setting up one. The responses, which vary little between the two sub-samples, point to a short-term rather than a long-term management perspective being dominant. Major barriers in terms of the deliberate creation and sharing of knowledge are a lack of time and higher importance given to daily operational activities. The respondents - predominantly senior managers - indicate that they primarily consider themselves to be responsible for ensuring that knowledge is captured and shared and relatively little responsibility is given to other employees or specialists. SMEs do apply several aspects of knowledge management, however, this is generally informal and with an operational rather than a strategic focus. From the responses it is apparent that knowledge is shared internally mostly via people-based mechanisms. More advanced measures such as the systematic collection, organisation and storage of knowledge are less common. The results indicate a number of differences between the respondents. In this regard it is most evident that the more familiar respondents are with the concept of knowledge management the more proactive they are in terms of managing knowledge on an operational and strategic level. This transnational research strongly links knowledge management to strategy and it clarifies how this concept can impact the formulation of strategy and the strategic competence of SMEs. Therefore, the results add new knowledge to the areas of SME research and strategic knowledge management.

Titel: Miljömässigt- och socialt ansvarstagande i SME - En studie om motiv vid implementeringen av CSR i svenska SME  Nivå: C-uppsats i ämnet företagsekonomi  Författare: Elin Ahlgren och Frida Ahlstedt Handledare: Tomas Källquist och Pär Villhelmson  Datum: Juni - 2018 Bakgrund och Syfte: Tidigare forskning presenterar flertalet motiv vid implementering av CSR. Motiven ökar medvetenheten kring varför företag genomför implementering av CSR. Kunskapen kring motiven vid implementering av CSR i SME är bristfällig, detta då tidigare studier främst har riktats mot stora företag. Syftet med studien är att öka förståelsen för vilka motiv som ligger till grund för implementering av CSR i SME, med fokus på värdemotivet, ekonomimotivet och intressentmotivet.                   Metod: Studien utgår från hermeneutiken och socialkonstruktivismen med en abduktiv forskningsansats. Studien tillämpar en kvalitativ undersökningsmetod där den empiriska datainsamlingen genomförts med hjälp av semistrukturerade intervjuer. Den teoretiska referensramen baseras på tidigare forskning och det empiriska materialet är grupperat efter teman och kategorier som uppkommit vid intervjuerna. Utifrån den abduktiva forskningsansatsen har den teoretiska referensramen och det empiriska datamaterialet analyserats i samspel med varandra för att besvara studiens syfte.                       Slutsats:Studien tyder på att värdemotivet, ekonomimotivet och intressentmotivet ligger till grund för implementeringen av CSR i SME. Studien visar även att värdemotivet är det motiv som anses ha den mest centrala och betydande rollen vid implementering av CSR i SME.                      Förslag till fortsatt forskning: Vidare forskning bör fokusera på motivens betydelse vid implementering av CSR i specifika branscher. Dessutom kan intressenternas perspektiv gällande frågan studeras genom att titta på om motiven vid implementeringen av CSR uppfattas av intressenterna.   Studiens bidrag: Ur ett teoretiskt perspektiv bidrar denna studie med en förståelse för att värdemotivet, ekonomimotivet och intressentmotivet kan tillämpas vid en studie gällande implementering av CSR i SME. Ur ett praktiskt perspektiv bidrar denna studie med råd gällande hur företag och dess ledare kan öka kunskapen kring CSR och därmed tillämpa CSR-aktiviteter som är anpassade efter företagets förutsättningar. / Title: Environmental and social responsibility in SMEs - A study of underlying motivation when implementing CSR in Swedish SMEs.   Level: Final assignment for Bachelor Degree in Business Administration    Author: Elin Ahlgren and Frida Ahlstedt   Supervisor: Tomas Källquist and Pär Villhelmson   Date: June - 2018                      Aim: Previous research presents the majority of motives when implementing CSR. Motivations raise awareness of why companies implement CSR. Knowledge about the motivation for implementing CSR in SMEs is inadequate, as previous studies have primarily focused on large companies. The aim of the study is to increase understanding of the motives underlying the implementation of CSR in SMEs, focusing on the value-motive, the economy-motive and the stakeholder-motive.                      Method: The study is based on a hermeneutical and social constructivist perspective with an abductive research effort. The study applies a qualitative survey method in which empirical data collection was conducted using semi-structured interviews. The theoretical frame of reference is based on previous research and the empirical material is grouped according to the themes and categories that arose during the interviews. Based on the abductive research effort, the theoretical reference frame and empirical data have been analyzed in interaction with each other to answer the purpose of the study.                  Conclusions: The study suggests that the value-driven, the performance-drivenand the stakeholder-driven motive form the basis for implementing CSR in SMEs. The study also shows that the value-driven motive is the motive considered to be the most central and significant role in implementing CSR in SMEs.   Suggestions for future research: Further research should focus on the importance of the motives when implementing CSR in specific industries. Also, the stakeholders' perspective on the issue can be studied by looking at whether the motives for implementing CSR are perceived by stakeholders.   Contribution of the thesis: From a theoretical perspective, this study contributes with an understanding that the value-driven, the performance-drivenand the stakeholder-driven motive can be applied in a study on implementation of CSR in SMEs. From a practical perspective, this study contributes with advice about how companies and their leaders can increase knowledge about CSR and apply CSR-activities tailored to the company's conditions.

Magister Commercii - MCom / The Small Enterprise Development Agency (SEDA) is an organisation that gives various types of business support to small and medium enterprises (SMEs) in order to foster their growth. It is widely believed that there can be failure in the performance of SMEs that is partly due to limited provision of business support. This study aims to assess the work of SEDA, in particular the ‘business plan’ support it provides to SMEs. This will assist in establishing factors that hinder, or promote, the growth and success of SMEs.The main objectives of this study were firstly, to assess the perceptions of SEDA’s business clients with regards to the business plan intervention. Secondly, to assess the effectiveness of the SEDA’s business plan intervention, and lastly to identify and recommend other interventions that its clients suggest, that can improve the services it provides to business owners.A review of literature highlighted the continued difficulty that SMEs in South Africa face in accessing finance, and the vital role that support institutions like SEDA can play to not only alleviate the problem, but also strengthen the owners business and entrepreneurial skills. A qualitative case study design was used in this study. Two data collection methods, document analysis and in-depth interviews, were employed. A thematic data analysis was conducted to assess the business plan support activities provided by SEDA.The findings of the study show that, firstly, access to finance remains a challenge for most SMEs. Secondly, the lack of business skills is a key limitation to success among SEDA’s clients and thirdly, the study revealed a communication gap between SEDA and its business clients.The study recommends that SEDA should bridge the communication gap in order to improve the impact of the vital services it offers to existing, and potential clients. The Results of the study may apply, generally, to the development of SMEs in South Africa.

As the use of the internet increases, so does the use of social media channels. These channels have become a part of everyday life and are changing the way of communication and information exchange. Today, more and more business-to-business (B2B) companies are adopting social media marketing (SMM) to communicate with their customers. Although small and medium-sized enterprises (SMEs) have also started adopting SMM to increase their brand awareness, the existing literature is very limited on this subject. Therefore, the purpose of this thesis is to identify and describe challenges SMEs face adopting social media marketing in order to increase their brand awareness. In order to achieve the purpose of this thesis a qualitative research method was selected and four semi-structured interviews with marketing directors and coordinators at three SMEs were conducted. The result of this thesis shows that SMEs face some common challenges like financial and human resources, lack of time and expertise in SMM, customer satisfaction, channel selection, global crisis and bad reviews. Further, this thesis found that SMEs also face some individual challenges like cultural issues, measuring brand awareness, language, influential content, communication issues, promotion costs and outsourcing.

Thesis (M. Com. (Business Management)) -- University of Limpopo, 2021 / The main objective of this study was to investigate the impact of strategic orientation and networking on the sustainable performance of SMEs. A quantitative approach was used, and a self-administered questionnaire was employed during the data collection process. A four-section questionnaire covering demographic information, strategic orientation variables, networking variables and sustainable performance variables was prepared and distributed randomly to a selected sample of 300 SME owners in Polokwane Municipality in Limpopo Province. A total of 140 questionnaires were returned. The software used to analyse information gathered and to ensure accuracy and reliability of the study results was Statistical Package for Social Sciences (SPSS) version 26.0. Correlation and regression analyses were performed to determine the relationship between strategic orientation and sustainable performance, and the relationship between networking and sustainable performance. The Cronbach’s alpha was used as a measure of reliability. The results of the study revealed that both strategic orientation and networking positively impact on the performance of SMEs. Recommendations to improve the strategic orientation and networking of SMEs are suggested. These recommendations offered meaningful insights into SME owners, government, non-government organisations and other organisations for the improvement of their businesses while providing room for future research studies.