The research problem addressed in this study is the determination of the critical success factors for SMEs in e-commerce. To achieve the objective, an integrated list of critical success factors, gathered from practitioner- and academic literature, had to be identified. The integrated list was developed through the following sub-processes: · The first consisted of a literature survey of the sources and the identification of critical success factors, which lead to insights into the role of critical success factors in strategic management and the objectivity of the CSF identification process. The second comprised surveying the literature dealing specifically with the unique characteristics of SMEs, to identify factors that are critical to the survival and growth of SMEs. · The third consisted of a survey of the academic and practitioner literature dealing with critical success factors in e-commerce, in order to develop an integrated list of critical success factors for SMEs in ecommerce. The integrated list that emerged from the literature study consisted of the following seventeen critical success factors: 1. Target the right customers 2. Involve all stakeholders 3. Provide access to all customer information 4. User-friendly web design 5. Let customers help themselves 6. Offer online and offline assistance to customer enquiries 7. Deliver personalized service 8. Foster online community 9. Top management support 10. Technical infrastructure 11. Security and control of the e-commerce system 12. Promotion of site 13. Financial planning and control of project 14. Loyalty 15. Development of a business plan 16. Branding of the site 17. Shipping and fulfilment The integrated list was used as the basis for the compilation of a survey questionnaire to identify the eight most critical success factors for SMEs in ecommerce. The survey questionnaire was sent to SMEs that are members of the Port Elizabeth Chamber of Commerce and Industry, have a website and comply with the criteria for SMEs. The empirical study identified the eight most critical success factors for SMEs in e-commerce and indicated strong concurrence with the unique characteristics of SMEs.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:nmmu/vital:10905 |
| Date | January 2002 |
| Creators | Zeelie, Eben Johannes |
| Publisher | Port Elizabeth Technikon, Faculty of Management |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis, Masters, MBA |
| Format | ix, 184 leaves, pdf |
| Rights | Nelson Mandela Metropolitan University |
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