Identifying barriers to internationalization: a study on service quality strategies for SMMEs in South Africa

Abstract

This study looks at potential barriers to internationalization that SMMEs in South Africa may face while implementing service quality strategies. The contingency theory, which underpins this essay, emphasizes the necessity for SMMEs to employ a variety of techniques for resolving issues that may impede the implementation of a service quality strategy for the international market. Thematic analysis methods were used in this paper's qualitative research technique, and secondary sources were predominantly used to acquire data on both the private and public sectors. A comprehensive search was used to find the foundational literature for the qualitative study. The results obtained indicate that SMMEs struggle to put their specific strategies into practice because of things like management support, vision barriers, resource barriers, organizational leadership and commitment issues, a lack of knowledge about international markets, technological barriers as a barrier to strategy implementation, and culture, environment, and change management. The authors recommend small and medium-sized enterprises (SMMEs) devote sufficient effort, resources, and staff to the implementation of their service quality improvement strategy for internationalization. Furthermore, it is advised that SMMEs prioritise service quality strategies for internationalization as well as the necessity of pursuing joint ventures with other multinational enterprises. High leadership dedication, increased global technology improvement, and consideration of environmental considerations will all contribute to improved service quality for the international market. All of this is done to make it easier to implement a strategy and supply appropriate services to all SMMEs in South Africa.

Keywords: {'name': 'Service quality, SMMEs, Internationalization'}

Authors & affiliations

Godknows Gomwe
Affiliation not supplied

Dinko Herman Boikanyo
Affiliation not supplied

Deposited references

Supplied references, not a list of publications citing this article.

Beenish T & Nikkamariahnik M. (2018). The Determinants of Customer Loyalty in Telecommunication Industry of Pakistan. International Journal of Business Marketing and Management 3(1):36-43.

Berisha, G., & Pula, J. S. (2015). Defining Small and Medium Enterprises: a critical review. Academic Journal of Business, Administration, Law and Social Sciences, 1(1), 17-28.

DOI: 10.1016/j.intman.2021.100924

Department of Trade and Industry (DTI). 2015. Amended tourism B-BBEE codes. Government Gazette, no 38915, 30 June 2015. Available at https://www.thedti.gov.za/gazzettes/38915.pdf [Accessed 27 February 2018].

DOI: 10.1108/09590551211274919

Global Entreneurship Monitor (GEM). (2021). Global report 2017/2018. Internet:https://www.gemconsortium.org/report/50012; downloaded on 06 August 2019.

Grant, D.B. and Philipp, B., (2014), August. An international study of the impact of B2C logistics service quality on shopper satisfaction and loyalty. In 17th Toulon-Verona International Conference Proceedings, Liverpool John Moores University, Liverpool England.

DOI: 10.5220/0009585900002900

DOI: 10.46729/ijstm.v4i4.826

DOI: 10.1016/j.jairtraman.2014.10.001

DOI: 10.1108/TQM-10-2014-0089

DOI: 10.1002/gsj.1376

Melo, I.C., Queiroz, G.A., Junior, P.N.A., de Sousa, T.B., Yushimito, W. and Pereira, J., (2023). Sustainable digital transformation in small and medium enterprises (SMEs): A review on performance. Heliyon.

DOI: 10.22495/cocv12i3c5p2

OECD., K. 2018. OECD Science, Technology and Innovation Outlook 2018. Paris: OECD Publishing.

Olson, E. (2017). Strategic implementation. Retrieved July 20, 2019, from https://onstrategyhq.com/resources/strategicimplementation/

DOI: 10.1108/JFMM-06-2021-0151

DOI: 10.12691/jbms-6-4-5

DOI: 10.1504/IJBEM.2023.134079

DOI: 10.1108/CG-04-2023-0135

DOI: 10.1080/14783363.2021.2021800

DOI: 10.4102/ac.v12i1.137

DOI: 10.1108/IMR-12-2021-0350