EVALUATING ICT INTEGRATION IN SME OPERATIONS DURING THE COVID 19 PANDEMIC ERA IN SELECTED SMES IN THE WESTERN CAPE, SOUTH AFRICA
DOI:
https://doi.org/10.18623/rvd.v23.4805Keywords:
Small and Medium Enterprises, Information and Communication Technology, Innovation, Customer Service, Agility, Business Operations, COVID-19Abstract
The COVID‑19 pandemic introduced unprecedented disruptions to business environments globally, compelling small and medium‑sized enterprises (SMEs) to adopt innovative strategies to sustain operations. This study evaluates the extent and impact of ICT integration within selected SMEs in the Western Cape, South Africa, during the pandemic era. Using a qualitative approach, data were collected to investigate how digital tools, platforms, and technologies influenced business performance, operational agility, customer service delivery, and innovation. The findings reveal that ICT adoption played a critical role in enabling SMEs to maintain continuity under lockdown restrictions, enhance workflow efficiency, and respond swiftly to changes in customer behaviour and market conditions. Digital solutions, such as online communication platforms, e‑payment systems, social media, CRM systems, and remote‑work tools, improved service responsiveness while fostering innovation in business processes. Despite these benefits, the study also highlights persistent challenges, including limited digital readiness, inadequate ICT infrastructure, and uneven levels of digital skills across SMEs. The research concludes that ICT integration significantly strengthened SME resilience during the pandemic and underscores the need for sustained digital investment, capacity building, and supportive policy interventions to enhance SME competitiveness in an increasingly digital economy.
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