Abstract
Small, Medium and Micro Enterprises (SMMEs) play a significant role towards the South Africa’s economic landscape which contributes to the economic development, job creation and sustainability(Madondo et al., 2024; Ogunsola et al., 2024). Furthermore, the township tourism SMMEs hold immense potential to promote innovation, entrepreneurship and enabling economic participation(Mutshidza et al., 2024). As the global economy becomes increasingly digitised, the importance of e-services in enhancing business performance, streamlining operations and expanding market reach is of critical importance(Fatima et al., 2024; Ocloo et al., 2024; Szostak, 2024).
The study investigated the adoption of e-services among SMMEs in the township tourism sector, aiming to uncover the key enablers and inhibitors that influence the adoption of e-services. Furthermore, highlight how the adoption of e-services can elevate township tourism SMMEs. A qualitative exploratory approach was employed, using a case study of five purposively selected SMMEs in Soweto township. Data was collected through in-depth interviews with semi-structured questionnaires and analysed using the ATLAS.ti 9 software system.
The findings revealed several factors influencing e-services adoption, including digital skills, lack of awareness, resistance to change, and limited financial resources. Despite these factors, the SMMEs recognised significant benefits of adopting e-services in their enterprises, such as improved business operations, increased competitive advantage, and enhanced customer experience.
The study developed an e-services adoption conceptual framework integrating the Technology Organisation Environment (TOE) Framework and the E-services Technology Acceptance Model (E-TAM). This framework highlights how e-services can improve business growth, sustainability, and economic development in the township tourism sector.
The research contributes to the development and sustainability of SMMEs operating in the township tourism sector by providing valuable insights into the factors influencing e-services adoption. The study also enhances the existing body of knowledge on e-services adoption, addressing practical barriers and highlighting opportunities that can empower SMMEs, strengthen the local economy, and promote sustainable tourism development.