School of Business

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The 14 Cost of Commercial Motorcycle Accidents in Uganda
(Taylor & Francis, 2017-04-21) Sebaggala, Richard; Matovu, Fred; Ayebale, Dan; Kisenyi, Vincent; Katusiimeh, Messarck
Understanding the cost of the road traffic accidents (RTAs) has been of interest to many scholars and policy makers for a long time. In Uganda like many developing countries in Africa, injuries due to motorcycle accidents represent a major but often neglected emerging public health problem and contribute significantly to the overall road traffic injuries. This research study therefore explored the costs of motorcycle accidents and the pain, grief and sufferings of the motorcycle accident victims using a multi-method approach. Unlike many studies on cost of accidents which use the traditional human capital approach, this study in addition to the human capital approach, applied the Willingness-to-pay (WTP) approach to estimate the cost of motorcycle accidents. WTP method was used to estimate the value that boda boda riders would pay for reducing the risk of loss of life based on Contingent Valuation (CV) method. We extend the analysis to also explore the key coping mechanisms adopted by the Boda- boda riders amidst the challenges the riders face when they suffer motorcycle accidents. The data were obtained from multiple sources, including a survey of 1600 boda boda cyclists in Kawempe and Central divisions in Kampala City, interviews with accident victims and their immediate family members, traffic police records, hospitals and national statistics on selected economic aggregates. The results show that motorcycle accidents are associated with huge economic and non-economic burden borne by the accident victims and the society as a whole. The study established that it costs approximately 7 million shillings (or 2800 USD) to treat a boda boda accident victim who is severely injured. Based on annual police statistics on motorcycle accidents for 2012; the Ugandan economy losses more than UGX 3 billion (1.2m USD) value of output due to days away from productive work as result of severe injuries and death. Likewise, the cost of motorcycle repairs amounted to UGX 350 million (140,000 USD). The study also estimated the value of preventing motorcycle accidents. The estimates show that on average boda boda riders are willing to pay Ug Shs 222,550 (89 USD) a year for a reduction in mortality risks associated with motorcycle accidents that translate into UGX 4.45 billion (US$1.78m), the value of statistical life (VOSL). Overall, the combined economic burden of the motorycle accidents (repairs, medical costs, lost output and imputed cost of pain grief and suffering) were estimated to be approximately US$ 3.6 million annually. This cost is about 0.02% of Uganda’s GDP in 2013. The key policy implication of the study is that reducing motorcycle causalities and fatalities will reduce social and economic sufferings of victims, unlock growth and free resources for more productive use. The findings provide the cost-benefit analysis of any investment in areas that will promote the prevention, treatment, care and management of motorcycle accidents in Uganda.
Action and Action-Regulation in Entrepreneurship: Evaluating a Student Training for Promoting Entrepreneurship
(Academy of Management Learning & Education, 2015) Gielnik, Michael M.; Frese, Michael; Kahara-Kawuki, Audrey; Katono, Isaac Wasswa; Kyejjusa, Sarah; Munene, John; Ngoma, Muhammed; Namatovu-Dawa, Rebecca; Nansubuga, Florence; Orobia, Laura; Oyugi, Jacob; Sejjaaka, Samuel; Sserwanga, Arthur; Walter, Thomas; Bischoff, Kim Marie; Dlugosch, Thorsten J.
Action plays a central role in entrepreneurship and entrepreneurship education. Based on action regulation theory, we developed an action-based entrepreneurship training. We investigated the question of how the training transmitted its effects on entrepreneurial action and start-up. The training put a particular focus on action insofar as the participants learned action principles and engaged in the start-up of a real business during the training. We evaluated the training’s impact over a 12-month period using a randomized control group design in a developing country (Uganda). As hypothesized, the training had positive effects on action-regulatory factors (entrepreneurial goals, action planning, action knowledge, and entrepreneurial self-efficacy) and the action-regulatory factors predicted entrepreneurial action. Entrepreneurial action and business opportunity identification mediated the effect of the training on new business start-up. Our study shows that an action-based entrepreneurship training promotes entrepreneurial action via action-regulatory mechanisms. Thus, action regulatory mechanisms play an important role in the process that leads to the new business creation.
Carbon Trade Financing Strategies and Opportunities for Competitiveness of Private Sector SMEs in Uganda
(2012-11) Kalimunjaye, Samuel; Olobo, Maurice; Kyakulumbye, Stephen
Availability of strategies and opportunities can drive SMEs competitive investment potential. In Uganda, several SMEs are emerging and their activities are having huge environmental impact hence contributing to global warming in form of carbon-dioxide release. There has been less effort to create awareness among public and private enterprises with an aim of reducing these negative effects. For example, water risks are rampant today, given population and climate change trends (www.ceres.org/), the demand for primary energy is projected to increase globally by a factor of 1.6 to 3.5 by the year 2050. Among developing countries, these factors are increasing from 2.3 to 5.2 (World Bank 2007). This study assessed corporate carbon financing strategies and competitiveness of small and Medium Enterprises with different management practices in Uganda. We used correlation analysis to find out whether there is significant relationship be- tween company factors and competitiveness. The findings indicated Pearson correlation r = 0.435. The result of 0.435** was found to be higher than the Pearson product –moment correlation coefficient critical values of 0.361. This revealed that there was a positive and statistically significant relationship between Company factors and competitiveness of SMEs.
Conflict management style in Uganda: a gender perspective
(Emerald Group Publishing Limited, 2010) Manyak, Terrell G.; Katono, Isaac Wasswa
Purpose – The paper aims to investigate whether differences exist in the conflict management styles exhibited by male and female managers at different organizational levels in Uganda. Design/methodology/approach – Using samples from organizations within Uganda, the paper utilizes the Rahim Organization Conflict Inventory to collect data. Findings – Independent sample t-tests of the hypotheses reveal that basically no statistically significant differences exist in the way men and women in Uganda handle conflict when dealing with subordinates, peers, or supervisors. Research limitations/implications – Research is restricted to a convenience sample of educated working men and women in the greater Kampala urban area. The findings serve to dispel the widely held myth that women in Uganda use significantly different management styles than men because of the patrilineal nature of the male dominated society. Practical implications – The paper shows that Ugandan women exhibit little difference from their male counterparts in how they deal with conflict. They also have much in common with their female counterparts in the developed world in confronting gender based discrimination in the workplace. Social implications – The findings of this paper neutralize some of the negative connotations about women in Uganda and may help lead to a protracted campaign to change the attitudes toward women in this patriarchal society. Originality/value – Little is known in Africa about the conflict management styles of women because they are only now becoming a significant element in the economies of developing countries. This paper fills some of gaps.
Constraints to Ugandan SME’s Participation in AGOA
(2007-12) Katono, Isaac Wasswa
Many Small and Medium Enterprises (SMEs) in Uganda have not utilized the opportunities presented by AGOA. The objective of this study was to examine the constraints that hinder these firms from utilizing these opportunities. Specifically the study examined the macro constraints facing these firms, with a view to finding solutions to them. A literature review was carried out to identify challenges to SME’s participation in AGOA. , followed by a triangulation technique in which a qualitative study (Focus Discussion Group) involving key stakeholders in this business was done to further identity these constraints and their underlying dimensions. Instrument development was next, followed by a reliability analysis in which the psychometric properties of the instrument were assessed on the basis of Cronbach’s alpha. A quantitative study was then done by administering the refined questionnaire to a group of exporters. Factor Analysis by promax (oblimin ) rotation revealed six oblique factors identifying that the most important constraints facing Ugandan SMEs are Lack of middle managers, infrastructure, technology, marketing , inadequate export credit and governance issues. The study calls for technological transfer from the developed countries to the Less Developed Countries (LDCs) in addition to addressing the other barriers. There is also a need for exporters to develop better marketing skills through training .The study implores the government to put policies in place that will enhance the development of SMEs.
Construction of an instrument to measure social valuation in an emerging market context
(Emerald Group Publishing Limited, 2011) Katono, Isaac Wasswa
Purpose – This study aims to construct a parsimonious instrument to measure social valuation in a collective setting using Uganda as an example. Design/methodology/approach – A triangulation technique was used in this study. Conversations with students, parents, teaching and non‐teaching staff at Uganda Christian University (UCU) main campus were carried out, as well as a rigorous review of the literature to gather an original set of items on social valuation. Content and face validity were carried out in order to get rid of redundant and ambiguous items. The remaining items were incorporated in a questionnaire which was pretested before being distributed to a convenience sample of 650 third‐year business students on the four campuses of UCU, each located in one of the four regions of Uganda. Findings – Principal axis factoring by promax rotation extracted six oblique factors accounting for 56 percent of the variance, namely, teaching of entrepreneurship in schools, family, knowledge, institutions, perception of education, and culture. Confirmatory factor analysis found the measurement model to have acceptable fit statistics. Research limitations/implications – The study used a convenience sample of students from four campuses of one institution in the country. Practical implications – Government and other stakeholders in the entrepreneurial sector should use the instrument developed in this study as a guide in a bid to enhance entrepreneurship. Originality/value – Existing measures of social valuation were designed in the West and may not be wholly applicable in a developing country setting. The instrument designed in this study in a collective setting should be a great contribution to entrepreneurial research and development in developing economies.
Decentralization and Conflict in Uganda: Governance Adrift.
(2010) Katono, Isaac Wasswa; Manyak, Terrell G.
This study examines the challenges that threaten one of Africa’s most ambitious experiments in political, administrative and fiscal decentralization. Based on extensive interviews with local government leaders throughout Uganda, the research uncovered a complex interplay of conflicts that impact decision-making effectiveness. The sources of these conflicts center around (a) the impact of national politics on local government as the country approaches the 2011 election, (b) the inability to meet rising citizen demand for services as the tax base of local governments continues to erode, (c) the corrosive impact of social conflicts stemming mostly from poverty and illiteracy complicated by tribal and ethnic differences, and (d) the challenges of developing honest and effective leadership in local government. Can Uganda unravel this web of conflicts to bring meaningful governance to this young nation? Indeed, many countries within the developing world are watching this experiment with a great deal of interest.
Drivers of recentralization in Uganda and effect on service delivery.
(Uganda Management Institute, 2016-11) Lwanga, Martin M.
Decentralization defined as the transfer of authority from central to local governments to perform certain duties, is seen as one of the public sector reform strategies to increase service delivery. Uganda is one of the countries whose decentralization reform was labeled ‘exceptional’ among developing countries in terms of the scale and scope of the transfer of power and responsibilities to the local level. But starting in 2005, the Government of Uganda started rethinking the policy. Among others the office of Chief Administrative Office (CAO) was recentralized taking the responsibility of CAO appointments from District Service Commission) DSCs) to Public Service Commission (PSC). This has been followed with recentralization of Kampala City under the management of a Central government appointed Executive Director and certain aspects of the Health sector. What drives this more recent development of recentralization in Uganda? Is it an indication of failure of decentralization? Scholars have argued that drivers could range from electoral politics, ethnic politics, to the need for financial accountability. This paper seeks to verify these drivers with evidence from Uganda. The paper reviews different government, public and academic literature as well as findings of other researches concerning the phenomena. Interviews were conducted with a number of key policy makers. Based on these sources the paper answer the following questions: what are the drivers of recentralization in Uganda? Further, to what extent does recentralization improve service delivery by increasing efficiency, participation, accountability and effectiveness? What are their prospects of continued recentralization in Uganda?
Examining the ADR-tistry of land mediators in northern Uganda
(2011) Akin, Jeremy; Katono, Isaac Wasswa
Land wrangles are astonishingly common in Uganda today. Recent studies show that disputes over customary land—which accounts for 80 percent of the country and nearly all land in Northern Uganda—are on the rise, especially in the wake of recent development schemes and returns from displacement. With agriculture accounting for 82 percent of the country’s labour force and nearly a quarter of its Gross Domestic Product, the prevalence of these disputes threatens Uganda’s social stability and economic development. The vital role played by access to land in the sustenance of rural livelihoods also lends itself to particularly brutal strains of conflict. These cases—viewed by many as fights for survival—are often characterised by arson, destruction of property witchcraft, physical assault, and murder. A host of different actors from both traditional and formal sectors have responded to demands to resolve these escalating land conflicts. With such a milieu of independent doctors treating the same epidemic, however, it is not surprising that duplicated efforts, technical inefficiency, and arbitrary prescriptions often result. Moreover, the capacity of both state and local institutions to efficiently handle such large caseloads is severely lacking. In response, Non-‐Governmental Organisations (NGOs) and community actors have begun offering Alternative Dispute Resolution (ADR) services to amicably and affordably resolve these conflicts among the most vulnerable populations. Yet the large working gaps between today’s justice actors and the widespread lack of enforcement of both judgments and ADR settlements remain sources of intense frustration for many people seeking justice.
Exploring the Implications of Low-Cost Leadership and Differentiation Strategies in the East African Community Market: A Perspective of Local Firms.
(2016) Ayebale, Dan
Over the past few decades, East African countries have made tremendous economic, social and political progress and are seeking to consolidate this growth with the formation of the East African Community. The Global Entrepreneurship Summit held in Kenya’s capital Nairobi in July 2015 highlighted the competitiveness of local firms in the region as having the potential to contribute to high-value added activities through innovation and entrepreneurship. Nonetheless, there are general concerns as to whether local firms can maintain their competitive advantages in the new environment of economic integration especially with the increasing entry of more resource endowed players from abroad. This conceptual paper explores the capacity of local firms to maintain their competitive edge by evolving into low-cost producers and/or differentiators. Specifically, the paper presents arguments in support of the differentiation strategy being followed by fledgling manufacturing local firms. While recognizing the limitations for local firms along this path, the paper identifies areas from previous research which address the question of upgrading from big emerging markets such as China, India, Argentina and Brazil and suggests areas that can guide future research aimed at helping local firms to be successful differentiators.
Green Information Technology Audit and Digitalization in Small Medium Enterprise (SME): Factors That Influence Intentions to Use Hotel Websites
(International Journal of Information Communication Technologies and Human Development, 2014-12) Ariwa, Ezendu; Olaya, Sarah; Katono, Isaac Wasswa
According to Chung and law (2003); Jeong et al (2003); Jeong and Lambert (2001) and Kim et al. (2003), information satisfaction is the most important requirement of online customers’ purchases decision making. This need remains largely unmet despite the growing importance of e-commerce within the hospitality industry. According to Kim et al. (2005), the changing trend in the business activities is largely attributable to the fast and improved developments in information and telecommunications. As a result, Chung and Law, (2003) noted that the Internet is also helping to drive down overhead costs for the hospitality industry and cost of information for the customers, as the traditional method of communication is slowly being phased out. Similarly Kim et al (2005) argue that the Internet gives the customers more advantages by allowing them to obtain valuable information such as prices and hotel facilities without the need of getting into contact with any sales agents. In addition, the Internet provides the customers with numerous supplies allowing customers to access a pool of products and services information from which they can make choices and compare prices.
HR Practices and OCB: Mediating Role of Employee Engagement in Soft Drink Firms in Uganda
(International Journal of Business and Social Science, 2015-09) Owor, Joseph Jakisa
The purpose of this study was to investigate the mediating role of employee engagement in the relationship between HR practices and OCB in soft drink firms in Uganda. Quantitative cross-sectional survey design (N =210) examined the relationship between nine HR practices (antecedents), employee engagement and OCB. Hypotheses were tested through correlation and hierarchical regression. All the nine antecedent variables studied were significantly related to employee engagement and employee engagement was significantly related to OCB. The hierarchical regression analysis results shows that five antecedent variables demonstrated a significant relationship with OCB - role clarity, collaboration, job security, compensation fairness, and development. This research has validated the organizational citizenship behavior model, extended the engagement model and social exchange theory and established that all the nine antecedents studied were related to engagement but only five were significantly related to OCB.
Human resource management practices, employee engagement and organizational citizenship behaviours in selected firms in Uganda
(Academic Journals Publication, 2016-01) Owor, Joseph Jakisa
The purpose of this study was to investigate the relationship between human resource (HR) practices, employee engagement and organizational citizenship behaviours (OCB) in selected firms in Uganda. Adopting a pragmatic philosophy with a quantitative methods strategy using quantitative cross-sectional survey design (N = 210) the researcher examined the relationship between nine antecedents, employee engagement and one outcome – OCB. Self-administered questionnaire of four scales were administered to sampled employees of soft drink and sugar firms Kampala, Mukono and Buikwe districts of Uganda. Hypotheses were tested through correlation and hierarchical regression. All the nine antecedent variables studied were significantly related to employee engagement and employee engagement was significantly related to OCB. The hierarchical regression analysis results shows that five antecedent variables demonstrated a significant relation with OCB - role clarity, collaboration, job security, compensation fairness and development. This research has validated the organizational citizenship behaviour model, extended the engagement model and social exchange theory and established that all the nine antecedents studied were related to engagement but only five were significantly related to OCB.
Impact of Multiparty Politics on Local Government in Uganda
(Indiana University Press, 2011) Manyak, Terrell G.; Katono, Isaac Wasswa
Following years of civil strife, Uganda emerged as a “movement only” state under the National Resistance Movement led by Yoweri Museveni. One of the major innovations of this new government was to implement a strategy of administrative and fiscal decentralization. This experiment was long hailed as an African success story, but the reemergence of multiparty politics in 2006 is having a major impact on local governance. This study traces the development of political parties and local governments in Uganda. It then examines how multiparty politics has resulted in changes that have impacted decision making at the local government level. The study concludes that multiparty politics is leading to fiscal insolvency of local governments, the creation of unviable new district governments, and administrative recentralization.
Information Communication Technology (ICT) Utilization in Private Universities in Uganda: Exploring Strategies to Improve. A Case of Uganda Christian University.
(2012-11) Kyakulumbye, Stephen; Olobo, Maurice; Kisenyi, Vincent
The study was an extension of a similar study by [1] conducted among local government staff in Uganda and was ex-tended among staff at Uganda Christian University. A total of 108 respondents out of the accessible 130 representing 83.0% response rate was realized after administering the study instruments over a period of two (2) weeks. Of the 108 respondents, 70.4% constituted staff in administration, 8.0% heads of sections and 21.6% academic staff. Data was analyzed using different statistical techniques which included descriptive statistics, mainly mean and standard deviation, Pearson Product Moment Correlation Coefficient to establish the relationships between variables and multiple regres-sion analysis to establish causal influence of factors on ICT utilization. At bivariate level, organizational support sys-tems, ICT infrastructure and users’ perceptions had a strong relationship on ICT utilization. Multiple regression analysis revealed that only user perceptions (perceived ease of use) and user knowledge and skills had a significant causal influ-ence on ICT utilization. The researcher Recommended that UCU strategic management cater for personnel ICT capac-ity building to improve their skills and therefore enhance ICT usability. Further research may consider segmenting staff by faculties and study how utilization levels differ using ANOVA. A comparative study can also be undertaken to as-sess UCU and any other private university.
The operations and effectiveness of public and private provision of solid waste collection services in Kampala.
(2012-04) Katusiimeh, Mesharch W.; Mol, Arthur P. J.; Burger, Kees
This paper compares the operations and discusses the effectiveness of public and private sector provision of solid waste collection in Kampala, Uganda. Household data suggest that the private sector is more effective than the public sector. Private sector companies provide services like container provision and providing timely and fixed collection time tables. Contrary to popular perception, fees charged by private companies are moderate. Public sector clients are charged fees even when the service is supposed to be free. Clients of private sector providers are more satisfied than those of public sector providers. It is however, revealed that while public sector serve mainly the low incomes, the private sector serves mainly the rich. In spite of these notable differences, clients of both public and private sector perceive the problem of solid waste management (SWM) in Kampala to be very serious. The effectiveness of public and private sector operations in solid waste collection in Kampala is hampered by corruption and lack of transparency. Given the situation of open competition for clients involving both public and private sector in Kampala, it is possible the public sector can operate effectively if they start commercial services officially like their private sector counterparts. This calls for a formal public-private partnership where the public and private sector can work together with the public sector dominating poor and marginalized areas while the private sector concentrates on rich neighborhoods
Revealed comparative advantage and competitiveness of Uganda’s exports with the rest of the world
(2008-04) Sebaggala, Richard
This paper examined the comparative advantage and competitiveness of Uganda’s exports with the rest world and how this has changed over the period between 2000 and 2005 with a trade-based index of the Revealed Comparative Advantage (RCA). Data used in this study was obtained from the United Nations Commodity Trade Statistics Database (UNCOMTRADE), based on Standard International Trade Classification. The results revealed that Uganda has a comparative advantage in indigenous sectors such as food and live animals, beverages and tobacco, crude materials, inedible except fuels and animal and vegetable oils and fats. Food and live animals sector has a strikingly high comparative advantage with a revealed comparative advantage. In construct, manufacturing sectors producing mineral fuels, lubricants and related materials, chemicals, manufactured goods, machinery and transport equipment and miscellaneous manufactured articles have a comparative disadvantage. However, these sectors revealed improvement in comparative advantage with the exception of mineral fuels, lubricants and related material. The paper recommends among others, protection and improvement in those sectors that recorded competitiveness. Strengthening the competitiveness of these products against rivalry countries could help in reinforcing and developing the potentials of the Uganda’s products in the world market.
Service Quality, Customer Loyalty and Customer Retention Among Private Health Care Services in Mbarara City
(Scientific Research Publishing, 2024-01-19) Nayiga Harriet; Nuwagaba Arthur; Mabel Birungi Komunda; Tom Mugizi
This study aimed to investigate the relationships between service quality, customer loyalty, and customer retention within private healthcare facilities in Mbarara City. It specifically focused on how service quality affects cus- tomer retention and loyalty, and how loyalty in turn influences retention. A cross-sectional design was used, with data collection and analysis conducted quantitatively. The study encompassed 36 operational private healthcare centres, with their customers serving as the subjects of the investigation.The study distributed self-administered closed-ended questionnaires to the participants, and the data collected was later processed and analysed using Statistical Package for Social Scientists (SPSS), version 21. To address the research objectives, Pearson correlation was utilized to examine the rela-tionships between the variables under investigation, while Ordinary Least Square regression was employed to assess the model’s predictive capability.The study revealed a noteworthy positive relationship between service qual- ity and customer loyalty, as well as a significant positive correlation be-tween customer loyalty and customer retention. However, it was deter- mined that the link between service quality and customer retention was not statistically significant. Therefore, there is a need for private healthcare management to focus on service quality to improve customer loyalty. This means that activities related to the reliability of the health staff, positive re- sponsiveness of the doctors and other employees in the health centres, en-suring that the patients are assured of quality service and equipping the health facility with the right machines that can test and treat diseases, this will help in improving customer loyalty hence customer retention among private health care services in Mbarara City. How to cite this paper: Harriet, N., Ar-thur, N., Komunda, M. B., & Mugizi, T. (2024). Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City.
Student evaluation of e-service quality criteria in Uganda: the case of automatic teller machines
(Emerald Group Publishing Limited, 2010-03) Katono, Isaac Wasswa
Purpose – This study aims to identify the most important e-service quality evaluation dimensions in an emerging market context, focusing specifically on automatic teller machines (ATMs). Design/methodology/approach – The study employs a triangulation approach, using both qualitative and quantitative methods based on a convenience sample composed mainly of students at Uganda Christian University. Instrument development was based on the results of a qualitative study. The psychometric properties of this instrument were assessed using exploratory factor analysis followed by cross-validation using confirmatory factor analysis. This was followed by hierarchical linear regression to identify the most important dimensions of e-service quality. Findings – The study establishes that tangibles, card issues, reliability and location are the most important student service quality evaluation dimensions of ATMs in Uganda. Research limitations/implications – The study utilized a convenience sample of mainly college age students; however, many of them are working and engaged in business activities. Practical implications – Managers should consider the identified dimensions when designing an ATM network to encourage usage of ATM facilities and decongest their banks. Originality/value – This study is one of the few of its nature in an emerging market context.
Understanding ICT adoption amongst SMEs in Uganda: Towards a participatory design model to enhance technology diffusion
(African Journal of Science, Technology, Innovation and Development, 2021-01-19) Kyakulumbye, Stephen; Pather, Shaun
Policy statements by the United Nations, the African Union and most African countries boldly pronounce on the anticipated benefits of the internetworked world and associated ICT to society in general and to the world of business specifically. In terms of the latter, Small and Medium Enterprises (SMEs) are recognized as being critical to the growth of developing economies. There is consensus that this sector has considerable potential for improved business outcomes through the harnessing of Information and Communication Technologies (ICTs). However, a problem of low adoption of ICT in this sector still prevails in Africa and there is a gap in our understanding of the reasons for this. In light of this problem, this paper reports on a survey of Ugandan SME owners in which their ICT pre-usage beliefs and attitudes are explored. The study identified four pre-use factors that are correlated with ICT use. The pre-usage beliefs which significantly influence decisions to adopt and use ICT include Benefit expectation, ICT learnability, User-confidence, and User-friendliness. These are found to be key determinants of ICT adoption. ICT support and ease-of-use on the other hand were factors that did not correlate with decisions to use ICT. However, it is found that there is a low predictive capability (17.7%) of pre-usage beliefs and attitudes in respect of prior use or non-use of ICT among SMEs. As such, this study found that other contextual factors constitute a greater (82.3%) predictive percentage. In light of this, the paper concludes by recommending an ICT participatory design process to mitigate ICT pre-use scepticism among SMEs owners.

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