A framework for the application of the national quality infrastructure by small and medium-sized enterprises in developing countries - the case of South Africa

Abstract

The primary purpose of this study was to develop a suitable framework for the application of Quality Infrastructure (QI) services by Small and Medium-Sized Enterprises (SMEs) in South Africa. The QI is a vital system that binds different helices within its value chain, including users of its services, such as firms and consumers. The framework contributes to the need to encourage SMEs to use QI services to optimise their business performance. The literature review suggested six significant factors as determinants to encourage SMEs to use QI services. The choice of research design was a sequential multi-method approach (qualitative followed by quantitative). Phase one involved qualitatively exploring the six factors from QI experts’ perspectives through semi-structured interviews, followed by focus groups with QI practitioners and SME representatives. A thematic analysis approach was applied during the data analysis. The validity and reliability of the data were tested via different strategies of trustworthiness, including debriefing. The results from phase one were used to design the questionnaire in phase two. The questionnaire was distributed to SMEs’ representatives and their associations. Data analysis in phase two was able to leverage the potential confirmation of the confirmatory factor analysis (CFA) after using the exploratory factor analysis (EFA). A conceptual measurement model was presented during EFA consisting of 28 variables represented by six primary constructs. Thus, the research design culminated in the final framework to achieve the study's main purpose. The six important factors that emerged from the study and were included in the final framework include (1) education; (2) requirement; (3) awareness; (4) impact resulting from the QI; (5) collaboration; and (6) affordability. The framework provides a much-needed building block towards an effective QI that the key QI institutions and other interested parties in South Africa can use.