Quality Assessment of Information Systems in SMEs: A Study of Eldoret, Kenya

Abstract The use of Information Systems (IS) of acceptable quality has been viewed to be vital for improving the efficiency and effectiveness of business operations. Many SMEs in developing countries are beginning to embrace the use of IS to help improve their competitiveness. This venture, however, has not yielded the much anticipated benefits for many of these SMEs. For this reason, a number SMEs in developing countries have ended up dissatisfied with their IS investments. A considerable percentage IS solutions used within the SMEs in developing countries are inefficient and ineffective in helping meet the unique needs of the SMEs. This paper presents the results of an exploratory study into the quality of IS used within SMEs in Eldoret town, situated in Kenya. The study employs a qualitative research methodology with multiple case studies of seven SMEs. The results of the study indicate that the SMEs that participated in the study use IS solutions that were of unacceptable quality. The study further identifies factors that are responsible for this poor quality of IS and recommends actions that can be taken to improve the quality of IS within the SMEs.