Challenges of ICT adoption and utilisation in small rural restaurants : a case study of the KwaZulu-Natal Midlands

Abstract

Information and communication technology (ICT) has become an essential element in the hospitality industry around the world over the past few decades, with particular benefits accruing to restaurant owners. Restaurants within poorer areas, however, often struggle to access the relevant technologies. This article investigates the challenges confronting ICT adoption and utilisation in restaurants in a rural setting. Twelve small restaurants in the Midlands of KwaZulu-Natal, South Africa were investigated. The findings indicate large discrepancies between three groups: the top two thriving businesses; the majority group of middle-level enterprises, which exhibited varying levels of success; and the remaining two restaurants, which were clearly struggling to survive. Their success in adoption of ICT corresponded closely in nearly all instances with these success levels. The challenges to adoption and utilisation of ICT were found to centre on cost, owners’ lack of familiarity with ICTs, and a corresponding lack of ICT skills amongst staff. The inability of imported software packages to suit local needs also emerged as a significant issue.