The boon and bane of ICT services to small and medium-sized tourism and hospitality enterprises (SMTHEs) in northern Ghana

Abstract

ABSTRACT The adoption of Information Communication Technology (ICT) by SMTHEs is increasing – with its accompanying benefits and challenges. Yet, researchers have barely turned their attention to the benefits and challenges of using ICTs among SMEs within the hospitality and tourism industry, especially in Ghana. Informed by the Unified Theory of Acceptance and Use of Technology 2 (UTAUT 2), Diffusion of Innovation, and the Task-Technology Fit Theories, this study unlocks the benefits and hinders of ICT applications to SMTHEs. Using a qualitative research approach, 20 in-depth interviews were conducted among owner-managers and non-owner managers of accommodation, restaurants, and travel and tour agencies using purposive sampling. The study found that the adoption of ICTs leads to the survival and sustainability of SMTHEs notwithstanding noticeable challenges encountered: technology abuse, insecurity, and high cost that affect the competitiveness of these firms. The practical and policy implications of the study are discussed.