The Impact of Sales Force Automation System on Quality Service Delivery and Sales Reporting among Micro and Small-Sized Enterprises in Kumasi Metropolis, Ghana

摘要

The study was conducted to assess the impact of Sales Force Automation (SFA) system on quality service delivery and sales reporting among micro and small-sized enterprises (MSEs) in Kumasi Metropolis in the Ashanti Region in Ghana. Through descriptive survey design, 97 managers of these MSEs purposively selected and surveyed through self-administration of structure questionnaires. Both descriptive statistics (frequency and percentage) and inferential statistics (multiple regression) data analysis techniques were used to determine the research findings. It was found that SFA applications significantly and positively predict variance in quality service delivery in the selling function of MSEs. There was also a statistically significant but moderate positive correlation between the use of SFA and quality service delivery. It was also established that the use of SFA applications significantly and positively predict variance in sales reporting in the selling function of MSEs. There was also a statistically significant high positive correlation between the use of SFA and sales reporting. It was recommended that MSEs should integrate SFA system to support their traditional selling function. Application developers were advised to create special IT applications purposely for meeting the special need of MSEs in their selling activities in developing country like Ghana since high cost of integration possess challenge for the adoption of SFA system.