INFORMATION TO USERS This manuscript has been reproduced from the microfilm master. UMI films the text directly from the original or copy submitted. Thus, some thesis and dissertation copies are in typewriter face, while others may be from any type of computer printer. The quality of this reproduction is dependent upon the quality of the copy submitted. Broken or indistinct print, colored or poor quality illustrations and photographs, print bleedthrough, substandard margins, and improper alignment can adversely afreet reproduction. In the unlikely event that the author did not send UMI a complete manuscript and there are missing pages, these will be noted. Also, if unauthorized copyright material had to be removed, a note will indicate the deletion. Oversize materials (e.g., maps, drawings, charts) are reproduced by sectioning the original, beginning at the upper left-hand corner and continuing from left to right in equal sections with small overlaps. Each original is also photographed in one exposure and is included in reduced form at the back of the book. Photographs included in the original manuscript have been reproduced xerographically in this copy. Higher quality 6" x 9" black and white photographic prints are available for any photographs or illustrations appearing in this copy for an additional charge. Contact UMI directly to order. UMI A Bell & Howell Information Company 300 North Zeeb Road, Ann Arbor MI 48106-1346 USA 313/761-4700 800/521-0600 IMPLEMENTING A TECHNOLOGICAL INNOVATION IN SMALL BUSINESS CENTERS IN KENYA: BARRIERS AND USER CONCERNS BY JASON MUNYIRIGITHEKO B. Engr., South Gujarat University, 1990 Ed. M., University of Illinois, 1992 THESIS Submitted in partial fulfillment of the requirements for the degree of Doctor of Philosophy in Education in the Graduate College of the University of Illinois at Urbana-Champaign, 1996 Urbana, Illinois UMI Number: 9712283 UMI Microform 9712283 Copyright 1997, by UMI Company. All rights reserved. This microform edition is protected against unauthorized copying under Title 17, United States Code. UMI 300 North Zeeb Road Ann Arbor, MI 48103 © Copyright by Jason Munyiri Githeko, 1996 UNIVERSITY OF ILLINOIS AT URBANA-CHAMPAIGN THE GRADUATE COLLEGE MAY 1996 WE HEREBY RECOMMEND THAT THE THESIS BY JASON MUNYIRI GITHEKO IMPLEMENTING A TECHNOLOGICAL INNOVATION IN SMALL BUSINESS ENTITLED. CENTERS IN KENYA: BARRIERS AND USER CONCERNS BE ACCEPTED IX PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF_ DOCTOR OF PHILOSOPHY Js*#<?. Director of Thesis Research J Head of Department Committee on Final Examination^ Required for doctor's degree but not for master's. ABSTRACT IMPLEMENTING A TECHNOLOGICAL INNOVATION IN SMALL BUSINESS CENTERS IN KENYA: BARRIERS AND USER CONCERNS Jason Munyiri Githeko, Ph.D. Graduate College University of Illinois at Urbana-Champaign, 1996 Dr. Scott D. Johnson, Advisor Problem. The performance African institutions has been negatively affected by the difficulty of communicating with other institutions. Despite several attempts to use low- cost computer networks to alleviate this problem, little is known about the factors that influence the success of implementation. Purpose. This study aimed to examine the process of implementing a FidoNet Bulletin Board System (BBS) in Kenya with a focus on: (a) factors that should be considered; (b) barriers to implementation; (c) changes in the concerns of BBS users; and (d) change in BBS users' perceptions regarding the utility of the BBS. The Concerns- Based Adoption Model developed by G. E. Hall and colleagues and E. M. Rogers' diffusion of innovations model constituted the conceptual framework. Method. A case study approach was adopted with the case consisting of four Small Business Centers (SBC) and a network services provider. Observations and interviews were conducted during site visits over a four-month period. Concurrently, modems and communication software were installed and SBC staff trained in their use. Two questionnaires were pre- and post-administered to participants to measure changes in user concerns and in their perception of the BBS' utility. Results and Conclusions. The categories of factors that need to be considered were: (a) effective promotion of networking; (b) the nature and reliability of telephone services; (c) computer systems maintenance; (d) security of equipment; (e) human resource concerns: (0 communication and coordination with project participants; (g) finance and budgetary iii priorities; (h) cooperation among networking service providers; and (d) government procedures and regulations. The categories of barriers identified were: (a) interpersonal and inter-organizational conflicts; (b) technical difficulties; (c) financial constraints; (d) regulatory problems; (e) skill and motivational problems; and (f) inadequate decision support systems. At the end of the study, users still displayed the profiles of new or non-users of the innovation (BBS) and their perception of utility of the BBS showed no change; consequently, it was concluded that substantial change in user concerns and perception of utility may take much more than four months. A number of recommendations are made and several areas of further study suggested. iv DEDICATION To my wife Nduta and children, Mithamo and Wamuyu also; to my dear parents who have passed on. But his delight is in the law of the Lord; and in the law doth meditate day and night. And he shall be like a tree planted by the rivers of water that bringeth forth fruit in due season; his leaf also shall not wither; and whatsoever he doeth shall prosper. Psalms 1:2-3 ACKNOWLEDGMENTS I would like to express a special thanks to my dissertation committee Dr. Scott D. Johnson; Dr. Mildred Griggs; Dr. Robert Nelson; and Dr. Michael Waugh for their valuable critiques and recommendations. As my academic advisor and thesis director. Dr. Johnson was instrumental in steering me towards my present focus. He found new ways of doing things when I thought I had run out of viable options. Dr. Johnson's own achievements as a teacher, researcher, and writer will continue motivate and inspire me. To Dr. Mildred Griggs who provided me an opportunity to be directly involved in research and to acquire some of the skills that I needed for my own work, I have the deepest gratitude. Her research project also provided me financial support for the two of the three years I spent as a full time student at the University of Illinois. I will be forever grateful for her concern and support especially at those crucial moments of crisis. Dr. Robert Nelson was instrumental in initiating the entrepreneurs hip and small enterprise movement in Kenya and in my enrollment at the University of Illinois. He has continued to be a visionary always seeking new frontiers in entrepreneurship development and always encouraging those in this field to aim for bigger goals. I acknowledge the financial support provided by the UNDP/ILO Entrepreneurship Education Project in Kenya and by the Center for Africa Studies at the University of Illinois. I owe an irredeemable debt to my wife Nduta my children Mithamo and Wamuyu who provided a refuge and fulfillment beyond the world of academic pursuits. I thank many other people for friendship, prayers, and encouragement. They include my extended family in Kenya and members of Champaign Alliance Church. Finally, I must acknowledge the ultimate source of strength and be thankful for the privilege of a personal knowledge of He who has made abundant provisions in the last four years. He has faithfully provided as He promised: "Delight thyself also in the Lord; and he shall give thee the desires of thine heart" (Psalms 37:4). vi TABLE OF CONTENTS CHAPTER PAGE 1 INTRODUCTION 1 Purpose of the Study 2 Research Questions 3 Significance of the Study 3 Assumptions 4 Limitations of the Study 4 Definitions 4 Summary 7 2 REVIEW OF THE LITERATURE 8 National Development in Kenya 8 Small Enterprise Development 9 Entrepreneurship Development 10 Entrepreneurship Education 10 Communication and Development 11 Information 12 Innovation 15 Technology 16 Technological Innovation 17 Social Interaction Models 18 Research, Development, and Diffusion Model 18 Problem-Solver Model 18 Stage Models 19 Implementation Models 22 Diffusion of Innovations Models 22 Concerns-Based Adoption Model 26 Bulletin Board Systems 31 History 31 Utility 32 Implementation Considerations 34 Summary 35 3 METHODOLOGY 36 The Case 38 vu TABLE OF CONTENTS (CONTINUED) CHAPTER PAGE Selection of the Four Sites 40 Selection of BBS Provider 41 Site Profiles 42 Data Organizing Elements 51 Instrumentation 53 Stages of Concern Questionnaire 53 BBS Utility Questionnaire 54 Document Review, Observation, and Interview Guide 54 BBS Operator's Interview Guide 55 Data Collection 55 The Network Service Center 58 Data Analysis 59 Summary 61 4 RESULTS 62 Events and Experiences in the Field 62 Week 1 (August 24-27) 62 " 2 63 " 3 64 " 4 68 " 5 69 " 6 72 " 7 76 " 8 80 " 9 83 " 10 84 " 11 87 " 12 89 " 15 92 " 16 93 " 17 94 " 18 95 vui TABLE OF CONTENTS (CONTINUED) CHAPTER PAGE Perceived Utility of the BBS 96 Factors to Consider When Implementing a BBS 103 Promotion of Networking 104 Telephone Services 106 Computer System Maintenance 108 Security 109 Human Resource Concerns 110 Communication and Coordination 114 Finance and Budgetary Priorities 116 Cooperation Between Network Service Providers 117 Government 117 Barriers and Problems During Implementation 118 Interpersonal and Inter-Organizational Conflicts 120 Technical Difficulties 121 Financial Constraints 125 Regulatory Problems 126 Skill and Motivational Problems 127 Inadequate Decision Support Systems 130 Other Issues 130 Concerns of Users About the Innovation 131 Implications of the Concerns-Based Adoption Model 136 Summary 142 5 DISCUSSION 143 Factors to Consider When Implementing a BBS and Barriers to Implementation 143 Perception of BBS Utility 147 User Concerns About the Innovation 149 Participant Observer Effect 150 Innovation Champions and Facilitators 154 The Role of Vision 155 Conclusions 157 IX TABLE OF CONTENTS (CONTINUED) CHAPTER PAGE Recommendations 158 Suggestions for Further Research 161 Summary 163 REFERENCES 167 APPENDIX A: DOCUMENT REVIEW, INFORMAL INTERVIEWS.