A tool for measuring SMEs’ reputation, engagement and goodwill: A New Zealand exploratory study

Abstract

Purpose

The purpose of this paper is to develop a rating and scoring tool for measuring small and medium enterprises’ (SMEs) reputation, engagement and goodwill (REG), including internet presence and following on social media, by an exploratory study undertaken in New Zealand.

Design/methodology/approach

A discrete choice experiment (DCE) applying the PAPRIKA method via an online survey was conducted to determine weights representing the relative importance of six indicators related to SMEs’ REG. Usable responses were received from 159 people involved with SMEs. Cluster analysis to identify participants with similar patterns of weights was performed.

Findings

The six indicators, in decreasing order of importance (mean weights in parentheses), are: “captured” customer opinions about the business (0.28); contact with customer database (0.19); website traffic (0.16); Google Search ranking (0.15); size of customer database, (0.11); and following on social media (0.11). These indicators and weights can be used to rate and score individual SMEs. The cluster analysis indicates that participants’ age has some influence on their weights.

Research limitations/implications

Only 159 usable responses for the DCE.

Practical implications

The indicators and their weights provide a practical and inexpensive tool for measuring SMEs’ REG.

Originality/value

This is the first study to use a DCE to determine weights representing the relative importance of indicators included in a tool for measuring SMEs’ REG. The tool is innovative because it includes readily available indicators of firms’ internet presence and following on social media.

Citation

Whiting, R.H., Hansen, P. and Sen, A. (2017), "A tool for measuring SMEs’ reputation, engagement and goodwill: A New Zealand exploratory study", Journal of Intellectual Capital, Vol. 18 No. 1, pp. 170-188. https://doi.org/10.1108/JIC-02-2016-0028