Table 1.

Identification of enablers or critical success factors (CSF).

Code	Critical Success Factor (Enabler)	Description	Source (s)
SMME1	Simple and Easy to use	It is an easy way to interact with customers, with little to no complicated tasks.	[53,78]
SMME2	Perceived Value	Assessing a product's value is determined by weighing the benefits gained against the costs incurred.	[21,79]
SMME3	Customer Support	All customer-business interactions enhance the customer experience and strengthen their relationship with the business.	[60,75]
SMME4	Assurance	A promise or a positive statement aimed at instilling confidence.	[46,80]
SMME5	Speed of Response	The rate at which a device or measurement system responds and produces the output.	[44]
SMME6	Perceived Firm Innovativeness	Stakeholders believe social media generates novel, creative, and efficient ideas and solutions.	[55,68]
SMME7	Loyalty Intentions	The willingness to make a repeat purchase following a positive experience.	[70,81]
SMME8	User friendly	It is simple to navigate and meets the customer's needs.	[71,78]
SMMEF9	Reliable	Reliable and true to its commitments.	[69,82]
SMME10	Safe for Data Sharing	It allows stakeholders to exchange data within their network securely.	[33,62]
SMME11	Useful for Information	Information obtained through social media platforms and tools should be relevant to its intended purpose.	[9]
SMME12	Content creativity	Marketing that captivates consumers through innovative ideas and content on social media channels.	[71]
SMME13	Consumer Involvement	The involvement and engagement of consumers in any event or activity on social media.	[53]
SMME14	Control Mechanism	Social media platforms use different methods to maintain activity within predetermined limits.	[70,73]
SMME15	Public opinion	The collection of opinions, attitudes, and beliefs a community expresses.	[46]
SMME16	Legal support	Social media support offers legal knowledge and counseling for users' rights and violations while safeguarding and advancing online interactions.	[54]
SMME17	Appropriateness for business	The appropriateness and relevance of using social media for a specific purpose or event within a business context.	[63]
SMME18	Customized Engagement	Providing customized and personalized solutions means catering to each customer's unique needs.	[75]
SMME19	Trust on the platform	The level of assurance users have in the security of online platforms encompasses people, technology, and processes.	[83]