An exploratory study on the success factors influencing the adoption of an e-service system at NAMFISA in Windhoek Namibia
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Date
2022
Authors
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Journal ISSN
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Publisher
University of Namibia
Abstract
One of the ways that public sector organisations can improve efficiency and
effectiveness in service delivery is through the use of e-services. The study
was triggered by the fact that NAMFISA has acquired an Enterprise resource
planning (ERP) system for the benefit of both the customers and NAMFISA
but the ease of access to view debtors' account statements online had remained
a challenge to NAMFISA customers. The purpose of this study was to
identify the factors that influence e-service adoption at NAMFISA.
The research was conducted using a quantitative method and exploratory survey
design. 49 NAMFISA employees were administered questionnaires using a
5-point Likert scale questionnaire. The data collected was analysed using
Statistical Package for Social Sciences (SPSS) version 23.0 for descriptive
statistics and exploratory factor analysis. The extraction method used was
Principal Component Analysis (PCA). The findings were presented in graphs
for demographics analysis, and tables for descriptive and factor analysis. The
findings of the study show that the most important key factors influencing e service adoption at NAMFISA include; perceived improved service delivery, design of content and usability, behavioural intention and effort, and performance expectancy. These factors can be summarised as, “organisational”, “technological” and lastly the third factor is “customer satisfaction”. The study shows that the main barriers hindering the adoption of e-service at NAMFISA include: privacy and security, digital divide, and lack of top management support by NAMFISA staff, which can be
summarised as “technical” and lastly, the second factor is “technology”.
Based on the findings, the researcher recommended that management should
pay special attention to perceived improved service delivery, effort and performance expectancy, design of content and usability, and behavioural intention factors, and should ensure that these factors are met, in order to increase e-service automation of a modern electronic system for clients to view debtor account statements online. Similarly, e-service project teams should think about these obstacles and how to overcome them before implementing e-service systems.
Description
A thesis submitted in partial fulfilment of the requirements for the Master of Business Administration (Finance)
Keywords
E-service system, NAMFISA, Automation