An exploratory study on the success factors influencing the adoption of an e-service system at NAMFISA in Windhoek Namibia
| dc.contributor.author | Nafuka, Helvi | |
| dc.date.accessioned | 2022-10-10T09:10:28Z | |
| dc.date.available | 2022-10-10T09:10:28Z | |
| dc.date.issued | 2022 | |
| dc.description | A thesis submitted in partial fulfilment of the requirements for the Master of Business Administration (Finance) | en_US |
| dc.description.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. | en_US |
| dc.identifier.uri | http://hdl.handle.net/11070/3278 | |
| dc.language.iso | en | en_US |
| dc.publisher | University of Namibia | en_US |
| dc.subject | E-service system | en_US |
| dc.subject | NAMFISA | en_US |
| dc.subject | Automation | en_US |
| dc.title | An exploratory study on the success factors influencing the adoption of an e-service system at NAMFISA in Windhoek Namibia | en_US |
| dc.type | Thesis | en_US |