Abstract
Purpose: The study seeks to establish the level of usage of e-services (websites and email) by
Botswana Public Officers Medical Aid Scheme (BPOMAS) and PULA Medical Aid (PULA)
customers; the level of satisfaction; perceived value; and benefits derived from the website and
email services.
Design/methodology/approach: 200 BPOMAS members and 100 PULA members were sampled.
Systematic sampling technique was used to select the participants. A questionnaire mainly guided
by the E-S-QUAL and E-RecS-QUAL scales was designed to gain an in-depth understanding of
customers’ perceptions and experiences of e-service quality.
Findings: It was established that there is a positive and significant relationship between the usage
of e-services and benefits derived from e-services and between the usage of e-services and
satisfaction. In addition, a nexus of relationship was observed between perceived value of the eservices
and satisfaction...