- Title
- E-service usage and satisfaction in Botswana
- Creator
- Jaiyeoba, Olumide Olasimbo, Chimbise, Totwana Tito, Roberts-Lombard, Mornay
- Subject
- Electronic service usage, Satisfaction, Health insurance
- Date
- 2018
- Type
- Article
- Identifier
- http://hdl.handle.net/10210/270252
- Identifier
- uj:28722
- Identifier
- Citation: Jaiyeoba, O.O., Chimbise, T.T. & Roberts-Lombard, M. 2018. E-service usage and satisfaction in Botswana.African Journal of Economic and Management Studies, 9(1)2-13.
- Identifier
- Link to Published Version: https://doi.org/10.1108/AJEMS-03-2017-0061
- Description
- 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...
- Language
- English
- Rights
- ©2018, authors
- Full Text
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