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49 (probability) and non-random (non-probability) sampling techniques.
Non-random sampling techniques include convenience, judgemental, snow ball and quota sampling whilst random sampling methods comprise simple random, stratified random, cluster random and systematic random sampling (Wegner, 2007).
Stratified random sampling technique involves dividing the population into strata, “... to ensure that the profile of the sample matches the profile of the population ...,” then randomly selecting sample elements and the characteristics of those elements should mirror those of the population (Salkind, 2012:101). This sampling method is used when the characteristics of the subjects are known to be asymmetrical on some variable in the population. The FBC Holdings Limited population was uniformly divided into strata comprising executives, senior management, middle level managers, first line managers, supervisors and non-managerial employees.
The non-managerial employees comprised of, customer relationship officers, convenience banking officers, e-banking officers, credit officers, risk officers,
graduate trainees and student interns whilst managers comprised of e-banking manager, risk managers, branch manager, account relationship
managers, assistant account relationship managers, account relationship officers, operations managers and other managers. Senior managers comprised of divisional heads and other senior managers whilst executives comprised of executive directors.
The sample was structured in such a way that opinions of most employees were represented because participants were drawn from 14 departments within FBC. Opinions of employees in every category were sought in order to minimise bias. Senior management and executives may typically support and argue that the adoption of e-commerce has improved profitability, since the e-commerce strategy was adopted at a strategic and senior level. It was therefore necessary to include employees at all levels to enable the researcher to obtain objective responses from the respondents.
50 3.4.4 Multiple Data Collection Methods
Multiple data collection methods involve using more than one data collection technique and data analysis procedures to find solutions to a research problem or research question (Saunders et al., 2009). The research study made use of both qualitative and quantitative data collection and analysis techniques together with the use of primary and secondary sources of data (Curran and Blackburn (2001). Multiple methods were used to ensure the collection of sufficient data that attempts to find answers on the impact of e-commerce on FBC profitability, on how FBC is positioned in terms of e-competitiveness and how e-commerce affect the cost structure of FBC as well as enabling the researcher to qualitise and quantitise the collected data (Tashakkori and Teddlie, 2003).
Data collection for this research was made through the use of questionnaires and personal interviews. Both qualitative and quantitative data were collected during the research process. The researcher made use of multiple methods to ensure triangulation, complementarity, facilitation, generality, aid interpretation and the studying of aspects such as contribution of e-commerce towards profitability at FBC, e-competitiveness of FBC and impact of e-commerce on the cost structure of FBC (Bryman, 2006). Multiple methods are comprehensive and exhaustive in nature. These methods were used to ensure that all the relevant data were collected. Data was collected through questionnaires, interviews, documentation and coherence management view points (Yin, 2009)
3.4.5 Questionnaires
Semi-structured questionnaires comprising both open ended, closed questions, short and focused questions were used (Wegner, 2007 and Salkind, 2012). Section A of the questionnaire asked for demographic information whilst section B asked questions about adoption of e-commerce, e-competitiveness, impact of e-commerce on profitability and strategies that were recommended to FBC senior management and executives. A pilot study was carried out amongst 1 executive, 1 senior manager, 3 middle level
51 managers, 3 first line managers and 2 non-managerial employees to ensure that the questionnaire was understood by the respondents. New questions about improving awareness and competitiveness were factored into the questionnaire to ensure that adequate data was collected. Questionnaires were administered via electronic mail as well as through face to face distribution to 90 respondents from FBC Holdings Limited at FBC Centre, Samora Machel, Leopold Takawira, Southerton Branch, Bulawayo Branch, Kwekwe, Chitungwiza and Mutare branches in order to collect data. The data was collected from 14 departments within FBC Holdings. The responses to the electronically administered questionnaire were returned via e-mail.
3.4.6 Interviews
Interviewing may be viewed as a process of data collection that involves researchers asking questions to respondents, in an effort to find answers and solutions to research questions (O’Leary, 2004). Personal interviews were conducted to get data on the progress of the e-commerce strategy, FBC e-competitiveness and the impact that e-commerce has had on the profitability of FBC. Interviews were carried out with 2 senior managers and 1 executive from FBC Holdings Limited at FBC Centre. The interviews involved both formal and informal question and answer sessions between the researcher and respondents plus semi-structured interaction between interviewer and interviewee comprising 14 questions (Salkind, 2012).
3.4.7 Data and Data Sources
Wegner (2007) defined data as raw material, that is, facts and figures that is used in statistical analysis. The researcher collected data about e-commerce products such as internet banking, mobile banking, debit cards, e-mail and sms alerts, mobile moola, master cards and data about the net interest income and profits made by FBC Holdings Limited since 2009 from annual reports, interviews, questionnaires and the core banking system. However, these data only became meaningful after being processed into information through data analysis using IBM SPSS version 20 and Microsoft excel. Yin (2009), Sanders et al. (2009), Wegner (2007) and Salkind (2012) identified
52 various data sources namely internal, external, primary and secondary data sources described below.
3.4.8 Primary and Secondary Data
Primary data refers to raw facts and figures that are collected for the first time.
Wegner (2007) defines primary data as data that is captured at the point where it is formed or produced or generated. These are facts and figures that were collected by the researcher through conducting interviews and administering questionnaires. The researcher was able to collect data that was required for the purposes of the research. Secondary data refers to raw facts and figures that would have already been collected, analysed, sorted and/or processed for other purposes other than that of the research being carried out (Wegner, 2007). FBC financial reports, annual reports, core banking system, brochures, board reports, adverts and previous studies on e-commerce are part of secondary data that was used in this research.
3.4.9 Internal and External Data
This refers to facts and figures that are collected within the organisation (Wegner, 2007). Primary data collected from personal interviews with executives and senior management and secondary data from FBC annual reports, board reports, core banking system, marketing circulars and brochures data are examples of internally generated data. Internally generated data is convenient and was easier to collect than external data.
External data is data that is collected from outside FBC Holdings Limited (Wegner, 2007). Examples of external data are data about e-commerce products and profitability of banking institutions obtained from the Reserve Bank of Zimbabwe, research journals, Bankers Association of Zimbabwe and the internet. Externally generated data was expensive to collect since the researcher had to use MasterCard to purchaser the data over the internet.
However, some external data was collected through liaising with internal members of staff that deal directly with external organisations such as Reserve Bank of Zimbabwe and Bankers Association of Zimbabwe.
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