All the respondents indicated that they are aware of the e-commerce products offered by FBC Holdings Limited. Only 1 senior manager indicated that he has used all e-commerce products namely SMS banking, Mobile Moola, FBC Blue, MasterCard, ATM, Internet Banking, Point Of Sale and E-mail & SMS
59 Alerts. Efforts are being made to create awareness through conducting monthly product knowledge tests on FBC Group’s product offering. All (100%) respondents indicated that they think that their customers are aware of FBC e-commerce products.
The table 4.1 below shows the extent to which e-commerce products are used in FBC.
TABLE 4.1 FREQUENCY OF USE OF FBC E-COMMERCE PRODUCTS
N Mean Std. Deviation Variance
Statistic Statistic Statistic Statistic SMS Banking frequency of
use 66 2.1818 1.18852 1.413
Mobile Moola frequency of
use 66 2.2727 1.36489 1.863
FBC Blue frequency of use 66 1.3758 1.22570 2.033
Mastercard frequency of use 66 5.9091 4.00559 4.022
ATM frequency of use 66 3.9545 .83079 .690
Internet Banking frequency
of use 66 5.8485 4.32714 1.761
Point of sale frequency of
use 66 4.3788 3.14711 1.316
E-mail & sms alerts
frequency of use 66 5.5000 4.33877 1.792
Valid N (listwise) 66
On average the respondents use SMS banking and mobile moola on a daily basis as indicated by the means of 2.1818 and 2.2727 in Table 4.1 respectively. This is mainly because people generally buy airtime frequently.
FBC Blue is the least used product by the respondents as depicted by the mean of 1.3758 and the highest skewness of 1.470. This product seems to be misunderstood by the employees both in terms of relevancy and functionality.
MasterCards are less frequently used as well as they are used more than monthly with a mean of 5.9091. Points of Sale are used fortnightly as indicated by the mean of 4.3788.
60 Senior management respondents and executive respondents use products such as SMS banking, ATMs, Mobile Moola, internet banking, point of sale, email & SMS alerts plus MasterCard and FBC Blue. Contrary to these findings, Middle level managers respondents, first line managers respondents, supervisors and non-managerial employees respondents use SMS, ATMs, Mobile Moola, ATM, internet banking, point of sale, email & SMS alerts and rarely use MasterCard and FBC Blue. From the interviews with senior managers and executives, it was found out that senior management use the e-commerce products when they travel for business meetings and on holidays. It was also found out that senior management are involved in strategic issues of the company and hence travelled locally and abroad and use MasterCard in hotels, stores and international banks.
4.4.1 FACTORS THAT ENCOURAGE EMPLOYEES TO USE AND ADOPT FBC E-COMMERCE PRODUCTS
The respondents agreed that safety and security is critical in ensuring successful adoption of e-commerce products in FBC. This was evidenced by the lowest mean of 1.0909 indicating that the respondents strongly agreed to that notion. This was also supported by the lowest variance of 0.28968 against the highest variance of 0.60707 as the respondents seemed to have varying opinions on the extent to which their perceived easiness of use of e-commerce products affect their adoption of the products or channels. These findings are summarised in Table 4.2.
Table 4.2 Factors affecting adoption of e-commerce
Safety and security of
e- commerce
product
Trust and confidence
in the e- commerce
product being
used
Potential benefit expected
to be derived from using
the e- commerce
product
Computer or technological literacy and
know how
E-commerce product awareness,
knowledge and understanding
Perceived ease of
use
Perceived level of
risk associated
with using the e- commerce
product
Mean 1.0909 1.3788 1.2273 1.2727 1.1818 1.4091 1.2727
Std.
Deviation
.28968 .48880 .45726 .44877 .38865 .60707 .44877
Variance .084 .239 .209 .201 .151 .369 .201
Skewness 2.913 .511 1.818 1.045 1.689 1.211 1.045
Adopted from Pavlou (2003) and Davis et al (1989).
The findings from Table 4.2
the fact that product awareness, knowledge and understanding are crucial elements in adoption of technology. This was also supported by a low variance of 0.151 and a skewness of
rank 2, which represented “agree” on the likert scale used in the study.
Figure 4.2 shows a graphical illustration of all the factors that affect acceptance of e-commerce technology when
actually transacting using the products or channels.
Figure 4.2 Factors affecting adoption or acceptance of e
Overall, the respondents were in agreement with the fact that the factors such as level of trust and confidence in the e
potential benefits expected to be derived from using the e
products, computer or technological literacy, product awareness (product knowledge and understanding) and perceived risk affected the intention as well as the actual use
supported by all the means falling below 2, standard deviations and variances falling below 1 respectively whilst the skewness was less than 3 on the likert scale from strongly agree represented by 1 up to stro
represented by a rank of 5.
0.00 0.50 1.00 1.50 2.00 2.50 3.00
able 4.2 also show that the respondents agreed largely to the fact that product awareness, knowledge and understanding are crucial elements in adoption of technology. This was also supported by a low variance of 0.151 and a skewness of 1.689, which was more inclined to the rank 2, which represented “agree” on the likert scale used in the study.
Figure 4.2 shows a graphical illustration of all the factors that affect commerce technology when deciding to transact or when
using the products or channels.
actors affecting adoption or acceptance of e-commerce
the respondents were in agreement with the fact that the factors such as level of trust and confidence in the e-commerce products being used, potential benefits expected to be derived from using the e
products, computer or technological literacy, product awareness (product knowledge and understanding) and perceived risk affected the intention as well as the actual use of e-commerce technology or products. This is supported by all the means falling below 2, standard deviations and variances falling below 1 respectively whilst the skewness was less than 3 on the likert scale from strongly agree represented by 1 up to strongly disagree represented by a rank of 5.
Mean
Variance Mean Std. Deviation Variance Skewness
61 also show that the respondents agreed largely to the fact that product awareness, knowledge and understanding are crucial elements in adoption of technology. This was also supported by a low 1.689, which was more inclined to the rank 2, which represented “agree” on the likert scale used in the study.
Figure 4.2 shows a graphical illustration of all the factors that affect deciding to transact or when
commerce
the respondents were in agreement with the fact that the factors such ducts being used, potential benefits expected to be derived from using the e-commerce products, computer or technological literacy, product awareness (product knowledge and understanding) and perceived risk affected the intention as commerce technology or products. This is supported by all the means falling below 2, standard deviations and variances falling below 1 respectively whilst the skewness was less than 3 on the likert ngly disagree
Std. Deviation
62