E-Business and Organizational Performance: A Focus on Selected Service Industries in Nigeria

International Journal of Research and Scientific Innovation (IJRSI) | Volume VI, Issue VI, June 2019 | ISSN 2321–2705

E-Business and Organizational Performance: A Focus on Selected Service Industries in Nigeria

Uchenna, Onyemaechi¹, Larry, Achara² & Ijeoma, Ogwulumba³

^1,2,3Department of Management, Abia State University, Uturu, Nigeria
^*Corresponding Author

Abstract: – This study examined the impact of e-business and organizational performance in selected service industry in Nigeria. The broad objective of the study is to assess the impact of e-business adoption on organizational performance. The specific objectives were to: examine the nature of relationship between e-business service delivery and organizational performance; and to determine the nature of relationship between customer satisfaction in e-business and organizational performance. Two hypotheses were formulated to guide the study. Survey research design was adopted for the study. The population of the study was 839 employees of the selected companies in Lagos State. Validated questionnaire was administered to 270 respondents from which 202 correct responses were analyzed using descriptive and inferential statistics (Spearman Rank Correlation Coefficient). The research findings revealed that there is a positive and significant relationship between service delivery in e-business and organizational performance. It was also found that there is a positive and significant relationship between Customer satisfaction in e-business and organizational performance. Based on the findings we concluded that, E-business has impact on organizational performance in service industries in Nigeria. It was recommended among others that management should ensure service delivery are effective and there should be room for feedback to know where they didn’t do well, as it will enable the organization to be more effective.

Keywords: E-business, organizational performance, customer satisfaction

I. INTRODUCTION

Among the most powerful forces affecting the world economy and business today is the substantial increase in globalization aid through the use of Information and Communications Technologies (ICTs). Many authors have express that e-business provides many opportunities to create better business economics (Poon, and Swatman, 1999) and some have gone as far as indicating that e-business is the “great equalizer” (Quinn, 2018). If these statements are true then it would mean that businesses should be receiving some sort of benefit from the implementation of these practices.

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