Measuring E-Commerce Success in Telecommunication Organisations in the Koforidua Municipality (Working Topic: Testing of Delone and Mclean Model of e-commerce success on the operations of the telecommunication organisations in Koforidua Municipality)

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The telecommunication networks are getting increasingly popular as a new distribution channel for e-products and e-services. The success in e-commerce goes a long way to enhance the way business is done and its relevance to customers in terms of benefit from e-commerce implementation and satisfaction with the implementation. Both the popular and academic literatures promise many benefits to be derived from e-commerce systems. Many companies have started adopting e-commerce as a secondary arm to their business. The number of successes has been relatively small and the lessons, which can be learnt from these organisations, are outlined in this thesis. Since the project is about assessing how the telecommunication organisations (MTN, VODAPHONE AIRTEL and TIGO) do business electronically and the rate of success, the e-commerce success models by Delone and Mclean comes to play to capture and display the important elements and to offer a handy shorthand way of referring to. In the attempt to test the research model and achieve the research objectives, a structured questionnaire was conducted among Koforidua e-commerce customers in the Eastern Region of Ghana. The questionnaire was designed to collect data related to demographics and possible factors affecting the success of e-commerce from individual customers, institutional customer and the telecoms. All of the scale items were measured using a five-point Likert-type category-scaling format. Judgemental sampling is used to select the population of telecommunication organisations who are good prospects for accurate information on e-commerce activities. Convenience sampling is used to select the easiest population of customers from which to obtain information about the service provided to them by these organisations. The study concludes with relevant findings in assessing the e-commerce success in telecommunication organisations in Koforidua.
A thesis submitted to the Institute Of Distance Learning, Kwame Nkrumah University of Science and Technology in partial fulfilment of the requirements for the degree of COMMONWEALTH EXECUTIVE MASTERS OF BUSINESS ADMINISTRATION,2012