dc.description.abstract | E -Services Online Store in Kenya operates in an environment of continuous technological changes.
These changes have compelled the need to bring about responses that can address performance in the
midst of turbulence. Several technological advancements have been on a continuous basis in the ecommerce
space and this study sought to analyze the technological changes and explore its effect on
performance. The research was guided by the technology acceptance model, the diffusion innovation
theory and the resource-based theory. The research employed the qualitative research design targeting
top management officials namely the CEO, strategy manager, business manager, ICT manager, risk
manager marketing manager and operations manager. During the case study process, data was
collected using interview guides that were personally carried by the researcher. The collected data
was cleaned and subjected to content analysis to make conclusions and recommendations. The
findings revealed that changes have occurred in various areas of technology application ranging from
the use of social media platforms to introduction of various applications to enhance the capabilities of
the E -Services Online Store platform. This include the use of business intelligence and analytics for
reporting, use of integrated systems and On Time Passwords (OTP) to enhance security, the use of
virtual internet to respond to customer needs, contactless deliveries, E -Services Online Store and
AWS among others. These changes have been implemented to respond to the changing customer
need and to survive in the constantly evolving technological environment. The changes in technology
were found to have affected various functional areas in the organization such as human resource,
finance, production, culture and infrastructure as well as the management structure. Whereas
technological changes have been attributed to improvements such as increased innovation, broader
customer base and increased sales, other performance indicators such as profitability were found to
be in a deep. The study recommends investing in technology strategically to maintain positive
performances. Since E -Services Online Store Kenya is undisputedly the leading e-commerce platform
in the Country, it should optimize on the existing technologies to reap maximum benefit rather than
spending resources and attempting to adopt technologies that may not translate to verifiable results in
the Kenyan market. Secondly, to ensure high employee retention, the company should innovate new
areas of production and service offerings to create more jobs hence retaining the best talent and adopt
a practical return policy that is friendly to customers to ensure continued customer satisfaction. | en_US |