| dc.description.abstract | E-service is the integration of business processes, policies, procedures, tools, technologies, and human efforts to facilitate both assisted and unassisted services in using the Internet and other networks. To examine impact of e-service on employee satisfaction, the researcher proposes a conceptual framework to evaluate the impact of eservice on employee satisfaction. To enable the researcher complete this research four objectives of study were established namely, to establish the influence of e-service functionality and employee satisfaction, to establish the influence of reliability and employee satisfaction, to establish the influence of e-service usability and employee satisfaction, to establish the influence of e-service efficiency and employee satisfaction.
Having established the objectives the researcher derived the following research questions from the objectives; what is the influence of e-service functionality and employee satisfaction, what is the influence of e-service reliability and employee satisfaction?, what is the influence of e-service usability and employee satisfaction?, what is the influence of e-service efficiency and employee satisfaction? The researcher formulated the research questionnaire and conducted a pilot survey to establish the validity of the instrument. A sample size was established by considering the factors of time and cost and the questionnaire sent out to the respondents who were employee of Kenya Airways.
The questionnaire was mainly closed ended questions to make it easy for the respondent to answer the questions as this was one of the main response during the pilot study. The data was mainly analyzed by making use of frequency Tables and the data summarized in frequency Tables. From the analysis the researcher found out the department that the respondent belonged to and the mode of training played a role in determining the level of satisfaction with the e-service. The age and the years that one has been in the organization did not affect the level of satisfaction with the e-service. As analyzed from the data collected the frequency of failure of e-service and security of e-service seemed not to affect the level of satisfaction with the e-service. | en_US |
