Rendering services online gives
C. Internet and IT knowledge
The results presented here Umrah companies’ IT Readiness, Staff IT training, and government and IT and Views of the government.
IT readiness
In terms of how ready the companies are for IT and electronic services usage, about 65.1 percent of companies’ presidents/CEOs were very interested in IT which is the main reason why they shifted to electronic services. In contrast about 23.3 percent of the companies’ presidents/CEOs had no interest in IT and online services while 11.6 percent reported neither agree or disagree.
In relation to exploring the long term plan toward shifting to electronic services, it was found that 60.5 percent of the companies whose presidents/CEOs had deep interest in IT and electronic services had long term development plans.
However, 27.9 percent reported having no long term plan to shift to electronic services while 11.6 percent neither they agree or disagree. In addition, about 72.1 percent of the companies whose presidents/CEOs had a deep interest in IT and electronic services and had long term development plan reported that they made changes in their organisational structure in order for them to adapt to
7 2.3
23.3
51.2
16.3
0 10 20 30 40 50 60
1 2 3 4 5
The level of control over companies' services
148
the system. However, 16.3 percent of the companies have not made changes while 11.6 percent reported neither agree or disagree.
It was found that 74.4 percent of companies have identified the needs of IT (i.e. websites, software, applications) that need to be applied/implemented as against those which were not needed before shifting to electronic service.
Conversely, 25.6 percent did not identify the IT needs before shifting to electronic service. 90.7 percent of those companies who identified the needs on IT requirements also reported that they have clear and specific objectives in relation to the provision of electronic services (e.g. gradual shift from manual to online; intensive planning and training in light of the upcoming shift from manual to online). However, 9.3 percent showed not to have clear and specific objectives.
In addition 81.4 percent of companies identified services that need to be online against those that can be done manually. On the contrary, 16.3 percent did not identify their services while 2.3 percent reported neither they agree or disagree. Furthermore, it was observed that 76.8 percent of companies have their own websites while 20.9 percent do not have website. Moreover, 2.3 percent of companies did not answer this question.
When asked about employing online purchases, 39.5 percent of the companies were found to employ online purchases while 58.2 percent of the companies did not. About 2.3 percent did not answer this question. In addition, when asked about accepting electronic fund transfers, 81.4 percent of companies accepted while 18.6 percent did not.
The level of transformation to full engagement into electronic services/transactions among Umrah companies was also investigated. It was found that 34.9 percent think that they have fully transformed to electronic services/transactions, while 65.1 percent have yet to shift to complete transformation. Table 5.6 is a summary of the level of IT readiness among companies. Table 5.2 is a summary of the level of IT readiness among companies.
149
IT Readiness Perceive Do Not Perceive Neutral
Frequency Percentage Frequency Percentage Frequency Percentage
President/CEO has deep interest in IT and online that is why we shifted to electronic services
28 65.1% 10 23.3% 5 11.6%
The shift to electronic services was part of the long term development plan of our company
26 60.5% 12 27.9% 5 11.6%
We have made changes in our organisational
structure when we shifted to electronic services to adopt to the system
31 72.1% 7 16.3% 5 11.6%
Our company has identified the needs on IT (i.e.
websites, software, applications) that need to be applied/implemented as against those we do not need.
32 74.4% 11 25.6%
Our company has clear and specific objectives in relation to the provision of electronic services (i.e.
gradual shift from manual to online; intensive
39 90.7% 4 9.3 %
150
Table 5.2: Umrah companies views of their IT readiness
As shown in Fig 5.9, when companies asked to rate the level of IT/Internet knowledge of their employees from a scale of 1 to 5 with 1 being the lowest level of satisfaction and 5 the highest. According to the mean value given which was 3.7, most companies were generally satisfied with the level of IT/Internet knowledge of their users and 60.4 percent were very satisfied.
planning and training in light of the upcoming shift from manual to online)
Our company has identified the services (e-Umrah Packages) that need to be online as against those that can be done manually
35 81.4% 7 16.3% 1 2.3%
Our company has an official website
33 76.8% 9 20.9% Blank=1 2.3%
Our company employs online purchases
17 39.5% 25 58.2% Blank=1 2.3%
Our company accepts electronic fund transfers
35 81.4% 8 18.6%
Our company has shifted to fully electronic
services/transactions
15 34.9% 28 65.1%
151
Figure 5.9: Overall satisfaction toward IT/internet knowledge (a scale of 1 to 5 with 1 being the lowest level of satisfaction and 5 the highest)
View of IT training staff and skills development
It was observed that 55.8 percent of the Umrah companies reported that all of their employees are well trained in conducting electronic services, whereas 23.3 percent reported that not all of their employees are well trained. 20.9 percent reported neither they agree or disagree (Fig 5.10).
Figure 5.10: Training qualifications
In relation to staff classification (Fig 5.11), 83.7 percent of companies identified and classified their experienced and skilled operators and IT technicians who may work on the electronic services against those who can only work on the manual processes. On the other hand, 14 percent did not identify this while 2.3 percent of companies did not respond to the question.
4.7 9.3
25.6 30.2 30.2
0 10 20 30 40
1 2 3 4 5
The level of IT/Internet knowledge of our users
55.80%
23.30% 20.90%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
Agreement Disagreement Neutral
all of the companies’ employees are well trained in conducting electronic services
152
Figure 5.11: Staff classifications
Regarding training programs arrangement, 79.1 percent of companies sent their employees to train on IT related services in preparations for electronic services whereas 20.9 percent reported no staff training for IT (Fig 5.12).
Figure 5.12: Training programmes arrangements
Views of the government
Companies’ view of the government is an important matter in this investigation because this is an e-government project initiated by the Ministry of Hajj which aims to enhance the efficiency of dealing with applications using electronic services. It was important to explore the interactional level between the companies and government to measure the level of support given by the government in term of fulfilling all the needs and requirements that relate to the Umrah services. The companies’ views of the government includes views on
83.70%
14% 2.30%
0.00%
50.00%
100.00%
Agreement Disagreement Neutral Blank
Have identified personnel (experienced/skilled operators, IT technicians) who may work on the electronic services
as against those who can only work on the manual processes.
79.10%
20.90%
0.00%
50.00%
100.00%
Agreement Disagreement
Have sent their employees to train on IT related services in preparations for electronic services
153
whether the companies have identified the standards posed by the government through the service providers, whether the company has fulfilled the requirements of the government in terms of providing electronic services, whether the company is in constant communication with the government, the support from the government in terms of IT and IT related services (i.e. web design, IT training etc), and the support given by the government (i.e. ease and flexibility in license renewals, Umrah permits, etc.).
The findings in Figure 5.13 reveal that the majority of companies (90.7 %) agreed that their companies have identified the standards posed by the government through the service providers, while a minority of 2.3 percent did not agree. On the other hand, 7 percent of the companies neither agree or disagree.
Figure 5.13: Views on posed standards
Regarding the compliance of companies in fulfilling the requirements placed by the government (i.e terms, conditions and specifications) related to providing electronic services (Fig 5.14), around 88.4 percent of companies fulfilled all the requirements of the government. However, 2.3 percent did not fulfil the requirements given by the government while 9.3 percent of companies neither agree or disagree.
90.70%
7%
2.30%
The company recognises the standards posed by the government through the service providers
Perceive Neutral
Do not Perceive
154
Figure 5.14: Views on fulfilling government’s requirements
When asked about the constant communication with the government (Fig 5.15), it was found that 65.1 percent are constantly communicating with the government, whereas 23.3 percent of companies reported that they do not have constant communication with the government. However, 11.6 percent of companies reported neither at they agree or disagree.
Figure 5.15: Views on constant communication with government
88.40%
9.30%
2.30%
The company has fulfilled the requirements of the government in terms of providing electronic services.
Perceive Neutral
Do not Perceive
65.10%
11.60%
23.30%
The company is fully linked to the government due to constant communication with them.
Perceive Neutral
Do not Perceive
155
According to the support from the government in terms of IT and IT related services (i.e. web design, IT training etc), 48.8 percent of companies reported that they received support from the government concerning web design and IT training of their employees. However, 34.9 percent reported that they did not receive any support from the government regarding IT and its related services while 16.3 percent of companies reported neither agree or disagree (Fig 5.16).
Figure 5.16: Views on IT and related services support given by government
In relation to the support given by the government (i.e. ease and flexibility in license renewals, Umrah permits, etc.), 46.5 percent of the companies were satisfied with the support given by the government while 41.3 percent were not satisfied. 11.6 percent of the companies reported neither agree or disagree (Fig 5.17).
48.80%
16.30%
34.90%
The company has sufficient support from the government in terms of IT and IT related services (i.e. web design, IT
training etc)
Perceive Neutral
Do not Perceive
156
Figure 5.17: Views on overall support given by government
5.4 Part II (website design)
Perceived usefulness and perceived ease of use has been investigated in this research study to explore the views of the Umrah companies toward the website design. These two constructs are used to explore to what extent the websites serve the needs of the Umrah companies and whether they have direct influence on the adoption and satisfaction of e-government services.