AN ASSESSMENT OF THE IMPACT OF INFORMATION SYSTEMS ON

ORGANISATIONAL PERFORMANCE IN TELECOM NAMIBIA

A THESIS SUBMITTED IN PARTIAL FULFILMENT OF THE

REQUIREMENTS FOR THE DEGREE OF MASTER OF BUSINESS

ADMINISTRATION

OF

THE UNIVERSITY OF NAMIBIA

BY

LETTY N. NAMWOONDE

201310131

APRIL 2019

SUPERVISOR: DR NOBERT JERE (WALTER SISULU UNIVERSITY)

CO-SUPERVISOR: PROF GRAFTON WHYTE (UNIVERSITY OF NAMIBIA)

ABSTRACT

Information systems (IS) play a crucial supportive and transformational role in

organisations. This research sought to assess the relationship between information
systems and organisational performance at Telecom Namibia (TN). To achieve the
objectives of the research, a mixed method approach was used. Quantitative data was
collected using a semi-structured questionnaire, whilst qualitative data was collected
through semi- structured interviews. The sample for this research comprised of
permanent employees at TN in the Windhoek vicinity, which was 150. The
questionnaire was administered electronically. Eighty-one (81) of the sample responded
to the questionnaire, resulting in a response rate of 54 percent, which was considered as
a sufficient representation of the population. Interviews were conducted with
purposively sampled managers who had been at TN for more than 10 years. The
research findings revealed that the majority of the respondents had access to various IS
to enable them to perform their duties. The findings also revealed a positive relationship
between information systems use and organisational performance at TN. Organisational
performance was considered in terms of user performance and the four domains of the
Balanced Scorecard (BSC) namely: customers, financial performance, internal business
processes, and learning and growth. The researcher recommends that organisations
should embrace IS to have a competitive edge and improve service delivery to their
customers. The researcher also recommends that future studies be based on larger
samples of employees drawn from a broad range of organisations.

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