Out of the 26 interviewees, only two employees stated that they did not use online services often. This implies that 24 employees use online services either daily or a few times a week or a month. Further, the survey revealed that twelve and six employees were satisfied and very satisfied with online services respectively. The remaining six interviewees were dissatisfied with online services. The mode of those who expressed satisfaction was 18; therefore, the majority of the users were content with online services. Fifteen out of the 26 interviewees stated that online services were easy to use. Seven of them were indifferent regarding the ease of the utilization of services, and four stated that it was difficult to use services.
According to the survey, only nine people read the user manual. Seven of them found services easy to use, and the other two said that services were neither easy not difficult to utilize. The number of people who attended the training that explained how to use online services was 11. Four of them were indifferent concerning the ease of using services, while seven admitted that it was easy to use them. The mean number of people who found it easy to use online services is 9. Seventeen individuals stated that they believed the training would encourage them to use online services, and six interviewees were not sure whether training would encourage them to use services. Three interviewees admitted that training would not encourage them to use online services. None of the people who believed that training would encourage them to use services found it difficult to use services. The mean of persons who found it easy to use services after undergoing training was 12. All of them stated that it was either easy or neither easy nor difficult to use services.
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In this survey, four employees had a masters degree, fourteen had a bachelors degree, two had a diploma or an equivalent, and six had a high school certification. Out of the 26 employees, 19 interviewees were satisfied. Two of them had a masters degree, fourteen had a bachelors degree, one had a diploma, and two had a high school certification. Out of the seven people who were dissatisfied, two had a masters degree, one had a diploma, four had a high school certification, and none had a bachelors degree. The mode and median of the people who were satisfied was 14. Both measures of central tendency represent persons who had a bachelors degree. Similarly, the mode and median of persons who were dissatisfied were 4. On a scale where the persons with a high school diploma form the lowest quartile and those with a masters degree constitute the highest quartile, the inter-quartile range among the satisfied employees is 10. The range reveals that most of those who were satisfied were highly educated individuals. The standard deviation of the education levels of the persons who were satisfied with online services is 5.36. This is a high value that indicates that there is a high variation of the education levels of the people with different education levels.
According to the findings of the survey, the introduction of online services will increase employee satisfaction. This is because 18 out of 24 online services users admitted that they were either satisfied or extremely satisfied with services. Jeon & Choi (2012) concur that there is a relationship between employee satisfaction and utilization of online services. The company can reduce resistance by encouraging the employees to read the manual and attend training. Further, the organization should provide training manuals and organize more training sessions to make it easier for the employees to use online services. Heathfield (2016) agrees that employees should be empowered to contribute to the change process for them to accept change with ease. Finally, the organization should hire employees with high qualifications since such individuals seem to appreciate the benefits of online services. The survey results reveal that there is a direct relationship between the level of education and the use of online services. The study by Kiraz and Ozdemir (2006) supports this idea. The authors show that there is a relationship between teachers who are highly qualified and the adoption of technology.