EMMANUEL Ekpenyong Okon, PhD1, MORGAN Obong Morgan, PhD2, WINIFRED
Harry Emu, PhD3, HOPE Ukam Edodi, Ph.D4, EMMANUEL O. Ottoh5
1,2,4,5Department of Business Management
University of Calabar, Calabar
emmanuel.okon@unical.edu.ng
okonemmanuel2018@gmail.com
+2348032738173
3Department of Educational Management
University of Calabar, Calabar
Abstract
Despite the potential benefits of e-commerce adoption in service delivery firms, there remains a gap in
understanding its impact on firms’ performance within the context of Cross River State. This knowledge gap
poses challenges for policymakers, business leaders, and stakeholders seeking to leverage e-commerce for
enhanced service delivery and improved business outcomes. This study examined the effect of e-commerce
adoption on organizational performance in service delivery firms, with a focus on GIG Logistics Company,
Calabar, Cross River State, Nigeria. The specific objective was to establish the impact of e-commerce vendors, payment gateway platforms, and web portals on organizational performance. The population of the study was 50 employees of GIG Logistics, with a sample size of 45 determined using Cochran’s formula. A 21- item structured questionnaire served as the primary data collection tool, and the data was analysed using simple percentages and the chi-square to test the hypotheses on the impact of e-commerce on organizational
performance. The findings revealed that e-commerce vendors significantly enhance GIG Logistics operational performance. Payment gateway platforms also play a vital role in improving organizational performance by reducing transaction times, enhancing cash flow, and ensuring secure payment options. It was recommended that service delivery firms should prioritize on continuous training of employees on ecommerce platform usage, customer behaviour, and data-driven decision-making to enhance operational efficiency and improve the customer experience.
Keywords: E-commerce vendors, payment gateway platforms, web portals