The use of qualitative evidence in e-services systems implementation

Transition from paper-based system to web-based e-service system requires understanding the end-user perception. Such understanding can enhance the systems development and implementation process. If there is a friction between the paper-based and web-based system the user may offer resistance to its acceptance. The case study derives the discussion on the basis of prevailing circumstances. The argument on user acceptance, systems development, and implementation process is embedded in the current case study.