Abstract
The purpose of this study was to assess the adoption levels of e-billing at Lusaka Water Supply and Sanitation Company (LWSSC). The objectives of the study were to establish the benefits of the adopted e-billing system by LWSSC and to identify factors affecting adoption levels of E-billing at Lusaka Water Supply and Sanitation Company (LWSSC) based on the UTAUT model. The study employed a mixed methods design known as an embedded design. The total population for this study was 80,125 customers and the sample size was 398. The questionnaires were distributed to 398 customers and 298 responded giving the response rate of 72%. Quantitative data was obtained from the questionnaires while qualitative data was obtained for the interviewed key informants who are LWSC employees. Customers were sampled using stratified random sampling while purposive sampling was used on key informants for interviews. The results showed that there is significant relationship between effort expectancy (ease of use/levels of education) and adoption of e-billing as it had a p-value of 0.03. The result further showed that facilitating conditions (accessibility to internet) had an impact on the adoption of e-billing by customers. An observed p value of 0.021 was observed against the significant level of 0.05. The chi square test also showed that social influence (sensitization) affected adoption levels of e-billing which had a p-value of 0.021. It was therefore concluded that education, access to internet/phones and sensitization had a significant relationship with adoption of e-billing.
Highlights
Lusaka Water Supply and Sanitation Company (LWSSC) is a utility company mandated to provide water and sanitation services in Lusaka Province
The results indicate that the majority of e billing users were above 41 years old and least users were between 15 to 20 years old which is depicted in the graph below
The study concluded that despite the majority of respondents indicating that adoption of e-billing is challenging, respondents were of the view that e-billing adoption has ensured that bills are received on time, more convenient than paper bills and has increased efficiency in revenue collection at LWSC
Summary
Lusaka Water Supply and Sanitation Company (LWSSC) is a utility company mandated to provide water and sanitation services in Lusaka Province. Being a quasi-government institution, its operations are sustained by revenue collected from water sales to both domestic and commercial customers. The need to improve revenue collection has prompted the company to find innovative ways to improve business processes that cannot only lower. Operational costs can improve collection efficiency and service delivery. Most water utility companies globally are taking advantage of technology advancements to find innovative ways of enhancing timely bill delivery, revenue collection and operational efficiency the introduction of electronic billing. Poel et al (2016) affirm that implementing electronic invoicing is expected to have a significant impact on the processes and transaction costs ( the costs associated with business operations). Sakala and Phiri (2019) revealed that the utilities surveyed experienced several benefits of incorporating Information and Communication Technology (ICT) in their operations Most water utility companies globally are taking advantage of technology advancements to find innovative ways of enhancing timely bill delivery, revenue collection and operational efficiency the introduction of electronic billing. Poel et al (2016) affirm that implementing electronic invoicing is expected to have a significant impact on the processes and transaction costs ( the costs associated with business operations). Sakala and Phiri (2019) revealed that the utilities surveyed experienced several benefits of incorporating Information and Communication Technology (ICT) in their operations
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