Influence of Mobile SMS Bill Query Application on Service Delivery by NAWASSCO AND NAIVAWASCO Water Utilities in Nakuru County

Abstract

Water utilities play a critical role in providing safe and reliable water services to the public. However, ensuring efficient service delivery can be challenging, especially in areas with limited resources and inadequate infrastructure. In recent years, the use of mobile technology has emerged as a potential solution to address some of these challenges. This study examines the influence of a mobile SMS bill query application on the service delivery of two water utilities, NAWASSCO and NAIVAWASCO, in Nakuru County. This study aimed to determine the influence of mobile SMS bill query applications on service delivery by NAWASSCO and NAIVAWASCO water utilities in Nakuru County. Delone and McLean's IS success model, derived from the information systems (IS) theory, guided the study. A cross-sectional survey research design was adopted to achieve this, and data were collected using a structured questionnaire. Purposive sampling was used to select 33 and 24 staff in NAWASSCO and NAIVAWASCO water utilities, respectively. The Census method was employed since the target population was less than 100. Descriptive and inferential statistics were used to analyze the data. OLS regression analysis was used to test the hypotheses at a 0.05 significance level. The OLS regression analysis revealed that mobile SMS bill query applications significantly influenced water service delivery in water utility companies ( β = 0.212, p < 0.05). Water utility companies in Nakuru County should continue investing in and promoting the mobile SMS bill query application. Keywords: Mobile SMS Bill Query Application, NAWASSCO and NAIVAWASCO, Service Delivery and Water Utilities DOI: 10.7176/EJBM/15-6-06 Publication date: March 31 st 2023