Assessing Adoption Levels of Electronic Billing by Lusaka Water Supply and Sanitation Company

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.