Electronic payment systems adaptation and revenue collection, moderating effect of customer work experience at national water and sewerage corporation Uganda

Abstract

The study examined the effect of electronic payment systems adaptation on revenue collection, moderating effect of customer work experience at National Water and Sewerage Corporation. The study was guided by four objectives which included assessing the effect of customer exposure to electronic payment systems on revenue collection at NWSC, the effect of customer accessibility to electronic payment systems on revenue collection at NWSC, the influence of customer support mechanisms on revenue collection at NWSC and examining the moderating effect of customer work experience on the relationship between electronic payment systems adaptation and revenue collection at NWSC. The study employed a descriptive and cross-sectional research designs with both quantitative and qualitative research approach. The study considered sample size 399 participants which were determined following Slovin, R. (1960) formula but 311 managed to respond back showing a response rate of 78.0 percent. The respondents were selected using stratified simple random and purposive sampling technique. Data was collected using a closed-ended questionnaire and interview and analysis was done using Social Package for Social Scientists and content analysis to produce means, standard deviation, factory analysis, relationships and regression. The study findings revealed that customer exposure had a significant and positive relationship with revenue collection at (r = .422**, P< 0.01). Customer accessibility was also significantly and positively related with revenue collection at (.259**, P < 0.01). There was a relationship between customer support mechanisms and revenue collection at (r= .567**, P < 0.01). From the regression analysis, multiple regression showed that combined constructs of electronic payment system with its constructs Customer exposure, Customer accessibility, Customer support mechanism collectively accounted for 34.5% (Adjusted R Square = .345) of the variance in revenue collection. Using Beta values, the results also revealed a positive and significant effect customer exposure on revenue collection at (Beta = .254, p=.000<0.05). Customer accessibility, it positively predicted revenue collection at (Beta =.171, p=.009 <0.05). Customer support mechanisms was also found to be positively and significantly predicting revenue collection at (Beta =.508, p=.000 <0.05). It was revealed that customer work experience as a moderating variable between electronic payment systems adaptation and revenue collection at NWSC. This concluded that customer support mechanism is the major predictor of revenue collection at National water and sewerage Corporation. It was recommended that there is need to employ techniques such as anonymity and confidentiality in data collection to encourage participants to provide more genuine responses without fear of judgment or societal expectations, there is need for promoting openness and trust within the research environment, parliament should allocate resources towards improving the training and development of customer support representatives to ensure they possess the necessary knowledge and skills to effectively address customer inquiries and concerns, NWSC management should prioritize ongoing training and development programs for customer support representatives and NWSC management should focus on improving the accessibility and responsiveness of customer support channels, such as phone and email.