Influence of electronic transactions on Zesa’s performance amid digital payment adoption

Author

Chishiri, Tinovimbanashe

Title

Influence of electronic transactions on Zesa’s performance amid digital payment adoption

Abstract

This study aimed to evaluate the impact of electronic transactions on the performance of the Zimbabwe Electricity Supply Authority (ZESA) in the Mrewa region. The research focused on assessing the influence of digital payment platforms on key performance indicators, including revenue collection, bill payment timeliness, and customer satisfaction. A Likert-scale questionnaire survey was conducted with ZESA customers in the Mrewa area to gather data on their experiences and perceptions regarding the use of electronic transactions. The findings indicate that the adoption of digital payment methods has had a generally positive impact on ZESA's performance in the region. Respondents reported improvements in revenue collection, with more customers making timely bill payments, as well as an increase in overall customer satisfaction levels. However, the study also identified several significant barriers that are hindering the wider adoption of electronic transactions among ZESA customers in Mrewa. These barriers include the lack of access to digital devices, unreliable internet connectivity, perceived complexity of digital payment platforms, security and privacy concerns, and the overall lack of digital literacy. To address these challenges and leverage the benefits of electronic transactions, the study recommends that ZESA should: 1) improve digital inclusion and accessibility, 2) enhance the userfriendliness of digital payment platforms, 3) strengthen cybersecurity and data privacy measures, 4) deliver comprehensive digital literacy programs, and 5) continuously monitor and evaluate the performance of electronic transactions.

Date

2024

Publisher

BUSE

Keywords

Amid digital payment adoption

ZESA

Zesa's performance

Supervisor

N/A