Browsing by Author "Atwiine, Ivan"

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    An assessment of Customer Perception Towards Electronic Billing in National Water and Sewerage Corporation
    (Makerere University Business School, 2023) Atwiine, Ivan
    The main purpose of the study was to examine ways of improving customer perception towards e-billing/invoicing in National Water and Sewarage Corporation (NWSC). To conduct this study, the researcher employed a cross-sectional research design which was considered appropriate given the time frames within which the study had to be conducted. The research study considered a population of 230,000 meter holders in Kampala, Wakiso and Mukono, where a sample of 335 customers was drawn using a simple random sampling technique. The unit of analysis was NWSC and the unit of inquiry was the customers. The researcher collected primary data using a self-administered questionnaire. The instrument was tested for validity using the Content Validity Index and reliability using Cronbach Alpha and the threshold was met. Good practices of ethical behaviour during research studies were respected and these included voluntary participation, anonymity of the respondents and respect for scholarly works which ruled Plagiarism. The response rate was 89% . The data was analyzed using SPSS. The key findings of the study revealed the following. Electronic billing was perceived to be beneficial to the clients and this represented Mean=4.13 of the average mean. Additionally, there exist challenges in the use of electronic billing method at NWSC representing Mean=3.4 of average mean. The open ended questions suggested strategies for improving the electronic billing system at NWSC. The researcher recommends areas of further study to be done on using a longitudinal research design to track customer perceptions.