Electronic payment systems; user accessibility and challenges: a case study OF Nzema East Municipality

Abstract

Electronic commerce is now thought to hold the promise of a new commercial revolution by offering an inexpensive and direct way to exchange information and sell or buy products or services. The purpose of this study was to access electronic payment systems; user accessibility and problems using Nzema East Municipality as a case study. A sample size of 380 respondents was selected from individuals and business owners in the municipality. Convenience sampling technique was adopted by the study to ensure ease in questionnaire distribution and completion. Based on the findings of the study, it can be concluded that mobile money is the most popular and most patronised electronic payment system in Nzema East municipality. Again, the study concludes that electronic payment systems in the Nzema East Municipality are not user friendly. It also concludes that availability of payment systems and convenience are the most influential factors that determine people’s accessibility of EPS in the municipality. Also, it can be concluded from the study that lack of knowledge and skills in basic computing and inadequate point of sale terminals are the biggest challenges that affect user accessibility of electronic payment in the municipality. Moreover, provision of point of sale devices, simplification of electronic payment process, improving security and reduction of cost on transactions can improve user accessibility of electronic payment systems. Finally, the study recommends that mobile money should lead the revolutionalisation of electronic payment systems amidst enforcement of regulations by regulatory bodies to ensure maximum accessibility and patronage and the introduction of Interactive Voice Recognition Technology.