Diffusion of Electronic Water Payment Innovations in Urban Ghana. Evidence from Tema Metropolis

• Main Authors: Godfred Amankwaa, Festus A. Asaaga, Christian Fischer, Patrick Awotwe
• Format: Article
• Language: English
• Published: MDPI AG 2020-04-01
• Series: Water
• Subjects: water bills; electronic/mobile payments; customer awareness; Ghana
• Online Access: https://www.mdpi.com/2073-4441/12/4/1011

Recent advances in mobile technologies, especially in the utility payment space, are having an increasingly profound impact on our daily lives and offer advantageous services in the utility sectors. This paper examines the prevalence and patterns of customer uptake of an electronic water payment (EWP) system and its implications for water delivery in the Tema Metropolitan Area, Ghana. Data for the study comprised a survey of 250 utility customers and the review of a 12-month water use and customer payment database from a water supply company. Results indicate that although customers were aware of EWP’s existence, overall uptake was very low. EWP awareness and intention to use EWP were not significantly associated with customers’ gender, phone/mobile money ownership, educational status, and water usage. However, age, employment status, income, and means of receiving monthly bills were found to be statistically different in relation to the awareness of EWP. These findings offer several implications for water service and utility providers to market mobile payment solutions and to increase the consumer uptake of these services and payment options.