Impact of cash lite payment system performance in public service vehicles in Nairobi city county

Abstract

This study was carried out with the aim of investigating the effect of adopting Cash Lite payment system on the performance of the public service crew in Nairobi. The study sought to achieve four objectives: evaluate the extent of use of Cash Lite payments system; evaluate the performance of Cash Lite payment system; evaluate the benefits of using Cash Lite payments system and evaluate the challenges in the use of Cash Lite Payment system. The target population for the study was all the PSVs operating in Nairobi City County and out of which a sample of 105 respondents was selected through stratified random sampling. Primary data was collected through questionnaires administered to the Public Service Vehicles Crew members since they are the ones who use the system to collect fare. The data collected was analyzed using percentages, descriptive statistics and regression analysis. The findings revealed that 44 percent of the PSVs use the system to a moderate extent to collect fare, 38 percent to a small extent used the system to collect fare, and 17 percent are not using the system at all in collecting fare. There is an unwillingness of the crew to report the correct daily collections hence why few are using the system. The study revealed 82.7 percent of the crew interviewed said increase daily collections was only to a small extent Some of the reasons cited include delays in technical support.. However, the respondents indicated that the system is easy to use and over 55 percent had received some training on how to use it. Accessing timely technical support was a challenge 56.9 percent of the respondents said their access to timely technical support was to a small extent. Ease of maintenance was cited as a challenge especially handover of gadgets between crew of different. Moderate positive correlations were found between the performance of the crew and frequency of using the system to collect the fares; training on usage and type of gadget adopted. The PSV crew studied revealed that the adoption of the Cash Lite payment system explains 39.9 percent of their performance. If adoption is enforced, Cash Lite system has the potential to improve on the Crew performance.