Challenges of implementing the strategy of mobile-based transaction systems by Kenya Power & Lighting Company Limited
Abstract
The aim of this study was to establish the challenges facing the implementation of the
mobile-based transaction strategy by KPLC. The following research questions guided the
study: What are the challenges facing KPLC in the implementation the strategy of
Mobile-Based transaction systems? And what are the measures taken by KPLC to
overcome the challenges of implementing the strategy of mobile-based transaction
systems?
This study adopted a case study design. A case study approach was necessary considering
the nature of the target informants. The required data was obtained through self-report
methods, namely, in-depth interviewing and document analysis. The data for the study
was collected from the top management of KPLC. Two methods of data collection were
applied. They included: in-depth interviewing and document analysis. Qualitative data
was analyzed through content analysis. The key findings of the study revealed that the
challenges to implementation of the MBTS strategy by KPLC include: delay in roll out of
plan; down times by the mobile operators; support from third parties in provision of
acceptable level of services; delays in executing transactions; network issues; customer
reload of wattage units; poor customer buy-in; last minute rush to make payments; high
cost of transactions; dented KPLC brand; change management; decentralized decision making;
poor adoption of the service; and poor communication approaches to customers.
Some of the outstanding measures taken to overcome such challenges were found to
include the following: hiring of expertise; staff redeployment; staff training; increased
budgetary allocations; changes in leadership; multi-sectoral stakeholders’ involvement
and participation; customer sensitization and education drives; involvement of third
parties to drive the innovations; regular infrastructure upgrades; and re-branding.
Citation
MBA ThesisSponsorhip
University of NairobiPublisher
School of Business, University of Nairobi