ABSTRACT
Aim of the study: This study focused on analyzing adoption of electronic billing system among consumer of public institution in sub Saharan countries more specific in Tanzania. Specifically the study assessed how dynamic capability and social capital are predicting the adoption of electronic billing system among customers of public institutions in Tanzania.
Methodology: The study employed qualitative research approach to capture in-depth information on the influence of dynamic capability and social capital on electronic billing system adoption. Open ended interview were used to collect data from 20 customers of Tanzania Electric Supply Company limited (TANESCO) in Iringa region office. Data analysis was done using thematic analysis method where researcher noted themes from what respondents’ answers which were later used as sub them of dynamic capability and social capital.
Findings: Findings using thematic analysis revealed that dynamic capability and social capital has influence on the adoption of electronic billing system among customers in Tanzania. Based on the findings, this study concluded that dynamic capability has an exploratory meaning on adoption of electronic billing where skills such as reading and writing skills, computer skills, adaptability skills and actual intelligence skills influence customers on the adoption of electronic billing system. In addition it is concluded that social capital have contribution in pushing consumer adoption of electronic billing system.
It is recommended that, the service provider that is TANESCO should develop training program to enable their customer to possess skills related to reading and writing skills, computer skills, adaptability skills and actual intelligence skills which have found to enable adoption of electronic billing system. From the findings, it was also recommended that customers should fight themselves to learn from others so that they can be able to move with changes in technology.
Key words: Electronic Billing System, Dynamic Capability, Social Capital
