Drivers of Digital Billing Systems and Performance of Kenya Power Company in Kisumu County

Purpose: This study focused on the drivers of digital billing and performance of Kenya Power and Lighting Company Limited. The study was guided by four specific objectives namely; to assess the effect of timeliness, ease of use, billing accuracy and billing costs on Performance of Kenya Power and Lighting Company Limited. Methodology: This study adopted a descriptive survey research design. The study was carried out in Kenya Power and Lighting Company Limited in Kisumu. The target population for the study comprised of all the 2060 customers of Kenya Power and Lighting Company Limited in the County of Kisumu. Stratified sampling was adopted to select customers with respect of the mode of use. Sample of the study was 335 customers as determined by Yamane ‘s 1967 formula. Primary data was sourced using a semi structured questionnaire that was subjected to validity and reliability test for determination of its strength for the study. Data collected was coded for input in SPSS version 24 software that assisted on analysis of descriptive statistics for determination of; frequencies, percentages, means and standard deviation. Inferential statistics comprised of Multiple Regression and Correlations of the study. Data was presented in form of tables. Findings: The results of the study indicated that the digital billing drivers had a significant influence on performance of Kenya Power and Lighting Company Limited, Kisumu County, Kenya. In terms of impact Ease of Use was ranked first, followed by Billing Costs, Billing Accuracy and Timeliness. Unique Contribution to Theory, Policy and Practice: The study recommends for Kenya Power and Lighting Company Limited to apply good digital systems as they enhance the performance of the company. Further studies are encouraged on the same variables of the study in other organizations having the pre-paid system.