Influence of E-Commerce on Public Service Delivery in the Water and Sanitation Corporation (WASAC) Group in Rwanda
DOI:
https://doi.org/10.47604/jppa.3831Keywords:
E-commerce, Public Service Delivery, Digital Transformation, Water and Sanitation Corporation (WASAC), Rwanda, E-government, Mobile Money, Institutional PerformanceAbstract
Purpose: This study investigated the influence of e-commerce adoption on public service delivery within the Water and Sanitation Corporation (WASAC) Group in Rwanda. As digital transformation increasingly becomes a key pillar of national development, the study sought to establish how e-commerce strategies contribute to enhancing institutional performance and improving the quality of utility service provision.
Methodology: The study employed a quantitative research design using a descriptive approach to examine the relationship between e-commerce strategies and public service delivery. Primary data were collected through structured questionnaires administered to a stratified sample of 117 employees and management staff of WASAC Group, yielding a response rate of 92.3%. Data analysis was conducted using Statistical Package for Social Sciences (SPSS), with descriptive statistics and multiple regression analysis used to determine the nature and strength of the relationship between the variables.
Findings: The findings revealed a strong and statistically significant positive relationship between e-commerce adoption and public service delivery. The regression analysis showed that e-commerce strategies explained 71.6% of the variation in service delivery outcomes (R² = 0.716, p < .001), with a highly significant predictive coefficient (β = 0.846). Descriptive results further indicated that respondents strongly agreed that digital platforms have reduced transaction times, improved billing transparency, and enhanced customer satisfaction. Overall, the study established that e-commerce serves as an important driver of operational efficiency, financial accountability, and citizen-centered service delivery within public utility institutions.
Unique Contribution to Theory, Practice and Policy: The study recommends that WASAC Group continuously improve the user-friendliness and accessibility of its digital platforms to enhance customer experience. It further recommends the implementation of targeted digital literacy programs aimed at reducing the urban-rural digital divide and promoting wider adoption of electronic services. In addition, investments should be made in resilient information technology infrastructure to ensure reliability and continuity of digital services. Policymakers should create an enabling environment by subsidizing data costs, enforcing payment interoperability standards, and strengthening cybersecurity frameworks to promote equitable, secure, and sustainable digital service delivery in Rwanda.
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Copyright (c) 2026 Rudasingwa Innocente, Dr. Eugenia Nkechi Irechukwu, (PhD)
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