E-PAYMENT SYSTEM PRACTICE AND CHALLENGES: THE CASE OF TOTAL ETHIOPIA

Abstract

The main objective of this paper is to examine the practice and challenges of E-fuel payment system In Total Ethiopia. Semi-structured questionnaires were administered to two hundred fifty five (255) e-fuel card bearers and 25 employees of the organization. Descriptive statistics were employed to analyze data from respondents. The study revealed the Total e-fuel payment system user practice; customers can operate and use it easily. However, customers faced different problems associated with e-payment service. Some of the problems that customers indicated were the network failure, power failure, cheating, deliver invoices and using the card without filling the fuel. Apparently, there are no any kinds of mechanism to control the disruption of fuel cards. In addition, suggestions of the respondents indicated that there is a presence of reconciliation problem between station operation and head office and gap of information exchange between the two extremes. Based on the findings, it is recommended that a proper designation of controlling mechanism create internal controls systems should be developed that could be applied uniformly across all departments involved in the implementation of the fuel card system at office level and also it needs to develop link between company, station and customers.