Date of Award
Master of Science (MS)
Information Systems and Quantitative Analysis
Dr. Yong Shi
This thesis focuses on issue of broaden Customer Acceptance in Electronic Bill Presentation andPayment (EBPP). Following the overview of EBPP’s concept, benefit, snapshot of the overall marketplace, the thesis studies the current existing models with it’s entity, process, and relationship. The important part of the thesis is to explore the main elements to one of the key barriers of EBPP, Customer acceptance according to TAM (Technology Acceptance Model) and Diffusion of Innovation Model, and provides the several key solutions to broaden Customer acceptance of EBPP. The thesis concludes with pointing out the limitation of this thesis and the suggestion of possible future research and looking forward to the future market of EBPP. Thesis contains five chapters. The CHAPTER I. INTRODUCTION defines the EBPP is the delivery of bills from Billers to Customers mainly through Internet; reviews the benefits to the both Biller and Customer; realizes the EBPP’s potential market growth with current low’adoption rate tepid the EBPP deployment. The CHAPTER II. ENTITY, PROCESS, AND RELATIONSHIP OF EBPP MODELS studies the six entities of EBPP, included Biller, Biller Service Provider, Biller Payment Provider, Customer, Customer Service Provider, Customer Payment Provider, and process of EBPP with Service Initiation, Bill Presentment, and Payment and Remittance. The complex process with a range of models, which include direct, consolidator, and syndicator is discussed. CHAPTER III. EXPLORE THE ELEMENTS TO AFFECT CUSTOMER ACCEPTANCE TO DEPLOY EBPP points out that low Customer acceptance impedes EBPP growth, studies the EBPP literature and user acceptance model in MIS, and explores the four factors (usefulness, ease of use, observability, and risk) and related elements affect the Customer acceptance, which are Customer low awareness, lack of a compelling reason, lack of incentive, trust and risk, uncertainty about security and privacy, inaccuracy and unreliable, difficult to use, bank slow react, legal issue, standard, and poor Customer service. CHAPTER IV. SOLUTION ANDSTRATEGY TO BROADEN CUSTOMER ACCEPTANCE OF EBPP suggests six solutions to broaden the Customer acceptance, which are chose right model, build solid EBPP system, chose a right vendor, and provide good Customer service, make aggressive marketing approach, and be proactive bank and Biller. CHAPTER V. CONCLUSION provides the overall of future market of EBPP.
Hallis, Shawn, "Customer Acceptance is the Key to Success of Electronic Bill Presentment and Payment" (2002). Student Work. 1654.
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