The elaboration of KPIs for an e-payment system analysis: case Algeria post

Abstract

The integration of the electronic payment service is an initiative that requires a huge responsibility for the organizations since it involves citizens' money. As such, activities like monitoring and measuring performance play a vital role in the success of an e-payment system. Unfortunately there is a lack in literary works regarding the performance measurement of e-payment and designing the right Key Performance Indicators (KPI). To solve these problems, we have conducted a qualitative study with the main goal of showing the contributions of e-payment towards its users and providing managers with tools that would help them ensure the performance of this service.