An Investigation into Adoption of Electronic Banking by Customers in Zambia: A Case of ZANACO.
| dc.contributor.author | MUKONDE, Elina | |
| dc.date.accessioned | 2024-06-28T13:26:30Z | |
| dc.date.available | 2024-06-28T13:26:30Z | |
| dc.date.issued | 2024 | |
| dc.description.abstract | This research report explores the adoption of electronic banking by customers in Zambia, focusing specifically on the case of ZANACO (Zambia National Commercial Bank). The study aimed to investigate the determinants of electronic banking service acceptance and identify obstacles related to its implementation in the Zambian banking sector. A case study approach was employed, with a purposive sample of 100 ZANACO customers participating in the study. Data was collected through self-administered questionnaires and analyzed using both statistical techniques and thematic analysis.The findings reveal various determinants influencing the implementation of electronic banking in Zambia, including customer perceptions of security and privacy, ease of use, convenience, trust in the banking system, technological infrastructure, and awareness of electronic banking services. Challenges such as limited internet connectivity, inadequate digital literacy, and customer resistance to change were also identified. The research provides strategic insights for ZANACO and other banks in Zambia to enhance the adoption and usage of electronic banking services. Recommendations include conducting awareness campaigns, improving digital literacy, enhancing security measures, and strengthening technological infrastructure. By addressing these findings, ZANACO and other banks can develop effective strategies to promote electronic banking and overcome customer adoption challenges in Zambia's banking sector. | |
| dc.description.sponsorship | Self | |
| dc.identifier.uri | localhost:4000/handle/123456789/300 | |
| dc.language.iso | en | |
| dc.publisher | University of Lusaka | |
| dc.title | An Investigation into Adoption of Electronic Banking by Customers in Zambia: A Case of ZANACO. |