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Exploring the Challenges of Customer Adoption of Digital Banking Solutions at Natsave Bank in Lusaka

Author

Listed:
  • Taonga Mweene

    (Graduate School of Business, University of Zambia, Lusaka, Zambia)

  • Mukelabai Mukelabai

    (Graduate School of Business, University of Zambia, Lusaka, Zambia)

Abstract

This study explored the challenges affecting customer adoption of digital banking solutions at Natsave Bank in Lusaka. A concurrent mixed-methods approach was employed, combining quantitative data from 96 customers and qualitative insights from 12 participants across three branches. Findings indicate that slow internet connectivity, security concerns, and frequent technical issues remain the primary barriers to adoption despite relatively high usage levels. Customers emphasized faster transaction processing and enhanced security as priority improvements. The study recommends strengthening digital infrastructure, improving customer support systems, and enhancing digital literacy initiatives to increase adoption and sustained usage.

Suggested Citation

  • Taonga Mweene & Mukelabai Mukelabai, 2025. "Exploring the Challenges of Customer Adoption of Digital Banking Solutions at Natsave Bank in Lusaka," African Journal of Commercial Studies, African Journal of Commercial Studies, vol. 6(3).
    • Handle: RePEc:cwk:ajocsk:2025-56
    DOI: 10.59413/ajocs/v6.i3.1
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    Keywords

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    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

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