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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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    References listed on IDEAS

    as
    1. Nasser Abdo Saif Almuraqab & Alyza Mae Cruz, 2024. "Revealing Major Factors of Digital Banking Adoption: A Literature Survey," Eurasian Studies in Business and Economics, in: Mehmet Hüseyin Bilgin & Hakan Danis & Ender Demir & Elcin Aykac Alp & Serkan Çankaya (ed.), Eurasian Business and Economics Perspectives, pages 363-372, Springer.
    2. Omar GARGOURI, 2023. "Digital Banking Services: Customers’ Pros And Cons. A Theorical Literature Review," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 13(2), pages 5-13, June.
    3. Zwane, Siboniso & Wannenburg, Elizma & Jager, Johan de, 2023. "Gender Differences and the Usage of Online Banking Services in Swaziland," Journal of Business and Social Review in Emerging Economies, CSRC Publishing, Center for Sustainability Research and Consultancy Pakistan, vol. 9(3), pages 233-244, September.
    4. Miss Estelle X Liu, 2021. "Stay Competitive in the Digital Age: The Future of Banks," IMF Working Papers 2021/046, International Monetary Fund.
    5. Jabir Ali, 2023. "Factors Affecting the Adoption of Digital Banking Services in India: Evidence from World Bank's Global Findex Survey," Journal of Developing Areas, Tennessee State University, College of Business, vol. 57(2), pages 341-358, April-Jun.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    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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