IDEAS home Printed from https://ideas.repec.org/a/cwk/ajocsk/2026-31.html

The Effect of Digital Transformation on Quality of Premier Banking: A Case of ZANACO

Author

Listed:
  • Nsanganyi, Christine

    (University of Zambia)

  • Mwange, Austin

    (Graduate School of Business, University of Zambia)

Abstract

This study critically examined the effect of digital transformation on the delivery of premier banking services at Zanaco, with a focus on digital banking channels, digital customer relationship management (CRM) tools, and staff digital competence. The study aimed to assess how digital initiatives influence service efficiency, personalization, and client satisfaction among high-net-worth customers. Guided by the Technology Acceptance Model (TAM) and the SERVQUAL model, the research explored the relationship between technology adoption, perceived usefulness, service quality, and customer expectations. A mixed-methods approach was employed, combining quantitative surveys of 354 high-net-worth clients with qualitative semi-structured interviews involving 12 private bankers. Quantitative data were analyzed using descriptive statistics, correlation analysis, and multiple regression, while qualitative data were analyzed thematically. The findings reveal that digital banking platforms enhance convenience, accessibility, and operational efficiency, enabling clients to perform routine transactions remotely while allowing relationship managers to focus on advisory services. CRM systems significantly improve personalization, communication, and customer satisfaction, although face-to-face interaction remains essential for complex transactions. Staff digital competence emerged as a key determinant of service effectiveness, with continuous training enhancing the ability to leverage digital tools for improved client experience. The study concludes that successful digital transformation in premier banking requires an integrated approach combining advanced technology, personalized service delivery, and skilled personnel. It recommends sustained investment in digital platforms, CRM analytics, and staff capacity development to enhance service quality and maintain competitive advantage.

Suggested Citation

  • Nsanganyi, Christine & Mwange, Austin, 2026. "The Effect of Digital Transformation on Quality of Premier Banking: A Case of ZANACO," African Journal of Commercial Studies, African Journal of Commercial Studies, vol. 7(2).
    • Handle: RePEc:cwk:ajocsk:2026-31
    DOI: 10.59413/ajocs/v7.i2.12
    as

    Download full text from publisher

    File URL: https://ijcsacademia.com/index.php/journal/article/view/471
    Download Restriction: no
    File URL: https://libkey.io/10.59413/ajocs/v7.i2.12?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Blut, Markus, 2016. "E-Service Quality: Development of a Hierarchical Model," Journal of Retailing, Elsevier, vol. 92(4), pages 500-517.
    2. Roland T. Rust & Ming-Hui Huang, 2014. "The Service Revolution and the Transformation of Marketing Science," Marketing Science, INFORMS, vol. 33(2), pages 206-221, March.
    3. Chrislay Michelo Muchimba & Muchemwa Sinkala, 2024. "An Investigation of the Effect of Service Quality on Customer Satisfaction: A Case of Zanaco Bank," African Journal of Commercial Studies, African Journal of Commercial Studies, vol. 4(3).
    4. Verhoef, Peter C. & Broekhuizen, Thijs & Bart, Yakov & Bhattacharya, Abhi & Qi Dong, John & Fabian, Nicolai & Haenlein, Michael, 2021. "Digital transformation: A multidisciplinary reflection and research agenda," Journal of Business Research, Elsevier, vol. 122(C), pages 889-901.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hossain, Md Afnan & Akter, Shahriar & Yanamandram, Venkata, 2021. "Why doesn't our value creation payoff: Unpacking customer analytics-driven value creation capability to sustain competitive advantage," Journal of Business Research, Elsevier, vol. 131(C), pages 287-296.
    2. Ji, Jie, 2025. "Trade liberalization and digital servitization: A study based on microdata from chinese manufacturing firms," Structural Change and Economic Dynamics, Elsevier, vol. 75(C), pages 654-675.
    3. Mohammed T. Abusharbeh, 2024. "Technology-Profitability Paradox in Banking Sector: Evidence from Palestine," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(3), pages 14855-14873, September.
    4. Yuanyuan Lou & Ahreum Hong & Yannan Li, 2024. "Assessing the Role of HRM and HRD in Enhancing Sustainable Job Performance and Innovative Work Behaviors through Digital Transformation in ICT Companies," Sustainability, MDPI, vol. 16(12), pages 1-18, June.
    5. Muhammad Nur Firdaus Nasir & Iqbal Jaapar & Walid Muhmmad Syafrien Effendi & Fadly Mohamed Sharif & Khairulwafi Mamat & Nurul Farhana Nasir, 2024. "Exploring the Role of Artificial Intelligence in the Design Industry: Client Satisfaction through Enhancing Quality while Preserving Human Creativity," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(3s), pages 4538-4543, October.
    6. Jun Liu & Ziwei Wang & Changjin Li & Ruofan Xu, 2024. "Exploring pathways to digital transformation: fsQCA analysis based on the AMO framework," PLOS ONE, Public Library of Science, vol. 19(12), pages 1-18, December.
    7. Zhen Gao, 2025. "The effects of service quality of hybrid electronic commerce platform on consumer’s purchase intention: An assemblage theory approach," Electronic Markets, Springer;IIM University of St. Gallen, vol. 35(1), pages 1-16, December.
    8. Dominik M. Wielgos & Christian Homburg & Christina Kuehnl, 2021. "Digital business capability: its impact on firm and customer performance," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 762-789, July.
    9. Jinqiu He & Huiwen Su, 2022. "Digital Transformation and Green Innovation of Chinese Firms: The Moderating Role of Regulatory Pressure and International Opportunities," IJERPH, MDPI, vol. 19(20), pages 1-21, October.
    10. Sujeeth Ungratwar & Dipasha Sharma & Satish Kumar, 2025. "Mapping the digital banking landscape: a multi-dimensional exploration of fintech, digital payments, and e-wallets, with insights into current scenarios and future research," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-22, December.
    11. Alkaraan, Fadi & Elmarzouky, Mahmoud & Hussainey, Khaled & Venkatesh, V.G., 2023. "Sustainable strategic investment decision-making practices in UK companies: The influence of governance mechanisms on synergy between industry 4.0 and circular economy," Technological Forecasting and Social Change, Elsevier, vol. 187(C).
    12. Ewa Cieślik, 2024. "From traditional to digital servicification: Chinese services in European manufacturing," Networks and Spatial Economics, Springer, vol. 24(4), pages 927-965, December.
    13. Rizvi, Syed Kumail Abbas & Rahat, Birjees & Naqvi, Bushra & Umar, Muhammad, 2024. "Revolutionizing finance: The synergy of fintech, digital adoption, and innovation," Technological Forecasting and Social Change, Elsevier, vol. 200(C).
    14. Zheng, Liyuan & Zhang, Sheng & Gao, Di & Liu, Jingwei, 2025. "How does digital investment drive real-sector engagement? Theoretical and empirical evidence," International Review of Financial Analysis, Elsevier, vol. 108(PB).
    15. Kashyap, Abhishek & Shukla, Om Ji & Kumar, Rupesh & Alam, Md Mahmudul & Oberoi, Sarbjit Singh, 2025. "Online retailing and the metaverse: Addressing stakeholder impediments in e-commerce," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
    16. Chen, Chen & Xue, Zhixin, 2025. "New-type infrastructure and corporate digital transformation: Evidence from a multimethod machine learning approach," Finance Research Letters, Elsevier, vol. 74(C).
    17. Yang Li, 2025. "Literature Review on Business Model Innovation: Digital Technology Perspective and Suggestions for Future Research," SAGE Open, , vol. 15(2), pages 21582440251, June.
    18. Ding, Jiantao & Yin, Yingkai & Kuang, Jinsong & Ding, Dezhi & Madsen, Dag.Øivind & Yang, Kunyu, 2024. "The impact of enterprise digital transformation on financial mismatch: Empirical evidence from listed companies in China," Finance Research Letters, Elsevier, vol. 66(C).
    19. Qiwei Zhou & Shuang Cheng & Feiqiang Fu & Jingmin Zhang & Yingxu Jiang, 2025. "Enterprise digital transformation as a double-edged sword for employees: an investigation based on the Job Demands-Resources model," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-16, December.
    20. Wang, Wei & Wang, Hong, 2025. "The impact of women at the helm: Catalyzing or impeding digital transformation in family businesses?," International Review of Financial Analysis, Elsevier, vol. 108(PA).

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    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
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:cwk:ajocsk:2026-31. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Charles G. Kamau (email available below). General contact details of provider: https://ijcsacademia.com/index.php/journal .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.