A study of the effects of mobile banking services on the financial performance of Zambian commercial banks: a case study of Atlas mara.

The introduction of mobile banking has completely transformed the financial industry, providing customers with unparalleled ease of access and convenience. This paper explores the complex relationship between mobile banking and the financial performance of commercial banks. The study employs a descriptive research design and specifically targets senior and middle management professionals, as well as supervisors, at Atlas Mara Zambia. A rigorous sample of 287 bank employees were carefully chosen using stratified random sampling procedures. The study utilized secondary data from reputable sources such as the Bank of Zambia (BOZ) and Atlas Mara published Annual Financial Reports. In addition, primary data was collected using closed ended questionnaires. The study's analytical methodology was based on a comprehensive approach that uses both descriptive and inferential statistics. Regression analysis and Pearson’s correlations coefficient were skillfully used to analyze quantitative data. The results of this study shed light on compelling argument: the accessibility of mobile banking and loans has undeniably caused positive changes in the financial performance metrics of commercial banks. Based on the results, the study provides practical suggestions to strengthen the mutually beneficial connection between commercial banks and mobile banking services. An important idea is to encourage creative collaborations between the banking sector and telecommunication service providers in order to strengthen nationwide Internet and network coverage. Furthermore, the report proposes a fundamental change in the way commercial banks operate, going beyond simply increasing access to mobile banking and instead prioritizing the improvement of customer service quality through these channels. Moreover, commercial banks are strongly urged to initiate comprehensive consumer awareness efforts, clearly explaining the wide range of new goods and services designed specifically for the mobile banking system. Furthermore, it is recommended to make careful and wise investments in research and development to stimulate innovation in current mobile banking platforms, guaranteeing their ongoing significance and effectiveness in fulfilling changing consumer needs. Ultimately, this study emphasises the urgent need for stakeholders in the banking industry to use mobile banking as a driving force for significant change, while also managing the complex array of risks and opportunities that come with this new digital landscape.

Grantor dc:publisher

The University of Zambia

Year dc:date.issued

2024

Author dc:creator

• Siasulingana, Misozi

Language dc:language.iso

en

Repository record dc:identifier.uri

https://dspace.unza.zm/handle/123456789/8940

OAI identifier oai:identifier

oai:dspace.unza.zm:123456789/8940