Influence of mobile money services on Zambia’s banking sector: a case study of Zanaco, Livingstone.
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This study examined the influence of mobile money services on Zambia’s banking sector - a case study of Zanaco Livingstone. The objectives of the study were to establish the influence of mobile money services on Zambia’s banking sector with focus on Zanaco, to determine whether mobile money penetration has outpaced traditional bank account opening. To establish whether people prefer mobile money to traditional bank accounts and to establish whether mobile money customer touch points (Kiosks and Nthembas) have an influence on traditional banking on Zanaco. A research design using qualitative and quantitative data collection methods was appropriate for this study. A descriptive research design was adopted in this study. Purposive Sampling procedure was used to select the 60 questionnaire participants. Quantitative data resulting from the questionnaires was analyzed using excel, Likert scale analysis and explanatory method on the collected data. Based on the findings on accessibility, reliability and convenience and safety of mobile money services , the resulting average mean score of 4.8 which on the Likert scale is between strongly agreeing and agreeing to the statement showing that the majority agreed that mobile money services are more accessible, more reliable and more convenient to use than banks. Furthermore, the findings on Zanacos’ revenue and profitability indicated that, the majority strongly disagreed, that Zanaco ventured into mobile money (Xapit and Agency banking) to grow its revenues and remain profitable, the resulting average mean score of 2.7 which on the Likert scale is between disagreeing and undecided to the statement. However, majority agreed on introduction of Xapit and agency banking (Zanaco Express) is a way to remain competitive and grow market share in the wake of a large number of kiosks that have been deployed across the city by mobile money service providers with the average mean score of 4.4 which on the Likert scale is between strongly agreeing and agree to the statement. From the findings this study recommends that, Zanaco to continue collaborating with mobile money service operators for continued revenue and profit realization because mobile money services are more attractive to customers for being easily accessible, reliable, and convenient.
SponsorshipThe University of Zambia
The University of Zambia