A study of the effect of digitalization on customer satisfaction: a case of standard chartered bank Zambia.
| dc.contributor.author | Chibwe, Changu | |
| dc.date.accessioned | 2024-10-31T08:22:21Z | |
| dc.date.available | 2024-10-31T08:22:21Z | |
| dc.date.issued | 2024 | |
| dc.description | Thesis of Master of Business Administration General. | |
| dc.description.abstract | This study examines the effect of Digitalization on customer satisfaction. It is a case of Standard Chartered Bank Zambia. With the rapid advancement of technology reshaping the financial landscape, the adoption of digital banking services has become a critical area of interest. In recent years, the Zambian banking sector has undergone significant digitalization, providing services such as mobile banking, online transactions, and ATM accessibility. In this evolving context, it is crucial for banking institutions and policymakers to understand how digitalization affects customer satisfaction. To investigate this relationship, the study employs a theoretical framework that integrates established theories. The Unified Theory of Acceptance and Use of Technology (UTAUT) is utilized in our research. This theoretical foundation guides the exploration of how customers of Standard Chartered Bank Zambia perceive and interact with digital banking services and the subsequent impact on their overall satisfaction. A mixed-methods approach is employed in this research, incorporating questionnaires, interviews, and data analysis of customer responses from Standard Chartered Bank Zambia. The Tronchim formula was utilized to determine a sample size of 400 respondents for the study. Additionally, separate interviews were conducted with five bank staff members involved in the transition process and handling customer feedback. The findings reveal significant insights into the complex dynamics between digitalization and customer satisfaction. Factors such as convenience, accessibility, speed, customer alerts for transactions, and real-time feedback emerge as crucial mediators in determining customer satisfaction in a digitized banking environment. The results of this study have valuable implications for both Standard Chartered Bank Zambia and policymakers. These findings are crucial for remaining competitive and guaranteeing customer satisfaction in a constantly evolving and technology-driven industry, as digital banking continues to progress. The main recommendations for the banking sector in Zambia are to improve internet security, offer real-time responses to digital banking inquiries, combine mobile and online banking into one app, and include investment options on digital platforms. These steps will help banks meet customer needs, focus on security, and enhance customer satisfaction in the digital era. | |
| dc.identifier.uri | https://dspace.unza.zm/handle/123456789/8932 | |
| dc.language.iso | en | |
| dc.publisher | The University of Zambia | |
| dc.title | A study of the effect of digitalization on customer satisfaction: a case of standard chartered bank Zambia. | |
| dc.type | Thesis |