Digital Disruption and the Impact of Service Delivery by Banks in Zambia: Customers' Perspectives

Abstract

The ultimate aim of any business is to satisfy their customers. Many researchers in business and management areas have conducted different studies to measure the perception of the customer’s satisfaction; however, the actual thinking of customer’s mind is still questionable. This paper empirically explores the major considerations associated with internet enabled banking (otherwise known as digital banking) by the banking sector on service provision in five dimensions of discernment named as reliability, responsiveness, assurance, security, and tangibles. The methodology used is qualitative approach, and data analysed using SPSS in which the correlations between different factors are examined. The results revealed that the service quality is highly dependent on the reliability of using internet banking by the customers, followed by security, then responsiveness, assurance and lastly tangibles. Some suggestions and recommendations are provided to improve the digital banking service quality and in turn customer satisfaction.