Exploring the Challenges of Customer Adoption of Digital Banking Solutions at Natsave Bank in Lusaka

Taonga Mweene and Mukelabai Mukelabai
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Taonga Mweene: Graduate School of Business, University of Zambia, Lusaka, Zambia
Mukelabai Mukelabai: Graduate School of Business, University of Zambia, Lusaka, Zambia

African Journal of Commercial Studies, 2025, vol. 6, issue 3

Abstract: This study explored the challenges affecting customer adoption of digital banking solutions at Natsave Bank in Lusaka. A concurrent mixed-methods approach was employed, combining quantitative data from 96 customers and qualitative insights from 12 participants across three branches. Findings indicate that slow internet connectivity, security concerns, and frequent technical issues remain the primary barriers to adoption despite relatively high usage levels. Customers emphasized faster transaction processing and enhanced security as priority improvements. The study recommends strengthening digital infrastructure, improving customer support systems, and enhancing digital literacy initiatives to increase adoption and sustained usage.

Keywords: Digital Banking; Adoption; Natsave Bank; Barriers; Zambia (search for similar items in EconPapers)
JEL-codes: G21 M15 O33 (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:cwk:ajocsk:2025-56

DOI: 10.59413/ajocs/v6.i3.1

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