The Effect of Digital Transformation on Quality of Premier Banking: A Case of ZANACO

Christine Nsanganyi and Austin Mwange
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Christine Nsanganyi: University of Zambia
Austin Mwange: Graduate School of Business, University of Zambia

African Journal of Commercial Studies, 2026, vol. 7, issue 2

Abstract: This study critically examined the effect of digital transformation on the delivery of premier banking services at Zanaco, with a focus on digital banking channels, digital customer relationship management (CRM) tools, and staff digital competence. The study aimed to assess how digital initiatives influence service efficiency, personalization, and client satisfaction among high-net-worth customers. Guided by the Technology Acceptance Model (TAM) and the SERVQUAL model, the research explored the relationship between technology adoption, perceived usefulness, service quality, and customer expectations. A mixed-methods approach was employed, combining quantitative surveys of 354 high-net-worth clients with qualitative semi-structured interviews involving 12 private bankers. Quantitative data were analyzed using descriptive statistics, correlation analysis, and multiple regression, while qualitative data were analyzed thematically. The findings reveal that digital banking platforms enhance convenience, accessibility, and operational efficiency, enabling clients to perform routine transactions remotely while allowing relationship managers to focus on advisory services. CRM systems significantly improve personalization, communication, and customer satisfaction, although face-to-face interaction remains essential for complex transactions. Staff digital competence emerged as a key determinant of service effectiveness, with continuous training enhancing the ability to leverage digital tools for improved client experience. The study concludes that successful digital transformation in premier banking requires an integrated approach combining advanced technology, personalized service delivery, and skilled personnel. It recommends sustained investment in digital platforms, CRM analytics, and staff capacity development to enhance service quality and maintain competitive advantage.

Keywords: Digital Transformation; Customer Relationship Management; High Net-Worth Individuals; Digital Channels; Zambia National Commercial Bank (search for similar items in EconPapers)
JEL-codes: G21 M31 O33 (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:cwk:ajocsk:2026-31

DOI: 10.59413/ajocs/v7.i2.12

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