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

Christine Nsanganyi; Austin Mwange

doi:10.59413/ajocs/v7.i2.12

Authors

Christine Nsanganyi University of Zambia Author
Dr. Austin Mwange Graduate School of Business , University of Zambia Author

DOI:

https://doi.org/10.59413/ajocs/v7.i2.12

Keywords:

Digital Transformation, Customer Relationship Management, High Net-Worth Individuals, Digital Channels, Zambia National Commercial Bank

Abstract

This study critically examined the effect of digital transformation on the delivery of premier banking services at Zanaco, with a specific focus on digital banking channels, digital customer relationship management (CRM) tools, and staff digital competence. Recognizing the growing role of technology in reshaping financial services, the study seeks to understand how these digital initiatives affect service efficiency, personalization, and overall client satisfaction among high-net-worth customers. Guided by the Technology Acceptance Model (TAM) and the SERVQUAL model, the research investigates the interplay 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 of 12 private bankers. Quantitative data were analyzed using descriptive statistics, correlation analysis, and multiple regression to measure the relationships between digital banking platforms, CRM systems, staff digital competence, and premier banking service delivery effectiveness. Qualitative data were subjected to thematic analysis to provide in-depth of client experiences and managerial perspectives. 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 strategic advisory services. CRM systems significantly improve client personalization, communication, and satisfaction; however, face-to-face engagement remains critical for high-value or complex transactions. Staff digital competence was identified as a crucial determinant of service effectiveness, with training and continuous skill development enhancing the ability of personnel to translate digital tools into meaningful client experiences. These findings align with TAM, emphasizing perceived ease of use and usefulness, and SERVQUAL, highlighting responsiveness, assurance, and empathy in service delivery. The study concluded that effective digital transformation in premier banking requires a strategic integration of technology, personalized service, and skilled personnel. Recommendations include continued investment in user-friendly digital platforms, advanced CRM analytics, and structured staff training programs to maintain competitive advantage and high levels of client satisfaction.

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