Digital Transformation in Zambia’s Banking Sector: A Systematic Review of Innovation, Customer Experience, and Strategic Challenges
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Abstract
This study provides a comprehensive systematic review of the impact of digital transformation on Zambia’s banking sector, examining its influence on innovation, customer experience, and operational efficiency, while also identifying strategic challenges. The review synthesizes findings from peer-reviewed literature published between 2014 and 2024, focusing on emerging market dynamics and Zambia-specific constraints. The primary objective is to explore how digital tools enhance service delivery, optimize processes, and foster financial inclusion while assessing the barriers that limit these benefits.
A thematic analysis was employed to categorize studies into customer experience, operational efficiency, and regulatory challenges. Key findings indicate that digital transformation significantly improves customer convenience and engagement through mobile and online banking services. However, limited digital literacy, infrastructural deficits, and stringent regulatory frameworks hinder comprehensive adoption.
Recommendations emphasize the adoption of regulatory sandboxes to balance innovation with security, partnerships with telecom providers to improve connectivity, and digital literacy programs to boost engagement and trust. Future research should investigate fintech integration and the long-term effects of digital banking on financial inclusion in rural areas. This paper contributes to the ongoing discourse on digital transformation in developing economies, providing actionable insights for policymakers, financial institutions, and researchers.
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References
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