A Study of the Effects of Mobile Banking Services on the Financial Performance of Zambian Commercial Banks-A Case Study of Atlas Mara

M Siasulingana, L Haabazoka - Social Science Journal …, 2024 - ssjar.singhpublication.com
M Siasulingana, L Haabazoka
Social Science Journal for Advanced Research, 2024ssjar.singhpublication.com
This paper sought to determine the effects of Mobile Banking Services on the Financial
Performance of Zambian Commercial Banks focusing on Atlas Mara as a case study. The
study endeavoured to determine the impact of mobile banking access, mobile banking loans
and mobile banking risks on commercial banks' financial performance. The study made use
of descriptive research design. Atlas Mara Zambia's senior and middle management staff as
well as supervisors made up the study's target population. A total of 287 bank employees …
Abstract
This paper sought to determine the effects of Mobile Banking Services on the Financial Performance of Zambian Commercial Banks focusing on Atlas Mara as a case study. The study endeavoured to determine the impact of mobile banking access, mobile banking loans and mobile banking risks on commercial banks' financial performance. The study made use of descriptive research design. Atlas Mara Zambia's senior and middle management staff as well as supervisors made up the study's target population. A total of 287 bank employees were chosen as a sample using purposive and stratified random sampling. The Bank of Zambia, the Zambia Communications Authority, and the Atlas Mara Annual Reports provided secondary data, while structured questionnaires completed through Google online forms were used to collect primary data. Data analysis was carried out using descriptive and inferential statistics. Regression analysis and Pearson Correlations were used to analyse quantitative data. The study results show that, despite the fact that mobile banking accessibility and mobile banking loans have improved the financial performance of commercial banks, their success is still threatened by mobile banking risks related with the Internet and technological innovation. The study suggests that in order to improve the strength of the Internet and network coverage across the entire country, the banking industry should engage with telecommunication service providers. Commercial banks should look beyond improved accessibility and start assessing how well mobile banking's customer service functions. Commercial banks should spend money raising consumer awareness of new goods and services designed specifically for mobile banking. Commercial banks should allocate enough funds to research that could support the development of new products for use with current mobile banking platforms.
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