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Author
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Chimanga, Tafadzwa T.
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Title
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The Relationship between digital banking services adoption and customer perceived value in Zimbabwe: the case of ZB bank
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Abstract
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This study investigates the relationship between digital banking services adoption and customer perceived value in Zimbabwe, focusing on a case study of ZB Bank. Against a backdrop of economic instability, limited infrastructure, and growing demand for accessible financial services, this research explores how the adoption of online banking, mobile banking, and digital lending services affects customer satisfaction and perceived value. A descriptive quantitative research design was adopted, utilizing structured questionnaires to collect data from sample of 322 customers of ZB Banks’s Bindura Branch. The data was analyzed using exploratory factor analysis, descriptive statistics, correlation analysis, multiple linear regression. The study found that digital banking services, specifically online banking, mobile banking, and digital lending, have a significant and positive impact on customer-perceived value. Results from the regression analysis indicated that mobile banking services had the strongest influence, followed by online banking and digital lending. The findings further demonstrated that factors such as ease of use, convenience, security, and digital literacy shape user perceptions of value. The study contributes to the growing literature on financial technology adoption in emerging markets and offers practical insights for policymakers and financial institutions seeking to enhance service delivery and customer engagement through digital channels. Recommendations include improving digital infrastructure, intensifying digital literacy program, and ensuring user-centred security enhancement. Future research is suggested to focus on longitudinal assessment and the role of demographic variables in adoption trends.
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Date
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June 2025
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Publisher
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BUSE
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Keywords
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Digital Banking Services
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Customer Perceived Value
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Supervisor
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Nil
