Investigation Of The Effectiveness Of Xapitelectronic And Mobile Banking Product In Zambia
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 10
Abstract
Xapit is arguably the first banking facility in Zambia incorporating Self Service Banking (Online and Mobile banking and ATM’s) with traditional banking and is offered by the Zambia National Commercial Bank (ZANACO). The main objective of the study was to determine the extent of effectiveness with which Xapit services are delivered to clients. The cross-section descriptive design was used with the Technology Acceptance Model (TAM) and the Xapit Acceptance Model (XAM) forming the theoretical and conceptual framework respectively. The study revealed the services/benefits offered through Xapit, that Xapit is effective in service delivery (from users responses on a 5 point likert scale), that 67.2% of the students do not see a service better than Xapit and that of the 32.8% opposed to this view; most consider First National Bank’s e-wallet as the best alternative to Xapit. Various other alternatives to Xapit with varying degrees of acceptance were discovered. Based on the findings, it was recommended that: ZANACO must continue its Xapit service offering because users view it as effective; the bank must work on inefficiencies such as system downtime, high cost in comparison to competition and obsolescence of the technological offering with time. Further, researchers should engage in more research on Xapit and other SSB Technologies so that updated data is available for marketing and client decision making. The XAM model would be useful in this regard.
Authors and Affiliations
Byrne Kaulu, Chanda Sichinsambwe, Eustarckio Kazonga
Keywords
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