Post-COVID-19 Digital Transformation in Zambia's Banking Industry: A Qualitative Exploration of Adoption and Challenges.

Abstract

The COVID-19 pandemic significantly accelerated the adoption of digital technologies across various sectors globally, with the banking industry in Zambia experiencing notable shifts in operations and service delivery. This study explores the nature and extent of digital transformation within Zambia’s banking sector in the aftermath of the pandemic, focusing on the adoption patterns, implementation challenges, and sectoral impacts. Employing a qualitative research approach, the study draws insights from interviews with key stakeholders, including bank executives, IT personnel, and customers, to understand the drivers of digital adoption and the barriers hindering smooth transitions. Findings indicate that while the pandemic acted as a catalyst for digital innovation—spurring investments in mobile banking, online platforms, and automated services—several challenges persist, including digital literacy gaps, cybersecurity concerns, infrastructure limitations, and resistance to change within institutions. The study concludes that sustainable digital transformation in Zambia’s banking sector requires a coordinated effort involving regulatory support, capacity building, and continuous technological innovation. Recommendations are made for policy makers and financial institutions to enhance digital readiness and promote inclusive digital banking.