i-manager Publications

The Impact of Digital Transformation on Customer Service in Malawi's Financial Services Sector: A Case Study of Mzuzu City

Jonasi Oswald Chokhotho*, Godfrey Mpundu**

*-** DMI St. Eugene University, Zambia, Africa.

Periodicity:May - August'2024
DOI : https://doi.org/10.26634/jecom.4.2.21069

Abstract

This study investigates the impact of digital transformation on the financial services sector in Mzuzu City, Malawi. Using a mixed-methods approach, including surveys of 300 residents and interviews with key stakeholders, the study explores adoption rates, user preferences, challenges, and implications of digital financial services. Findings reveal high adoption rates among younger demographics, with mobile apps being the preferred channel. Key challenges include an age-based digital divide, security concerns, and infrastructure limitations. The study provides insights for policymakers and financial institutions to enhance financial inclusion and tailor digital strategies in developing economies.

Keywords

Digital Transformation, Financial Services Sector, Financial Inclusion, Digital Literacy, Customer Satisfaction Drivers, Customer Experience.

How to Cite this Article?

Chokhotho, J. O., and Mpundu, G. (2024). The Impact of Digital Transformation on Customer Service in Malawi's Financial Services Sector: A Case Study of Mzuzu City. i-manager's Journal on Economics & Commerce, 4(2), 27-36. https://doi.org/10.26634/jecom.4.2.21069

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	North Americas,UK, Middle East,Europe		India	Rest of world
	USD	EUR	INR	USD-ROW
Pdf	35	35	200	20
Online	35	35	200	15
Pdf & Online	35	35	400	25

The Impact of Digital Transformation on Customer Service in Malawi's Financial Services Sector: A Case Study of Mzuzu City

Abstract

Keywords

How to Cite this Article?

References

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