Mobile Banking and Commercial Bank Performance Nexus in Zimbabwe (2011-2021): Impact and Implications

Abstract

The study investigated mobile banking and commercial banks’ performance nexus in Zimbabwe for the period 2011-2021. The investigation employed a pragmatic approach and a descriptive design. Primary data as well as secondary data were used to achieve the study objectives. Questionnaires, interviews and documentary guides were used to collect primary and secondary data respectively. There were 108 questionnaires distributed to staff members and customers of 6 sampled commercial banks in Zimbabwe having mobile banking experience. The interview guide was administered to bank managers to get a deeper understanding of the topic under research and as a mitigation strategy for addressing the flaws of the questionnaires. Analysis of quantitative data utilised descriptive analysis tools, correlations analysis tools as well as regression analysis tools whereas theme analysis was used for qualitative data. SPSS version 26 was used for this purpose. The study implications established that mobile banking and commercial banks’ performance nexus in Zimbabwe was significant and also enhanced mobile banking security capabilities and strengthened commercial banks’ performance. The investigation concluded that mobile banking’s success in enhancing commercial banks’ performance hinged on its ability to allow the user to get easier, cheaper and timely access to services. However, the study results showed that the cost of mobile banking services, government policies and intense competition inhibited the uptake of banking services. Commercial banks are recommended to continue strengthening the security of mobile banking services and to boost their uptake by bank customers in Zimbabwe.