Effectiveness of ICTs Integration in Banking Services on Customer Service and Profitability: A Case Study of Zanaco Internet Banking Platform

The study examined the effectiveness of ICT integration in business management at ZANACO, and it was centred on customer service and profitability. Meanwhile the main investments are in the leading-edge internet banking across Zambia which have continued to be small, while implementation has remained relatively small, subject to pressure to account for the value of ICT’s participation in service quality and performance. The study used a mixed-method analyses with expressive and illative investigation which yielded a mean of 90% of respondents that found that it was more than 90% of respondents that found higher admission to customer care which is indicating that ICT has improved service satisfaction, ability and convenience. The statistic tests showed that customer satisfaction levels were meaningfully high with a mean of (M = 3.74, p 0.001) but not related to how long customers used digital platforms or how often they had used them. Meanwhile, customer perceived improvement was significantly higher than staff and management as customers reported better perceived improvements over the staff and management (2 = 29.06, p = 0.0039). Hence a one-sample t-test showed that an estimated profit growth of about 43.73% with a p-value of (p 0.001) and which interpreted that ICT had a strong connection to monetary presentation. Even though the study was limited to the customer delivery and profitability of the general business, it does produce significant impact. The study concludes that ICT integration has a positive effect on customer service and profit, convenient access to the system has also a limited bank visit by the customer continue to affect user involvement. The growth of digital knowledge plans specifically in rural settings promote money and greater technology acceptance. It is recommended that a constant review of what artificial intelligence (AI) and information analytics offer can have a well blended inclusiveness and sustainability, and banks like ZANACO can help to secure long-term development, confidence service quality.