Effectiveness of ICTs Integration in Banking Services of Business Growth and Competitive Advantage: A Case Study of Zanaco Internet Banking Platform

This study examined the influences that ICT integration has made in business management at ZANACO and also how this is related to growth and competitive advantage. In the environment of fast growth of electronic banking in Zambia and with limited adoption of technological innovations, the study examined how ICT contributes to service excellence and operational performance in Zambia. Meanwhile a mixed-methods analysis of findings were conducted and most respondents stated that 90% of them felt the improvement in customer service accessibility was appreciated by them, and ICT have a role in enhancing service quality and efficiency. Regarding the growth of the business, there was no significant correlation between the concentration of online transactions and reductions in bank fees (2 = 0.96, p = 1.000). The benefit was generally universal in usage. Competition did not appear to have a significant relationship with the duration of ICT use (2 = 7.39, p > 0.29). In general, while ICT integration at ZANACO significantly improves customers’ satisfaction and efficiency of operations, the direct impact on business growth and competitive advantage appears to be limited. But the study concluded that the use of ICT has significantly enhanced growth, customer satisfaction, and competitiveness by making banking services faster, more accessible, and more standardized. When customers find these services useful and easy to use, they would trust and use them. But the problems are not done to a certain degree, such as system downtime and limited access to digital literacy among some users. In response to these problems, the study recommends that ZANACO invest in reliable technologies, security improvements, and expand training programs for customers. It also urges innovation, strategic partnerships with fintech companies, smarter use of data to refine services, and expand access to more customers.