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The Data Driven Transformation of Zimbabwean Banks from Product Centric to Customer Service Delivery
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| Author:
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PRITCHARD MUZANARWO, BENJAMIN CHAN YIN FAH, TET-KHUAN CHEN
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| Abstract:
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Data driven decision makes use of existing data or new data to calculate trends using statistical methods or
otherwise in supporting recommendations for various decisions ranging from recruitment, resource allocation,
product review and development and service platforms. Previous researches in developing economies have
shown visible trends in the way the phenomena is influencing these decisions and is helping drive revenue
growth and sustainable competitive advantage to those who have fully embraced it. As such, this research will
help provide the relevance of the phenomena in a Zimbabwean context and whether it has an impact (if at all)
in banking firms or fintech firms’ profitability. Today, there is more data available from different source than
there ever was at any other point in history. The emergence of this data and its sources has enabled financial
technology firms to drive product innovation resulting in profitability growth at a rate faster than traditional
banks. This study therefore investigated whether the extent of data driven decision making currently employed
by banks helps explain the low profitability and subsequent performance by Banks. A quantitative study was
employed on Zimbabwean banking institutions. The main objective of this study was to ascertain whether the
current investment in modernisation of Information Technology infrastructure (or lack of it), contributed to
the low bank performance as measured by profitability.
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| Keyword:
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Big Data, Banking, Profitability, Sentiment Analysis, Data Driven Decision Making, Zimbabwe.
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| EOI:
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| DOI:
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https://doi.org/10.31838/ijpr/2020.12.02.0132
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| Download:
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Request For Article
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