Evaluating Digital Process Technologies and Competitive Advantage: A Field Study of Listed Commercial Banks Zimbabwe

Precious Mandava; Justin Tinashe Muswaburi; Garikai Muzondo; Vigil Gwaze

doi:10.56201/ijebm.vol.12.no2.2026.pg352.364

📄 Download Paper

Evaluating Digital Process Technologies and Competitive Advantage: A Field Study of Listed Commercial Banks Zimbabwe

Precious Mandava, Justin Tinashe Muswaburi, Garikai Muzondo and Vigil Gwaze

Abstract

The quantitative field study has included 400 stratified random-sampled employees surveyed using a Likert-scale questionnaire (Cronbach's alpha>0.7 overall) which contributes to the formation of an evaluation of the effects of digital process technologies on driving competitive advantage in listed commercial banks in Zimbabwe. Using the Resource-Based View and Dynamic Capabilities Framework, it finds very high adoption rates for mobile banking (mean=4.18), internet banking (mean=4.24), and core banking automation (mean=4.05), and lower adoption for robotic process automation (RPA, mean=3.60). Correlation and regression analysis revealed highly positively strong correlations: digital technologies explained 52 percent of operational efficiency variance (R2=0.520) and 54 percent of competitive advantage variance (R2=0.539). Both of these were primarily due to internet banking (β=0.308-0.322) and mobile banking (β=0.283-0.294). The positive aspects involve better productivity (like fewer errors or faster transactions), customer satisfaction (means=4.05-4.33 for service speed, convenience, and feedback), and market performance, although moderated by other challenges such as cybersecurity risks, a lack of skilled personnel, infrastructure gaps, and regulatory uncertainties. The conclusions reiterate the need for strategic digital synergies to continuously remain competitive, alongside recommendations for speeding up RPA adoption, employee training, customer-centric innovations, systems evaluation, and fortifying cybersecurity. Key words: Digital Process Technologies • Competitive Advantage • Operational Efficiency • Customer Satisfaction

Keywords

Digital Process Technologies • Competitive Advantage • Operational Efficiency • Customer Satisfaction

References

Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). SAGE Publications. Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). SAGE Publications. Morejoy Mango, R., Nyandoro, T., & Nyathi, L. (2025). Digital banking adoption and performance outcomes in Zimbabwe. Journal of Emerging Financial Markets, 10(1), 23–41. Morejoy Mango, R., Nyandoro, T., & Nyathi, L. (2025). Digital banking adoption and performance outcomes in Zimbabwe. Journal of Emerging Financial Markets, 10(1), 23–41. Mtetwa, T. (2021). Digital transformation in African banking: Opportunities and challenges. African Journal of Banking and Finance, 15(2), 45–63. Mtetwa, T. (2021). Digital transformation in African banking: Opportunities and challenges. African Journal of Banking and Finance, 15(2), 45–63. Mukuka, L., & Qutieshat, F. (2025). Technology adoption and operational efficiency in commercial banks. International Journal of Banking Technology, 12(3), 77–92. Mukuka, L., & Qutieshat, F. (2025). Technology adoption and operational efficiency in commercial banks. International Journal of Banking Technology, 12(3), 77–92. Saunders, M., Lewis, P., & Thornhill, A. (2019). Research methods for business students (8th ed.). Pearson Education. Saunders, M., Lewis, P., & Thornhill, A. (2019). Research methods for business students (8th ed.). Pearson Education. Shanti, F., Siregar, S., Zulbainarni, Z., & Tony, H. (2023). The role of digital process technologies in enhancing competitive advantage. Journal of Financial Innovation, 7(2), 101–118. Shanti, F., Siregar, S., Zulbainarni, Z., & Tony, H. (2023). The role of digital process technologies in enhancing competitive advantage. Journal of Financial Innovation, 7(2), 101–118.

Evaluating Digital Process Technologies and Competitive Advantage: A Field Study of Listed Commercial Banks Zimbabwe

Abstract

Keywords

References

More Articles from IIARD INTERNATIONAL JOURNAL OF ECONOMICS AND BUSINESS MANAGEMENT