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All Journal Annals of Management and Organization Research International Journal of Accounting and Management Information Systems
Margaret Mashizha
University of Zimbabwe, Zimbabwe
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Conversational artificial intelligence (AI) and bank operational efficiency Lilian Gumbo; Margaret Mashizha; Chosani Simon; Phillipa Phiri
International Journal of Accounting and Management Information Systems Vol. 1 No. 2 (2023): August
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ijamis.v1i2.1915

Abstract

Purpose: The main objective of the research was to analyse the effects of conversational artificial intelligence (AI) on bank operational efficiency. The emergency of conversational artificial intelligence (AI) has revolutionised the way business interacts with its customers. Research methodology: The study employed a mixed- method approach where interviews and questionnaires were used to collect qualitative and quantitative data. A sample of 92 bank employees was drawn from ten Zimbabwean banks. Results: Conversational AI has a positive impact on banking operational efficiency. Specifically, conversational AI improves customer services by providing faster and more accurate responses to customer inquiries, reduces operational costs by automating routine tasks and improve workflow efficiency. Conclusion: Conversational AI significantly improves banking operational efficiency by automating routine tasks, enhancing customer service, and reducing costs. It streamlines processes and delivers accurate, real-time responses, reinforcing the value of its integration in banking operations. Broader research across regions and sectors is suggested to validate these findings further. Limitations: The study concentrated on the banking industry of one particular country. Contribution: The study makes a significant contribution in understanding the advantages of adopting conversational artificial intelligence in banking operations.
Leveraging SMEs financial inclusion through agency banking in Zimbabwe Margaret Mashizha; Lilian Gumbo; Ashley Sabawo
Annals of Management and Organization Research Vol. 5 No. 3 (2024): February
Publisher : goodwood publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/amor.v5i3.1888

Abstract

Purpose: The main purpose of this study is to examine the effect of agency banking on the financial inclusion of SMEs, determine factors that influence the adoption of agency banking by SMEs, and establish an agency banking model that can be adopted to improve the financial inclusion of SMEs in Zimbabwe. Research Methodology: The study uses a mixed-method approach and is explanatory. Questionnaires and informants were used as research instruments, with a random sample of 78 respondents and 10 purposively selected agents. Inferential statistics were used to analyze the data. Results: The findings shed light on the effects of agency banking on financial inclusion and impediments to financial inclusion, and identify the channels of agency banking being used most frequently. Factors that influenced the adoption of technology were also identified. Limitations: The study was limited to one population group and one locality, although financial inclusion should ideally include all population groups. Contribution: This study recommends a unique model that can be used to enhance financial inclusion through agency banking, which has been identified as a pillar of financial inclusion. Therefore, the results are useful to policymakers and future researchers.
Co-Authors Ashley Sabawo Chosani Simon Lilian Gumbo Phillipa Phiri