The impact of digitalization on business performance in Zimbabwean telecommunication companies: case of Econet Wireless Zimbabwe

Abstract

The study was carried out to assess the impact of digitalization on business performance in Zimbabwean telecommunication companies. The study was limited to Econet Wireless Zimbabwe. The objectives of the study were to assess the current levels of technological capability to enable business performance in Econet Wireless Zimbabwe, to establish institutional mechanisms in place to support digitization in Econet Wireless Zimbabwe, to examine the digital strategies that are impacting the business performance of Econet Wireless Zimbabwe and to establish digital platforms that would assist Econet Wireless customers’ business to improve performance. The study was done as a cross-sectional survey which administered an online questionnaire among employees and telecommunications customers. The questionnaire was administered to 119 customers and 123 employees to constitutes a total of 242 participants. Data were analysed quantitatively to come up with the research findings. Overall, the respondents were aware that telecommunications companies engage through digital platforms. Respondents were not sure about the effectiveness of the online tools deployed by Econet Wireless. Most of the respondents agreed that the use of digital tools influences business efficiency. Most of the respondents agreed that social media platforms can bring conveniences to both the business and the customers. Conclusions drawn from the study were that:  Current levels of technological capability have a significant influence on business performance in Econet Wireless Zimbabwe.  Institutional mechanisms in place to support digitization capability have no significant influence on business performance in Econet Wireless Zimbabwe.  Digital strategies have a significant influence on the business performance of Econet Wireless Zimbabwe.  Digital platforms provided by Econet Wireless to its customers' business have a significant influence on their business performance. The study recommended that:  Telecommunications companies should engage more on digital platforms with customers especially in the wake of the COVID 19 pandemic that has drastically changed the world of business.  Telecommunications companies to grasp the need to upgrade their current digital business models and essentially revamping them where necessary. Telecommunications companies to engage in decision making that is data-driven supported by a knowledge base created by digitalization Further studies may be conducted and other factors besides digitalization that can also influence business performance. There is also a need to do further research in ascertaining other benefits that companies that are in the same group with telecommunications will bring to the parent or group company in improving business performance.