A Comparative Study of Digital Banking Platforms in Germany and Botswana Commercial Banks, using Services Quality Models

DOI

10.2991/978-94-6239-705-7_26How to use a DOI?

Keywords

Digital banking; Omni channels; usage

Abstract

The widespread influence of technology revolutionized every area of life and fundamentally changed how businesses and organisations functioned, including the banking sector. As technological progress continued, it became necessary for banks to incorporate digital solutions into their services and products to keep up with the constantly evolving expectations of their customers. This study carried out a comparative analysis of digital banking platforms within the commercial banking industries of Germany and Botswana. The main challenge examined was the disruption caused by financial technology companies, which began offering services that were traditionally provided by banks. This shifts pressured banks to either develop their own digital services or collaborate with financial technology firms to make use of emerging technologies.

A mixed methods research approach was adopted, combining qualitative data from interviews with quantitative data from questionnaires. Respondents were selected using judgmental sampling. The findings showed that younger generations adopted digital banking at significantly higher rates, while older generations engaged less due to limited technological skills. Furthermore, access to essential technologies such as internet connectivity and smart devices was a critical factor in digital banking usage. A notable comparison between Germany and Botswana indicated that German banks had more advanced and widely adopted digital banking platforms, supported by stronger infra-structure and higher digital literacy. In contrast, Botswana’s banking sector was still in the earlier stages of digital transformation, with adoption levels largely influenced by urban-rural divides and access to technological resources.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Kehumile Otukile
AU  - Samuel Chingoiro
AU  - Sabine Moebs
PY  - 2026
DA  - 2026/06/13
TI  - A Comparative Study of Digital Banking Platforms in Germany and Botswana Commercial Banks, using Services Quality Models
BT  - Proceedings of the FIREtalk Conference - Research on FIRE! (research-on-fire 2025)
PB  - Atlantis Press
SP  - 373
EP  - 384
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-94-6239-705-7_26
DO  - 10.2991/978-94-6239-705-7_26
ID  - Otukile2026
ER  -