Mobile and Internet Banking as Drivers of Financial Performance: Insights from First Capital Bank Botswana

Customers may use their cellphones to conduct financial transactions using applications and websites. These services assist both banks and clients by lowering operational costs while improving service ease. The purpose of this study was to look at how mobile and internet banking affected First Capital Bank's financial performance. A descriptive-correlational study design was used. Data was collected using questionnaires issued to 100 employees, with a 90% return rate. A quantitative technique was adopted to investigate the association between mobile banking services (ATMs, apps, email banking, and websites) and financial performance measures such as revenue and return on equity (ROE). Security, connectivity difficulties, awareness, and customer relationship management were among the key considerations. Descriptive study revealed that mobile and internet banking boosted the bank's financial performance, resulting in improved revenue and asset growth. The research took an interpretivist approach, focusing on employee experiences. The findings imply that mobile and online banking improve profitability. The study advises the use of AI technology to improve service delivery and increase income.