The financial sector in Zambia has undergone transformation primarily facilitated by technology. To compete favorably, commercial banks have had to move with the times and digitize their operations to meet customer needs, improve efficiency, and ultimately, profitability.

The impact that digitalization has on the financial health of commercial banks operating in Zambia needs to be evaluated, with a specific case study on Ecobank Zambia. The theories applied in the study include the Technology Acceptance Model (TAM), and the CAMEL analysis to analyze the financial statements at Ecobank Zambia.

A mixed methods approach was adopted, combining both qualitative and quantitative data. A questionnaire survey with a data sample size of 206 respondents and a response rate of 89% was applied to establish the digitalized services available and some of the challenges faced by customers. Responses were collated from Bank staff as well as customers banking with Ecobank Zambia. Secondary data in the form of audited financials were analyzed to establish the trends in financial performance. The results and findings of the study were analyzed using excel and were depicted in pie charts, bar charts, table format, and open-ended verbatim responses.