Search

Your selections:

Full text PDF available Subject Commercial banks Author Abel Mukulalwendo Start Over

1. An Assessment of the Impact of Total Quality Management Practices on Customer Retention in Commercial Banks: A Case of Absa Bank Zambia Plc

Abel Mukulalwendo
2026·ZCAS University

This study examined how Total Quality Management (TQM) practices influence customer retention in commercial banks in Lusaka, Zambia, using Absa Bank Zambia Plc as a case study. It looked at four main aspects of TQM: leadership commitment, employee involvement, process management and customer...

TechnologyAbsa Bank Zambia PlcCommercial banksSustainabilityCustomer attritionCustomer loyaltyCustomer satisfactionService quality
Download PDF ↓

Limit your search

  • ZCAS University1
  • Africa Research University0
  • Berea Theological University0
  • Cavendish University0
  • Central Africa Baptist University0
  • Chalimbana University0
  • Chreso University0
  • Copperbelt University0
  • Copperstone University0
  • DMI-St. Eugene University0
  • Eden University0
  • Gideon Robert University0
  • Information and Communication University0
  • Justo Mwale University0
  • Kwame Nkrumah University0
  • Levy Mwanawasa Medical University0
  • Lusaka Apex Medical University0
  • Mukuba University0
  • Mulungushi University0
  • Northrise University0
  • Open Window University0
  • Phoenix Open University0
  • Rockview University0
  • Rusangu University0
  • Supershine University0
  • Texila American University0
  • Unicaf University Zambia0
  • University of Africa0
  • University of Edenberg0
  • University of Lusaka0
  • University of Zambia0
  • Zambia Catholic University0
  • Zambian Open University0
  • Zambian Royal Medical University0