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As the competitive environment of the banking industry becomes increasingly fierce, it is important for industry players to nurture and keep customers loyal who will contribute to their long-term growth and profitability. Customer retention is critical for sustaining organisational existence and...

The downstream petroleum retail sector in Zambia has become fiercely competitive with the mushrooming of oil marketing companies (OMCs) all vying for the same customer base in a market where fuel products are homogeneous, and prices are uniformly regulated. The limited differentiation has led to...

This research investigates the multifaceted factors shaping consumer decision-making in the purchase of motor vehicles, focusing on CFAO Motors Zambia Limited (CFAO) and its four brands—Toyota, Ford, Suzuki, and VW. The study aims to discern the primary influencers and their hierarchical...

The key to surviving in a global market is to focus on service quality for customers. Every organization should focus on providing quality service to customers. ZANACO bank has been implementing several service quality features and systems, such as changing the interior design of bank buildings,...

The digital economy has transformed the way businesses operate worldwide, and SMEs in Zambia are not exempted from this trend. However, many SMEs in Zambia face challenges in accessing markets, which hinders their growth and competitiveness. E-marketing presents an opportunity for SMEs to reach a...

This study investigated the marketing strategies of Zambia Airports Corporation Limited (ZACL) and their impact on revenue generation. Employed a mixed-methods approach, the research integrates both qualitative and quantitative data to provide a holistic understanding of ZACL's marketing...

Introduction: This study examines the retention strategies employed by ZANACO Bank and their effectiveness in fostering customer satisfaction and loyalty within the Zambian banking sector. The research aims to identify key drivers of customer retention, evaluate the effectiveness of existing...

The contemporary business landscape is characterized by intense competition, and local businesses in developing economies like Zambia have historically faced challenges from imported brands that are either perceived or real higher quality brands. With an emphasis on BigTree Beverages (Z) Limited,...

The study aimed to establish effect of electronic banking on customer service delivery. The study examined whether or not customers are aware of the electronic service products, customers preference between banking in the halls and e-banking, customer patronage of electronic banking services and...

Organisations are affected by its competitors, customer behaviour as well as other external environmental forces. The telecommunications industry atmosphere has been extremely competitive as the industry is dynamic and faces constant Technological advancement which influences social trends. The...