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Product development is the presentation of a good or service that is new or altogether improved with respect to its qualities or planned uses; remembering critical upgrades for specialized determinations, parts and materials, fused programming, ease of use or other utilitarian attributes. This...

This study sought to understand the premium remittance challenges faced by the Zambian general insurance industry, and suggest realistic solutions. The research used an embedded mixed methods design. Structured questionnaires were distributed to 319 respondents, via email and also by hand....

Micro, Small, and Medium-sized Enterprises (MSMEs) are a very heterogeneous group and operate in a wide array of business activities. MSMEs play a critical role in the development of an economy as they are a source of livelihood and employment creation. In Zambia, MSMEs development is one way of...

Financial development enhances human development, and access to financial services makes a positive impact on people‘s lives, particularly the poor. The importance of an inclusive financial system, across the globe, is widely recognized in the policy circles and has become a policy priority in...

Financial literacy is an important component in financial planning and retirement planning. It gives an individual the ability to process economic information and make informed decisions about financial planning and wealth accumulation. Despite the importance of financial literacy; surveys around...

Employee Retention is a process in which employees are encouraged to remain with an organisation for the maximum period of time or until the completion of a project. Successful organisations need to do more than just hire the right people but retain the right people for the jobs. Failure to...

he digital banking system provides numerous advantages to customers, however, there is still a lack of trust among some corporate customers. Absence of face-to-face interaction makes it very impersonal. Thus, customers are more comfortable dealing with people in a physical bank setting that...

Call Centres are important channels of communication in an organisation as they are the first point of integration between call centre agents that represent the business and customers. Therefore, by correctly seizing the opportunity of any given call, a Call Centre can bring benefits not only in...

This study was undertaken to assess the quality of customer service provision to Lafarge. The specific objectives were to establish the quality of customer service provision at Lafarge based on the SERVQUAL model, and to determine the extent of customer satisfaction with service provision at...

When internal communication is not efficient and effective in an organisation, it can lead to low product uptake, disconnect between knowledge of products and services on offer, bad customer experience and even penalties and sanctions. It is on this basis that this study aimed at assessing the...