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Like in many countries, the provision of quality water has been a major concern of the Zambian government. To this effect, the government has issued a number of policies aimed at addressing water supply and management concerns. Positive outcomes from these policies have however been overshadowed...

Operational excellence and innovation have been found to be key factors for proper performance and growth of an organization. This study looked at the performance of the operational model at First National Bank – Zambia (FNBZ) and how the operations model impacted on to the performance of the...

The study was designed to explore the challenges and factors affecting government from taxing the informal sector. A mixed methods study design was adopted and 60 traders were enrolled in the study. A short survey questionnaire and in-depth interviews were used to collect data for this study....

This study focused on diversity management in the banking sector, using the case of Investrust. The objectives of the study were to identify the diversity management practices that Investrust Bank views as important for retaining employees, to analyse how diversity management practices are being...

The systematic evaluation and observation of employees’ performance is referred to as performance appraisal. There are various performance appraisal approaches namely: the absolute standards approach, the judgemental approach, and lastly the results-oriented approach. Performance appraisals are...

The study sought to examine the effect of customer service strategies on customer retention in a local commercial bank using Investrust Bank PLC as a case study being the only indigenous bank in Zambia. Primary data was collected from bank customers using a likert type scale questionnaire adapted...

This research examined the effects of outsourcing on the performance of mining companies in Zambia, with the case study being Konkola Copper Mines plc. The objectives of the study were to find out the reasons behind outsourcing, to ascertain the perceived effectiveness of outsourcing and to...

Purpose - The aim of this study is to find out why MSMEs in Zambia have a low survival rate and what impact this has on the nation‟s economic growth, as well as propose solutions that will enable MSMEs to become more sustainable and contribute positively to the country‟s economy. Research design...

Since 2002, the Government of Zambia has been funding a farmer input support programme (FISP) in order to increase household food security and incomes. The program specifies that beneficiaries will collect subsidised inputs from the program for three (3) farming seasons only and graduate...

The study assessed the effect of service quality of Multichoice on customer satisfaction. The target population constituted Multichoice Customers, Managers, and agents, offering Service to customers on behalf of Multichoice. The study used a descriptive case study design adopting qualitative and...