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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...

Small and Medium scale Enterprises (SMEs) play an important role in promoting inclusive growth in the contemporary economy of Kabwata Constituency, Lusaka. The aim of the study was to investigate the factors influencing the growth of Small and Medium Enterprises in Kabwata Constituency, Lusaka....

Chibombo is a new district which was not expected to have a wide range of financial irregularities following staff having been trained in Financial Administrative Management Systems in the public sector. These irregularities have negatively affected the operations of key activities and service...

The main objective of this research was to assess factors affecting saving culture among civil servants in Zambia. The specific objectives were based on investigating the link between real income of civil servants and their level of savings in Lusaka, to study the relationship between the rate of...

Customer retention is key to successful operations of any business. It contributes to revenue creation and helps to build the image of an organization. Unfortunately, Longacres Lodge has lost a considerable number of customers over the past two years. This has affected its operations and the...

Communication is seen as the key factor in the success of any organization but when it comes to effective communication, there are certain barriers that every organization faces. Large organisations have deficiencies in their decentralized departments especially when dealing with large volume of...

Companies are required by the Companies Act No. 10 of 2018 to file annual returns with the Registrar of companies within ninety (90) days following the year end. However, most companies do not comply with this requirement. Therefore, this study is aimed at determining the causes and effects of...