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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 overall objective was to evaluate the impact of monthly fuel reviews on the performance of long-distance bus operators at the Intercity Bus Terminus in Lusaka, with focus on the independent variables; Adherence to monthly fuel reviews, Cost management practices and Operational performance...

The research sought to evaluate Lafarge’s environmental stewardship responsibilities due to the nature of its production business that may have negative impact in terms of footprint on the environment. The research was qualitative in nature and collected data from a sample of fifteen respondents....

Most of the public sector institutions in Zambia are faced with a confront of poor financial performance thus posting losses. One of the reasons quoted is lack of robust public financial management practices such as inadequate budgeting processes, poor financial reporting and tracking mechanisms,...

This study investigates the influence of risk management practices on the financial performance of four prominent insurance firms operating in Zambia, namely Sanlam Life Insurance, Professional Insurance Corporation Zambia, ZSIC GI, and Prudential Insurance Zambia. The research focuses on...

The study explored the Impact of Customer Satisfaction on Insurance Service Delivery in Zambia using a Case of Prudential Insurance Company. The study was qualitative and collected data from twenty five (25) respondents using questionnaires which was analyzed using the statistical Package for...

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...

In many industries, the role of customer service is widely acknowledged as pivotal in maintaining customer loyalty and satisfaction. This importance is particularly pronounced in the insurance sector, where the primary product offered is intangible. As noted by Susskind (2003), customer service...

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,...

Key Findings - IT improvements: Information technology significantly enhanced internal communication within the organization. - Capacity building gaps: Training initiatives were insufficient, failing to reach all staff members. - Positive impact of BRP: Implementation of BRP improved work...