This study examined how Total Quality Management (TQM) practices influence customer retention in commercial banks in Lusaka, Zambia, using Absa Bank Zambia Plc as a case study. It looked at four main aspects of TQM: leadership commitment, employee involvement, process management and customer...
In the last decade, the Zambian government has faced various macroeconomic challenges stemming from both internal and external factors. Domestically, the economy suffered from fiscal and monetary imbalances caused by populist political policies which led to excessive borrowing to meet balance of...
Download PDF ↓This study assessed the relationship between selected underwriting risk management practices and insurer profitability using a case study of Professional Insurance Corporation Zambia (PICZ) Head Office in Lusaka, Zambia. Specifically, the study examined the relationship between risk assessment...
This study investigated the impact of technological advancements in financial services on customer experience within selected commercial banks in Zambia. The research was motivated by the rapid expansion of digital banking platforms in the country, particularly internet banking, mobile banking,...
This study investigated the effects of Credit Risk Management Controls (CRM) on profitability, measured by Return on Assets (ROA), at Stanbic Bank Zambia Plc, with particular emphasis on the moderating role of Loan Portfolio Quality (LPQ). Despite the increasing importance of credit risk...
Download PDF ↓This research study posits that uncertainty surrounding the future direction of monetary policy is a critical determinant of volatility in government securities. In particular, it emphasizes that fluctuations in the policy rate often used as the primary instrument of monetary authorities play a...
Download PDF ↓Foreign Direct Investment (FDI) is commonly viewed as an important contributor to export growth in host countries. It promotes human capital development by improving worker’s skills as well as managerial and technical expertise, thereby increasing productivity and efficiency. These improvements...
Download PDF ↓Monetary policy, including high-interest rates and tight credit conditions, significantly constrains financing for hardware store SMEs in Kabwata, leading to high financing costs and limited growth, while poor record-keeping and lack of collateral further exacerbate credit access challenges....
Download PDF ↓This study examined the impact of corporate governance practices on the financial performance of Small and Medium Enterprises (SMEs) in Lusaka District, Zambia. The research focused on three key governance variables, namely board composition, transparency practices, and risk management, and how...
Download PDF ↓State-Owned Enterprises play a strategic role in national development through the provision of critical infrastructure and public services. However, many state-owned enterprises in developing economies continue to experience operational, financial, managerial, and institutional challenges that...