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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 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...

This research study delves into the intricate relationship between recruitment criteria and organizational performance within the context of healthcare settings, specifically focusing on Kitwe, Ndola Teaching Hospitals, and Roan Antelope General Hospital. With a sample size of 100 participants...

This paper investigated the best practice approaches to leadership in averting fraud and corruption in selected organizations of Zambia and Lesotho: A good work culture. The purpose was to describe the best ways through which leaders can influence all members to want to prevent fraud and...

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...

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...

The success of any organization is dependent upon effective records management practice that ensures the right records are availed when needed for effective operation. An effective records management system facilitates the flow of records throughout an organisation to ensure that information is...

Management strategist in most organizations are faced with challenges of attracting and retaining top-notch employees within their organizations. Apart from attractive monetary compensation, leaves, job rotation as a method of employee retention has least been researched on. Therefore, the use of...

The study critically examined employment conditions in the Small and Medium Enterprises sector (SMEs) in Zimbabwe; and their contribution to the retention of employees, within the furniture manufacturing businesses in Glen View Home Industry Complex in Harare. The study used the mixed methods...

Purpose- The aim of this study is to examine the relevance of Contact Centre service quality to customer satisfaction in business. The study is done as a comprehensive case study of ZESCO, the Zambian Electricity Supply Company. Research design and methodology- The study is guided by a positivist...