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...
Download PDF ↓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...
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