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Institution ZCAS University Supervisor Francis Mukosa Adissertation Start Over

1. An Assessment of the Impact of Total Quality Management Practices on Customer Retention in Commercial Banks: A Case of Absa Bank Zambia Plc

Abel Mukulalwendo
2026·ZCAS University

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...

TechnologyAbsa Bank Zambia PlcCommercial banksSustainabilityCustomer attritionCustomer loyaltyCustomer satisfactionService quality
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2. Assessing the Effects of Credit Risk Management Controls on the Profitability of Commercial Banks: A Case of Stanbic Bank Zambia Plc

Fridah Kasongo Banda
2026·Master of Science·ZCAS University

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...

Stanbic Bank ZambiaCommercial BanksLoan Portfolio QualityProfitabilityCredit Risk Management
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