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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...

This research was based on the evaluation of Zamtel SLAs on customer satisfaction. This study applied a mixed methods sequential exploratory research design to determine SLA factors that influence the adoption of Zamtel services. The research was conducted using two phases. The first phase being...