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Subject SERVQUAL Model 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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