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 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...
Download PDF ↓The overall objective was to evaluate the impact of monthly fuel reviews on the performance of long-distance bus operators at the Intercity Bus Terminus in Lusaka, with focus on the independent variables; Adherence to monthly fuel reviews, Cost management practices and Operational performance...
Download PDF ↓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 ↓The contemporary business landscape is characterized by intense competition, and local businesses in developing economies like Zambia have historically faced challenges from imported brands that are either perceived or real higher quality brands. With an emphasis on BigTree Beverages (Z) Limited,...
Download PDF ↓Youth unemployment has been noted to be a worldwide issue and a global challenge. All countries world over faces the challenge of youth unemployment, the only difference is the extent and degree of youth unemployment rate that varies from one country to the other. In some countries, the rate of...
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