Chikazhe Lovemore, Desderio Chavunduka, Shakemore Chinofunga, Rumbidzai Patience Marere, Oniwel Chifamba and Martha Kaviya
The major objective of the study is to investigate the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived…
Abstract
Purpose
The major objective of the study is to investigate the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived service quality and organisational performance within the retail sector in Zimbabwe. Also, the study sought to understand the moderating role of ICT on the effect of customer retention strategies on perceived service quality and organisational performance.
Design/methodology/approach
A cross-sectional survey of 280 employees within Zimbabwe's retail sector was adopted and respondents were selected using simple random sampling method. A structured questionnaire with Likert type questions was used to gather data.
Findings
The study findings indicate that the performance of organisations within the retail sector is influenced by superior service quality, selected customer retention strategies and also moderated by the use of ICT.
Originality/value
The study contributes to the business management body of knowledge by assessing the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived service quality and organisational performance within the retail industry of an emerging economy. The study is also unique in that it used ICT to moderate the effect of selected customer retention strategies on perceived service quality and organisational performance.
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Lovemore Chikazhe, Thomas Bhebhe, Brighton Nyagadza, Edmore Munyanyi and Tricia Singizi
This paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this…
Abstract
Purpose
This paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this study examines the mediating role of perceived job performance on the effect of university service quality on graduates’ satisfaction and loyalty.
Design/methodology/approach
A quantitative methodology was adopted where university graduates’ perceptions of self-service technology and job performance were used to assess the level of the university’s service quality. Through a cross-sectional survey, data were collected from 280 university graduates employed in Chinhoyi town, Zimbabwe, during the period between August and December 2021.
Findings
This study’s findings indicate that self-service technology influences university service quality which in turn impacts on graduates’ perceived job performance, satisfaction and loyalty. Graduates' perceived job performance was also found to partially mediate the effect of university service quality on satisfaction and loyalty among graduates.
Research limitations/implications
This study’s results are instrumental to enable university’s management in developing economies to adopt and improve self-service technologies as this enhances university service quality and graduates’ perceived job performance, satisfaction and loyalty.
Originality/value
This paper provides new insights, that is, the incorporation of graduates’ perceptions of self-service technology and job performance in assessing the university’s service quality. This research further clarifies the function of graduates’ perceived job performance in mediating the effect of university service quality on graduate satisfaction and loyalty. This study further adds to our understanding of tools, criteria and methods for assuring university service quality.
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Rahabhi Mashapure, Brighton Nyagadza, Lovemore Chikazhe, Gideon Mazuruse and Precious Hove
The main purpose of this research is to investigate factors influencing rural women entrepreneurship development and sustainable rural livelihoods in Manicaland province of…
Abstract
Purpose
The main purpose of this research is to investigate factors influencing rural women entrepreneurship development and sustainable rural livelihoods in Manicaland province of Zimbabwe.
Design/methodology/approach
A quantitative research was conducted in Manicaland province in Zimbabwe. Data were collected through structured questionnaires from 400 women entrepreneurs in various sectors. The participants were in vegetable vending, operating clothing flea markets and cross border trading. A self-administered structured questionnaire was used to collect data from respondents. Structural equation modeling in SmartPLS version 3 was used to test the research hypotheses.
Findings
The study established that women entrepreneurship is driven by financial factors, positive environmental factors, positive psychological factors as well as positive sociological factors for a sustainable rural livelihood.
Research limitations/implications
It is clear that if the discovered challenges are not addressed, sustainability of women entrepreneurship will remain a dream.
Practical implications
The study came up with strategies for improving women entrepreneurship activities. Future research can be done in other areas of provinces to avoid generalization challenges.
Social implications
Many challenges hinder the sustainability of women entrepreneurship. Major impediments to women entrepreneurship comprises inadequate support from government schemes, patriarchal societal structure of the community, lack of relevant entrepreneurial knowledge to manage businesses, lack of collateral security to access funding, time limitation or role conflict to balance family pressures and business.
Originality/value
The study recommends proper entrepreneurship education and training, supportive government schemes and access to network affiliation/connection to sustain women entrepreneurship.
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Lovemore Chikazhe, Sibonile Siziba, Thomas Bhebhe, Obert Sifile and Brighton Nyagadza
The purpose of the study is to establish the relationship between public health sector performance (PHSP), fleet management system, perceived service quality (PSQ) and management…
Abstract
Purpose
The purpose of the study is to establish the relationship between public health sector performance (PHSP), fleet management system, perceived service quality (PSQ) and management style (MS).
Design/methodology/approach
A total of 260 managerial employees were randomly selected from 5 major public hospitals in Zimbabwe to participate in this cross-sectional survey.
Findings
Fleet management system was found to positively influence both PSQ and PHSP. The results indicated that PSQ has a positive effect on PHSP. MS was found to moderate the effect of fleet management system on both PSQ and PHSP.
Originality/value
The current study provides fresh insights and validates extant knowledge on PHSP, fleet management and PSQ within the public health sector departments. It extends further knowledge on the public health performance in the Sub-Saharan region, as it shows that dimensions on fleet management have a direct influence on PHSP.
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Charles Makanyeza and Lovemore Chikazhe
There is a dearth of studies that have investigated mediators of the effect of service quality on customer loyalty under the conditions prevailing in Zimbabwe; where bank…
Abstract
Purpose
There is a dearth of studies that have investigated mediators of the effect of service quality on customer loyalty under the conditions prevailing in Zimbabwe; where bank customers’ confidence in the banking system has been dented by bank failures. Therefore, the purpose of this paper is to investigate the mediators of the effect of service quality on loyalty among bank customers in Zimbabwe.
Design/methodology/approach
A cross-sectional survey of 310 bank customers was conducted in Chinhoyi, Zimbabwe. A questionnaire with Likert type questions was used to collect data. Customers were randomly intercepted as they walked out of five major banks. Structural equation modelling was used to test the proposed relationships.
Findings
The study found that service quality, satisfaction and corporate image all have positive direct effects on loyalty. It was also found that satisfaction and corporate image all mediate the effect of service quality on loyalty.
Research limitations/implications
The study was conducted in Chinhoyi, one of the emerging towns in Zimbabwe. There is a need to conduct more similar studies in other parts of the world in future in order to have a better understanding of this subject.
Practical implications
Banks are advised to address issues to do with service quality, customer satisfaction and corporate image when designing marketing programmes intended to increase customer loyalty.
Originality/value
Studies that have investigated mediators of the relationship between service quality and customer loyalty in banking environments such as in Zimbabwe are scarce. This study was conducted to address this knowledge gap. Relationships among customer loyalty and its antecedents are not likely to change due to conditions prevailing in a particular banking environment.
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Brighton Nyagadza, Abu Bashar, Neo Ligaraba, Theo Tsokota, Colletor Tendeukai Chipfumbu, Lovemore Chikazhe, Hamilton Tamburayi Katsvairo, Tawanda Taurai Maradze and Charlene Muswaka
Disruptive technologies have changed the way that firms model their business approach. The aim of this study is to analyse the influence of novel digital technologies (artificial…
Abstract
Disruptive technologies have changed the way that firms model their business approach. The aim of this study is to analyse the influence of novel digital technologies (artificial intelligence [AI] and machine learning [ML]) and big data analytics on the digital transformation of digital marketing firms. This research study is based on a review of the extant literature, using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA). Gaps in the extant research literature were identified and emerged that are directly linked with the impact of AI, ML and big data analytics on digital transformation for digital marketing firms. Potential opportunities for digital transformation in digital firms were also unlocked, as well as related challenges. The research informs practice and policy for the current trends and provides future research directions. The study was limited to the application of the PRISMA methodology, which is incapable of fully providing testable results for a given study. Complementary cross-sectional research studies using the same methodology in different areas of study with the same topic can be applied to check for relevancy and applicability. This study contributes to digital marketing, information communication technologies, information systems practice and theory building. In addition, it provides researchers with an agenda for future digital transformation research directions.