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Training and development are globally acclaimed determinants of employee performance and organizational success, particularly for service sectors such as banking. Despite the prominence of T&D in the banking sector, empirical studies attempting to quantify the influence of  training and development on  service quality  have yielded mixed results .This research aims to reconcile these conflicting findings in the literature by redressing the existing knowledge gap and the limited body of literature by examining the effect of Training and Development programs on communication and service assurance as the specific service quality dimensions at Indo-Zambia Bank. The Quantitative study was grounded by a positivism paradigm with a descriptive research design. A cross-sectional survey was undertaken using a structured questionnaire administered to 100 Indo-Zambia Bank employees who were chosen using stratified random sampling. Descriptive and Pearson correlation coefficient using SPSS were conducted to establish the statistically significant relationship between T&D and communication and assurance. Results reflect a statistically significant relationship between the T&D and communication (p < .002) and assurance (p < .001). The most implemented T&D programmes included KYC Training, Induction/Onboarding, Ethics & Confidentiality, Customer Service Excellence, Service Recovery/Complaint Handling, Digital Systems & IT Training, Communication & Interpersonal Skills, and Leadership/Coaching. The study concluded that T&D improves communication (r=.279) and assurance (r=.271). The study concludes that T&D programs at Indo-Zambia Bank significantly and positively influence communication and service assurance. At a policy level, the findings inform regulatory emphasis on continuous professional development as a mechanism for sustaining competitive service standards in Zambia’s financial sector.

This paper aims to examine the effects of Internal Corporate Social Responsibility (iCSR) practices on employees' job satisfaction, with specific focus on work-life balance and safety and health within commercial banks in Lusaka. In this paper, it is also aimed to explore the relative role of these iCSR dimensions in shaping job satisfaction in a developing country context where empirical evidence remains limited. We employed a quantitative research design using structured questionnaires administered to employees across 15 commercial banks. A dataset of 205 employees was collected, of which 146 valid responses were analyzed. Data were analyzed using SPSS Version 29, applying descriptive statistics, Cronbach’s alpha, Pearson correlation, and multiple regression analysis. Main findings of the study demonstrate that (i) work–life balance has a strong and statistically significant positive effect on job satisfaction (r = 0.9268, p < 0.001), accounting for 85.9% of the variance and emerging as the most significant predictor; (ii) safety and health shows a positive correlation (r = 0.926), but is not a statistically significant predictor in multivariate analysis, suggesting it functions as a hygiene factor; and finally (iii) iCSR practices can be differentiated into motivational and baseline factors, contributing to theoretical understanding while providing a Sub-Saharan African perspective. The study offers practical implications, indicating that banks should prioritize work-life balance initiatives while maintaining safety and health standards. It also provides guiding knowledge for policymakers and managers seeking to enhance workplace satisfaction and improve iCSR implementation.

This study investigated the effects of internal Corporate Social Responsibility (iCSR) practices on employee job satisfaction among commercial banks in Lusaka, Zambia. The research examined two key dimensions of iCSR: education & training, and pay & benefits. The investigation was motivated by the need to understand how specific iCSR practices influence employee satisfaction in the Zambian banking context, where limited empirical research has been conducted despite the growing importance of human capital management in competitive banking environments. The study employed a descriptive research design utilizing a quantitative research approach. The study was grounded in the positivist research paradigm. Data was collected from 146 employees across 15 commercial banks operating in Lusaka through digital self-administered structured questionnaires, representing a 71.2% response rate from the target sample of 205 respondents. Stratified sampling technique was employed to ensure representative selection across management levels (senior, middle, and lower management). Data analysis was conducted using SPSS Version 29.0, employing descriptive statistics (frequencies, means, standard deviations), Pearson correlation analysis, and multiple regression analysis. Statistical significance was determined at p < 0.05 level. The study revealed exceptionally strong positive relationships between pay & benefits and education & training iCSR dimensions and job satisfaction.  Pay and Benefits had a variance of (r = 0.9271, 85.96%. Education and Training demonstrated strong effects (r = 0.8935, 79.84% variance. A conceptual framework was developed that successfully integrated the two iCRS dimensions and their relationship with job satisfaction

This quantitative study assesses the effects of T&D programs on service quality at Indo-Zambia Bank. Few empirical studies have been conducted to assess the impact of T&D on service quality levels in banks in Southern African developing countries, including Zambia. This research tries to redress the existing knowledge gap and the limited body of literature by focusing on the Zambian bank. The study was grounded in a positivist paradigm with a descriptive research design. A cross-sectional survey was conducted using a structured questionnaire administered to 102 Indo-Zambia Bank employees selected through stratified random sampling. Descriptive and Pearson correlation analyses were conducted in SPSS to establish the statistically significant relationship between T&D and reliability and responsiveness. The results reflect a statistically significant relationship between T&D and reliability (p < .001) and responsiveness (p < .001). The most implemented T&D programmes included KYC Training, Induction/Onboarding, Ethics & Confidentiality, Customer Service Excellence, Service Recovery/Complaint Handling, Digital Systems & IT Training, Communication & Interpersonal Skills, and Leadership/Coaching.  The study concluded that T&D programs at Indo-Zambia Bank significantly and positively influence both SERVQUAL dimensions, with responsiveness most strongly enhanced by Induction/Onboarding and assurance most strongly driven by Ethics & Confidentiality training.  At the industry level, the study offers a contextually validated framework that regulators and training institutions may use to align professional development standards with measurable service quality outcomes in Zambia’s banking sector. Further research can be conducted in other sectors to verify whether the results will be the same

Small and Medium Enterprises (SMEs) are central to the Zambia’s economy, but often struggle with sustained profitability. This study examined the influence of entrepreneurial characteristics on SME profitability in Zambia. Specifically, the study aimed at; (i) identifying the key influential entrepreneurial characteristic and (ii) analysing the relationships between entrepreneurial characteristics and SME profitability. Entrepreneurial characteristics examined included; innovativeness, risk-taking, autonomy, confidence/negotiation skills, readiness, need for achievement, experience and education.  Data were collected from 201 SMEs registered with the Patents and Companies Registration Agency (PACRA) across seven urban canters through structured questionnaires administered in face-to-face approach. A systematic random sampling technique was used to select respondents. Factor analysis, Pearson correlation, and chi-square tests were used to analyse the data. Findings revealed that entrepreneurial characteristics significantly influence SME profitability, with autonomy emerging as the most influential characteristic. However, correlation analysis indicated that autonomy and other characteristics including; education, experience, innovativeness, readiness, confidence, need for achievement, and risk-taking do not have a significant direct linear relationship, implying that their influence is contingent on contextual factors like finance, regulations, and markets. The study concludes that entrepreneurial characteristics alone are insufficient for profitability; instead, their influence depends on their alignment with environmental opportunities, offering insights for policy, training, and SME support interventions. Therefore, policy and practice should move beyond narrow emphasis on formal education or abstract entrepreneurial characteristics. Interventions should promote adaptive leadership, decision-making under uncertainty, and resource mobilisation that promote autonomous behaviour.  

Small and Medium Enterprises (SMEs) are crucial to Zambia’s economic growth but continue to face challenges in sustaining profitability. This study examined the effect of firm characteristics on SME profitability, aiming to (i) identify the most influential characteristic and (ii) analyse their relationships with profitability. The characteristics assessed included firm size, firm age, debt finance, liquidity, and sales growth. Data were collected from 270 SMEs registered with the Patents and Companies Registration Agency (PACRA) across seven urban centres: Livingstone, Lusaka, Kabwe, Ndola, Kitwe, Chingola, and Chililabombwe, using structured, face-to-face questionnaires. Systematic random sampling was employed, and data were analysed using factor analysis, Pearson correlation, regression, and Chi-square tests. Results showed that firm characteristics collectively have a significant effect on SME profitability, though individual relationships were weak and statistically insignificant. Among the characteristics, sales growth had the strongest influence. However, regression results (R² = 0.002, F = 0.237, p = 0.790) indicated very weak predictive power, suggesting that firm characteristics explain only 0.2% of profitability variance. This implies that SME profitability in Zambia is influenced by the combined interaction of factors rather than individual characteristics. The study contributes new insights by identifying sales growth as the most influential factor, highlighting that sales growth drives SME profitability even in resource-constrained contexts like Zambia. Policymakers should prioritise integrated strategies that foster sales growth through innovation, market diversification, and digital marketing, while enhancing liquidity through accessible, low-interest financing. Financial policy reforms should prioritize accessible, low-interest financing mechanisms that enhance liquidity and sustainable debt utilisation.

As a crisis communication strategy, silence has received scant scholarly attention. This study, guided by an expanded version of the Image Repair Theory, where silence is a sixth strategy—alongside denial, evasion of responsibility, reducing offensiveness, corrective action and mortification—draws on semi-structured interviews with 12 South African public relations (PR) consultants—explores the consultants’ perception of this long-neglected crisis communication strategy. The findings demonstrate that crisis-affected organisations frequently apply silence to buy time for legal consultations, fact verification and internal messaging alignment. However, when used to avoid stakeholders or hide the unfolding crisis from them, it is reputationally risky. The study introduces the “Three-Clock Model”, comprising legal, organisational and media timelines, which, when aligned, enhance credibility and reputation. Theoretically, the study is an addition to the burgeoning body of work reconceptualising silence as a deliberate rhetorical strategy. Empirically, it enriches the under-developed literature on strategic silence and PR consulting.

This research investigates how dynamic capabilities contribute to improving public sector performance and the degree to which strategic management facilitates their implementation. This research employs Dynamic Capabilities Theory (DCT) to assess the impact of sensing (identifying and interpreting opportunities and threats), seizing (mobilising resources to capitalise on opportunities), and transformation (realigning structures, processes, and assets to adapt to change) on organisational performance. A quantitative, non-experimental correlational research design was utilised, employing structured surveys from 193 respondents in key public energy sector enterprises in Malawi. The findings indicate that sensing and transformation capabilities substantially improve performance, while seizing capability alone does not exert a direct influence unless combined with other strategic processes. The interplay between sensing and seizing underscores the necessity for public enterprises to both identify opportunities and implement effective actions in response. Organisational capability has emerged as a vital factor, highlighting the significance of workforce competence and institutional adaptability in enhancing performance. This study advances the theory of DCT by illustrating its relevance in public sector governance constraints and presents a quantitative framework for evaluating dynamic capabilities. Policy recommendations involve enhancing seizing capability by overcoming internal bureaucratic obstacles, promoting an adaptive organisational culture, advancing leadership development, and incorporating data-driven decision-making. These measures aim to empower public enterprises to effectively manage complexity, increase responsiveness, and attain

This study investigates the impact of public procurement procedures on the efficacy of public projects within Zambia's Ministry of Infrastructure, Housing and Urban Development (MIHUD) and the Ministry of Local Government and Rural Development (MLGRD).  Inefficient procurement methods, characterised by delays, cost overruns, and inferior project quality, have impeded the successful execution of public projects, especially in infrastructure and rural development.  The research is to evaluate the impact of Supplier Qualification Screening (SQS), Competitive Bidding (CB), and Supplier Evaluation (SE) on project performance.  A quantitative research methodology was utilised, employing a survey-based descriptive design to gather data from 120 procurement experts and project managers within the designated ministries.  Structural Equation Modelling (SEM) was employed to examine the correlations between procurement methods and project outcomes.  The results demonstrate that SQS and CB enhance project performance by facilitating timely delivery and cost effectiveness.  Nonetheless, SE exerted a detrimental impact, indicating that too rigorous evaluation processes may result in delays and impede project accomplishment.  Hypothesis testing validated these findings, corroborating the alternative hypotheses for SQS and CB, however SE demonstrated an inverse correlation with project outcomes.  The report advocates for the fortification of regulatory frameworks, the augmentation of capacity-building programs, the rectification of bureaucratic inefficiencies, and the encouragement of e-procurement platform usage to enhance procurement efficiency.  A review of supplier evaluation procedures is essential to avert needless delays in project execution.  The study's results have substantial implications for procurement reforms and efficiency enhancements in Zambia.  Improving openness, accountability, and stakeholder collaboration in procurement procedures can result in superior project outcomes, fostering national infrastructure development and socio-economic advancement, especially in rural regions.  Enhancing procurement policies and using digital solutions will be crucial in developing a more efficient and accountable public procurement system.

This purely qualitative study is about the perceptions of growth for Wood Processing SMEs at Lusaka’s Buseko and Mandevu-Chaisa markets. The first objective was to highlight factors that can contribute to the growth of wood processing SMEs at Buseko and Mandevu-Chaisa markets to grow into viable commercial ventures. The second objective was to ascertain the challenges SMEs in the wood processing industry were facing. The third objective was to explore the strategies that can be implemented by the wood processing SMEs to ensure profitability and growth of wood processing business ventures. An interpretivism paradigm was adopted targeting a sample size of 20 SMEs that were identified using a snowball sampling method from a population 82 SMEs. The information was collected using semi structured interview guides and analysed using an inductive thematic approach. The findings revealed that there was available market for wood products and there was evidence of some SMEs in wood processing at the two markets growing into commercial ventures. Lack of specialized commercial equipment, lack of government support towards SMEs in wood processing and lack of formal training in wood processing were identified as challenges. Access to commercial equipment, taking wood processing industry as a quick method of employment creation and marketing wood products were identified as strategies that can be implemented to ensure profitability and growth of wood processing SMEs. The study recommended access to commercial equipment through cooperative loans and promoting training of more youths in carpentry and joinery in order to alleviate employment shortage.   

E-procurement is a dynamic process that involves the seamless integration of various online activities, such as order creation, supplier selection, contract signing, and product delivery, all facilitated by the Internet. Governments worldwide are increasingly emphasizing the importance of effective electronic procurement systems in promoting transparency, accountability, and efficiency in public procurement processes, where taxpayer funds are utilized.  In Zambia, despite significant efforts by the government to promote the adoption of electronic procurement systems, such as e-procurement, challenges persist in ensuring their effectiveness. The failure to address the effectiveness of e-procurement within the Ministry of Health could have severe consequences. Inadequate adherence to procurement laws and regulations, as evidenced by the ZPPA report, may lead to inefficiencies, delays in procurement processes, and mis-allocation of resources. These inefficiencies can ultimately compromise the quality and availability of healthcare services, negatively impacting patient outcomes and public health. Additionally, the inability to harness the potential benefits of e-procurement, such as cost savings and streamlined processes, may perpetuate resource wastage and hinder efforts to improve healthcare delivery in Zambia. The main objective of this study was to assess the effectiveness of E-procurement systems at the Ministry of Health.  The research philosophy for this study adopted a Quantitative approach that emphasized the practical utility of research methods in addressing the research problem. The findings of the study showed that the evaluation of the e-procurement system within the Ministry yielded a comprehensive understanding of its current performance and highlighted areas needing improvement. The e-procurement system has generally been well-received by the majority of respondents, reflecting its positive impact on procurement processes. Users have rated the system as effective in streamlining operations, enhancing procurement efficiency, and being user-friendly. Based on the comprehensive analysis and findings of the study, the following recommendations were proposed to enhance the effectiveness of the e-procurement system within the Ministry: Enhance Communication, Boost Supplier Participation, Improve Supplier Responsiveness, Strengthen Data Security and Privacy Controls and Increase Transparency. By addressing these recommendations, the Ministry can significantly improve the effectiveness of its e-procurement system, leading to more efficient procurement processes, greater satisfaction among stakeholders, and a more streamlined and secure procurement environment. In practice, the study offered actionable insights for healthcare practitioners and industry professionals involved in supply chain management. From a policy perspective, the study informed the development of evidence-based policies within the Ministry of Health and other relevant governmental bodies

Access to health insurance is vital for achieving Universal Health Coverage, yet barriers such as high costs, inadequate coverage, and systemic inefficiencies often impede access to necessary health care. This study evaluated access to the National Health Insurance Scheme-provided services among enrollees at the outpatient department (OPD) of Levy Mwanawasa University Teaching Hospital (LMUTH) in Lusaka, Zambia, chosen for its role as a pioneering NHIS-accredited facility and its significance as a major publicly funded referral hospital. Data were collected in May 2024 from 270 systematically sampled NHIS enrollees at the OPD of LMUTH using an interviewer-administered questionnaire. Descriptive analysis revealed a balanced gender distribution, with most respondents aged 35 and above, married, holding tertiary education, and earning a monthly Zambian Kwacha (ZMW) of 20,000 or less. The thematic analysis using NVivo uncovered positive and negative experiences with NHIS services, highlighting issues such as medical service availability, drug shortages, service delays, technological problems, communication challenges, equity in service delivery, and coverage gaps. The key policy implications for improving access to NHIS services include enhancing supply chains, digital infrastructure, coverage to rural areas, staff training, public awareness of the NHIS, and information technology systems.

This study aims to review values congruence in supply chain management. Values congruence, commonly described by researchers as the sameness of object, idea, and people, are challenging to identify, measure and prove because values are inherent intangibles in people and only seen in one’s behaviour. As an exploratory study, this paper concentrated on the supply chain management process critical path identified as specifications, sourcing, evaluation, adjudication, contract management, and administration. The study also aims to investigate the extent of values congruence at every supply chain management critical path stage.  The data were coded, organized, and analyzed by applying the principles of the content analysis method. The main findings in this study revealed that Value congruence increased performance and projected profits, the environment, and society on the one hand. On the other hand, values incongruence contributed to poor organizational performance, malpractices, corruption, bankruptcy, and liquidations.

The article examined corporate governance's effects on the performance of cement-producing companies in Zambia. Assessing the performance of one of the manufacturing segments of the manufacturing industry because of the effects of corporate governance was detrimental to findings on why there is limited growth in the industry. The study specifically assessed the effects of board size, board independence, CEO duality, multiple directorships, and board tenure on the company's performance. A deductive approach strategy was used, which focused on four leading cement-producing companies in Zambia: Lafarge, Dangote, Sinoma, and Zambezi Portland. A sample population of 150 participants was targeted. Questionnaires collected primary and secondary data from the company’s audited reports. This study used the principal components analysis, correlation, and regression analysis using SPSS version 27. The study found and concluded a positive correlation and effect between multiple directorships and board independence on the company's performance. CEO duality positively impacted the company's performance, but it was not statistically significant. On the other hand, it was concluded and found that board tenure and board size had a negative effect on the company's performance. This implied that they had a reducing impact on the performance of the companies in the cement manufacturing industry. Cement companies should tailor the size of their boards to meet their unique requirements, even though board size and tenure have a negative and statistically significant effect on performance.

The study assessed the possibility of accounting fraud among Zambian listed companies with a focus on the mining sector and the relationship between related party transactions (RPTs) and financial statement manipulation (FSM). The financial statements (2012 to 2020) of listed companies were analysed to detect accounting fraud using the M-score and the Z-score. Descriptive statistics were used to explain the extent of FSM. The Chi-Square test of independence was employed to test the relationship between FSM and RPTs. Both the Z-Score and M-Score indicate that the mining companies were possibly involved in FSM. There is a relationship between the FSM and RPTs. The Total Accruals to Total Assets, Days in Sales in Receivables Index and Sales Growth Index show that revenue and profits were the most manipulated. The RPTs disclosures were the lowest for mining companies. Relevant authorities should not neglect FSM as a form of fraud despite the routine external audit of financial statements. There is the potential loss of tax revenue through accounting fraud.

The study's objective was to analyse the relationship between corporate governance attributes and financial reporting quality from a developing country perspective. Data was collected through quantitative content analysis of annual reports and audited financial statements (2012 to 2018) of Zambian-listed companies. This was a longitudinal study that involved panel data analysis. Therefore, a Hausman test was conducted to select the model to use. Panel regression analysis was used as a data analysis technique. Results show a statistically significant positive relationship between board size and financial reporting quality. A positive but statistically insignificant relationship existed between board accounting expertise, board gender diversity, audit committee independence and financial reporting quality. A negative but insignificant relationship existed between board independence and financial reporting quality. The corporate governance system alone cannot guarantee quality financial information by reporting entities. This could be related to the lack of an effective corporate governance system. Therefore, authorities must consider strengthening the regulatory enforcement mechanisms to ensure that companies achieve high financial reporting quality.

This study evaluates resources allocated for risk management by business organisations (financial and non-financial firms) in developing countries, using Zambia as a case study. Primary data collected from 158 organisations were analysed using MegaStat. The findings revealed that the majority (54.5%) of organisations, especially non-financial institutions, only commit resources to risk mitigation on an Adhoc or post-event basis, while 45.5% showed a budgeted approach. A significant part of the budgeted 45.5% was used for risk management activities, and 54.5% was used for regular daily operations. Despite this variation, all organisations engaged reported a significant expenditure on risk management, at least on Adhoc. At 4 degrees of freedom (df), which was one less than the total number of possible outcomes, a non-parametric test for significance yielded a scientific P-value of 1.57e-0.7, (a numerical magnitude of 0.0014, P< 0.05). This suggests that the correlation and pattern of the findings were not random or by chance, but they carried a statistical significance. The study's main findings demonstrate that some business organisations in Zambia and other developing countries incur significant expenditure with a higher portion of their budgets to respond to risk management needs. Business organisations which do not have formal risk structures do so informally due to pressure from emerging business risks. The findings also indicated that financial institutions in developing countries allocate more resources towards risk management than non-financial institutions. The Phi coefficient (degree of association) was 0.486, showing a moderately significant relationship between the variables (risk management and resource allocation). Business organisations in Zambia and other developing nations must develop sound risk mitigation plans and allocate resources for risk management.

Project leadership is still an active research topic. In the oil and gas industry, mega projects cost millions of dollars to execute, and project delays can lead to avoidable losses when exemplary leadership behaviour is adopted. The challenges impacting project performance can be resolved through efficient and effective leadership. The cost of project financing increases with delays in project completion, reducing project cost-benefit value, and escalating exposure of the environment to more damages from project activities. Eighty-two case studies in the literature were reviewed, and the salient attributes of project success were outlined. From the findings, we advocate for a leadership structure that recognizes the unique roles of project leadership with more emphasis on enhancing the team's effectiveness, hence Path-Goal Leadership. This study is premised on the oil and gas industry because it is currently the major driver of the Nigerian economy; hence effective project leadership can save the nation huge costs from project delays in this sector.

The purpose of this study was to establish the use of strategic thinking variables in a public university, the University of Zambia. Nine constructs of strategic thinking variables in this study are framed as strategic thinking general, thinking in time, intently focused, systems perspective, intelligent opportunism, hypothesis-driven, reframing, reflecting, and environmental analysis. A qualitative research design encompassing a review of documents and archival records, direct observation, and sense-making informed the evidence gathered in this study. The pre-strategic thinking phase covers the period 1966 to 1993, while the nascent strategic thinking phase covers the period 1994 to 2012 and the evolutionary strategic thinking phase covers the period 2013 to 2022. The findings of this study have revealed that in the pre-strategic thinking phase, the University was guided by the national development agenda for human capital development. The absence of an Institutional strategic plan and associated strategy documents points to a disconnection between optimal strategy and the strategic intentions of the University managers. In both the nascent strategic thinking phase and the evolutionary phase, significant gaps exist in the utilization of strategic thinking variables thinking in time, reframing, reflecting, environmental analysis, focused intent, and intelligent opportunism. This study suggests the University of Zambia should engage employees in the use of strategic thinking variables, with a view to increasing the chances of organizational success. Further, it seems possible that the hitherto limited use of strategic thinking as a practice in the University of Zambia may be hindering the achievement of organizational set goals. Through this conceptualization, this paper has attempted to fill a gap in strategic thinking literature as it pertains to public universities