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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.