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The study's primary objective was to analyze the effectiveness of e-customer service platforms on customer satisfaction in commercial banks in Botswana, using ABSA bank as a case study. The secondary objectives were to assess the effectiveness of reliability, responsiveness, assurance, empathy and tangibles of e-customer service platforms on customer satisfaction at ABSA bank. A positivist research philosophy was adopted. A cross-sectional survey design was used to collect data and probability sampling was employed. Data were collected from 180 customers who use ABSA e-customer services platforms using a structured questionnaire with Likert-type questions. Reliability was assessed using Cronbach’s alpha (?). Data were analysed using descriptive statistics, which include mean and standard deviation. Regression and correlation were applied to test research hypotheses. Results indicate that reliability, responsiveness, assurance, empathy and tangibles of e-customer services platforms at ABSA are positively linked to customer satisfaction. ABSA Bank management is therefore recommended to focus on continuous improvement on customer experiences to satisfy customers. Thus, ABSA should ensure that its services are unique, unforgettable and memorable such that customers are satisfied and share the positive word of mouth about the benefits offered by the bank. ABSA should also consider customer experience and continuous improvement of digital banking platforms as tools that can be used to increase customer satisfaction and loyalty. It is recommended that future studies be carried out across other banks in Botswana and the African context as well. 

The COVID-19 pandemic prompted a widespread shift towards remote work, driven by the imperative of social distancing. This transition has compelled organizations and individuals worldwide to explore alternative employment arrangements. Botswana, like many other nations, witnessed a significant uptake of remote work, leading to the formulation of remote work policies by numerous institutions. To ensure the viability of these policies, it is essential to consider their practicality for both companies and employees. The pandemic offered institutions such as the Botswana Unified Revenue Service (BURS) an opportunity to investigate the efficacy of working-from-home (WFH) arrangements, which could play a pivotal role in shaping future labor policies to accommodate flexible working hours. This study leverages data from BURS to scrutinize the impact of WFH during the COVID-19 pandemic on employee productivity in Botswana. Employing descriptive qualitative research methods and conducting in-depth interviews with 18 BURS personnel who experienced WFH during the lockdown, the study employs theme analysis and non-probability sampling to analyze the collected data. The findings reveal that WFH contributed to increased employee productivity, underscoring the importance of allocating adequate resources to optimize WFH performance in organizations.

This study investigated the nexus between financial development and economic growth, exploring the short-run and long-run impact of financial development on economic growth in the Sothern African Development Community (SADC). The SADC was fragmented into middle-income countries and low-income countries so as to ascertain the income effect on the nature of the relationship, an exploration not considered by previous studies. The study used panel data covering the period 1980 to 2020. It employed the Autoregressive Distributed Lag (ARDL) Bounds and the Toda and Yamamoto and Dolado and Lütkepohl (TYDL) models to examine the relationship and the direction of causality respectively. In the short run, financial development, through domestic credit to the private sector, spurs economic growth and in the long run financial development focus should be on promoting bank deposits. Causality tests between economic growth and financial development tests showed mixed results depending on the variable used for measuring financial development. In addition, the SADC countries are encouraged to strengthen their financial sector legislation, strategies, and banking system supervision so as to enhance the financial sector efficiency as well as to realise the benefits of financial innovation.

The unprecedented rate of urbanization across the world has led to increased demand for good, affordable housing. This research was conducted to ascertain the reasons and challenges of urbanization on housing shortages in Gaborone, Botswana. The focal point of this study was to assess the impact of urbanization on the demand of housing in Gaborone, Botswana. Thereafter the study recommended astute strategies desirable to curb the problem of urbanization and scarcity of accommodation in Gaborone. This research used a descriptive research design and distributed questionnaires to Gaborone residents during data collection. The researchers used stratified and clustered sampling methods. The study results indicated the need for better educational facilities and employment opportunities as the major causes of urbanization in Gaborone. Shortage of housing, high rentals and escalating land prices were also identified as some of the major challenges of urbanization in Gaborone. The study recommended that the government to introduce rent control measures to restrict rising prices, the private sector should be encouraged to further participate in the provision of accommodation for different income groups to be sold or leased at subsidized rates. The study also recommended the government to buy plenty of land and real estate, to reduce speculative behaviour of land barons.

This study seeks to measure the effectiveness of traditional media in promoting tourism in this digital age in KwaZulu-Natal, South Africa. This study employed a descriptive research design and a questionnaire was used to collect the data. The findings revealed that traditional and online media are more or less equally competitive in promoting tourism. Traditional media is still effective in promoting tourism in this digital age, especially in the domestic market. The study concluded and recommended that tourism marketers and authorities must come to terms with coexistence with traditional media and online media. There is no need to rely on one media to do it all. Where traditional media is lacking, online media must be there to make up for the difference and enhance the tourist experience.

Does Botswana’s economic growth drive insurance sector development or follows it? This study evaluates the empirical applicability of the supply-leading and demand-following hypotheses. It employs the Autoregressive Distributed Lag bounds testing approach and Granger causality analysis within a Vector Error Correction Model framework, to examines the significance of dynamic long-run, short-run and causal relationship between the Insurance sector development (total insurance penetration) and economic growth (Gross Domestic Product per capita) over the period 2000–2023. To reduce specification bias, the control variables used are gross fixed capital formation for physical capital accumulation, inflation for macroeconomic stability and trade openness for external trade exposure. The findings indicate a statistically significant long-run cointegrating relationship among the variables, with inflation exerting a highly significant negative effect on Gross Domestic Product per capita while total insurance penetration indicates a statistically insignificant direct long-run impact. In the short run, total insurance penetration exerts a robust and statistically significant negative effect on Gross Domestic Product per capita, validating the presence of a 'savings-substitution' effect and domestic capital leakage channel identified in earlier literature. The Pairwise Granger causality analysis yields a strong backing for the demand-following hypothesis at 5% significance level, and a weak evidence of a supply-leading effect at 10% level meaning the insurance market acts primarily as a passive responder to macroeconomic expansion rather than a primary growth locomotive. Policy recommendations stress the need for regulatory reforms to boost domestic insurance premiums reinvestment, stimulate structural product innovation, and deepen financial inclusion to unlock growth-insurance complementarities.

In small and emerging markets like Botswana, what drives the financial resilience of non-life insurers? This study takes a closer look at this question, evaluating audited financial statement data from 14 Non-Bank Financial Institutions Regulatory Authority (NBFIRA) licensed insurers across the year 2010–2022 period. The resulting unbalanced panel dataset of 127 firm-year observations in total is used to test ten potential determinants: profitability, underwriting risk, reinsurance dependence, firm size, leverage, liquidity, asset tangibility, premium growth, firm age, and ownership structure. Following diagnostic testing via the F-test, Breusch-Pagan LM test, and Hausman specification test, the Fixed Effects (FE) model was retained as the preferred estimator. As findings, underwriting risk, rather than weakening solvency, showed the strongest positive association with capital adequacy. The most credible explanation for this is regulatory, companies with heavier claims exposure appear to respond to supervisory pressure by holding more capital, not less. Reinsurance dependence, firm size, liquidity, and asset tangibility were also positively significant, highlighting the importance of risk-transfer mechanisms and effective liquidity management. On the other hand, profitability, leverage, growth, and firm age fell short of significance reflecting the structural constraints of a concentrated, domestically oriented market rather than any theoretical irrelevance of these factors. Risk management practices and firm-specific structural characteristics positively influence solvency adequacy among Botswana's non-life insurers instead of profitability or growth considerations. This research adds to the already existing limited empirical evidence of drivers of solvency margins in Botswana and the Sub-Saharan Africa providing useful insights for insurers, regulators, and policymakers seeking to strengthen risk-based supervision and promote the long-term stability of the insurance sector in Botswana.

This paper analyses the impact of economic globalisation on income inequality in Botswana, emphasising both direct and indirect transmission mechanisms. The study utilises annual time-series data from 1990 to 2023, employing the Autoregressive Distributed Lag (ARDL) model and the Toda–Yamamoto Distributed Lag (TYDL) Granger causality method to examine the interrelations among economic globalisation, trade openness, inflation, economic growth, and income inequality. The results indicate a consistent long-term link among the variables, wherein economic globalisation diminishes income disparity, whilst broader globalisation and trade openness likely to intensify it. The causation findings indicate that both economic globalisation and globalisation directly impact income disparity, while globalisation also indirectly influences inequality via inflation. Real GDP per capita indirectly affects inequality via globalisation, while exports directly contribute to inequality. The study indicates that while economic globalisation fosters economic growth and integration, its advantages are inequitably allocated. It advocates for inclusive economic globalisation policies, targeted fiscal redistribution, financial inclusion, and export diversification to guarantee equitable and sustainable growth in Botswana.

This study examines the corporate governance frameworks of family-owned enterprises in Botswana. Family enterprises constitute a fundamental component of the nation's private sector, accounting for over 70% of GDP and providing employment for approximately 60% of the labour force. Notwithstanding their economic significance, these firms encounter ongoing issues in governance, especially concerning leadership succession, board composition, and professionalisation. This study utilises agency theory, stewardship theory, and the resource-based view, employing a mixed-methods strategy that includes the distribution of 150 structured questionnaires across several sectors such as retail, agriculture, hospitality, and professional services. The results indicate that companies with formal governance frameworks, including independent professional boards, written succession plans, and family protocols, consistently excel in strategic decision-making, transparency, and long-term sustainability compared to their competitors. Nonetheless, obstacles to implementation persist, since numerous enterprises are impeded by cultural opposition to non-family leadership, insufficient understanding of governance mechanisms, and a tendency towards informal decision-making. The article finishes by providing pragmatic ideas for policymakers, entrepreneurs, and development agencies to enhance resilience and competitiveness in this crucial industry.

Business Model Innovation (BMI) has been widely recognised by management scholars as a significant approach to analyse complex organisational issues and address challenges in volatile business contexts.  Small and Medium Enterprises (SMEs) operating in highly turbulent business environments struggle to be viable. Hence, the need to adopt appropriate business models to ensure resilient and viability. This study sought to examine the influence of BMIs on the ability of SMEs in developing nations to withstand and recover from challenges posed by unstable business environments. This study uses a quantitative approach, with a cross-sectional survey to collect empirical evidence from 327 SMEs selected through quota sampling.  Using Structural Equation Modeling (SEM) method, results of the study reveal that BMI has a positive impact on the resilience of SMEs. The findings demonstrated that implementing innovative modifications in the business model, namely value creation, value capture, and value proposition positively influence the resilience of SMEs. The study concludes that implementing innovative business models contributes to the development of resilience among SMEs in emerging economies. This paper is relevant to SMEs operating in developing economies as well as those in volatile business environments.