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This study aimed to develop an integrated framework for measuring the ROI of T&D interventions for academic staff in South African public universities. Measuring the ROI and impact of T&D on employee performance is critical for demonstrating value. T&D professionals face increasing pressure from top management to show tangible business benefits for their interventions. An interpretivist approach was adopted using qualitative methods. Fourteen participants were purposefully selected from six universities, the Department of Higher Education and Training (DHET), the Department of Science and Innovation (DSI), and the Education, Training and Development Practices Sector Education and Training Authority (ETDPSETA). Data were collected through interviews and document analysis and were analyzed thematically. Four themes that emerged from data included T&D interventions, management of interventions, support for interventions, and ROI measurement. Universities assessed impact at multiple levels (reaction, learning, behavior, and results) but did not fully implement Phillips’s ROI methodology. While some ROI elements, such as training costs and benefits, were considered, government institutions supporting universities did not directly measure ROI but expected universities to evaluate interventions against set objectives. The study provides an integrated ROI framework suitable for T&D interventions in South African public universities. It provides practical recommendations for improving ROI measurement and accountability and suggests directions for future research.

The transition from informal to formal economy represents a fundamental transformation in how organisations manage their human resources, especially regarding employee training and development. This study explores how formalisation reshapes training and development practices in Zimbabwean business enterprises, focusing on the link between enhanced employee capabilities and perceived career growth opportunities. Drawing on an interpretive phenomenological study of 25 participants, including employees, HR managers, business owners/executives and policymakers from organisations that have formalised their operations within the past five years, the research captures lived experiences of training transformation across manufacturing, retail, hospitality, construction, mining and transport sectors. The findings reveal a significant shift from unstructured, experiential learning characterised by “trial and error” and peer observation to systematic, structured training programmes including formal induction, technical upskilling, safety compliance workshops, customer service training and regular refresher courses. Crucially, formalisation has made it possible for long-term career advancement through employer-funded external certifications, nationally recognised qualifications, leadership development and clear progression pathways. However, challenges persist including uneven access to training across departments, resource constraints affecting training frequency and difficulty balancing productivity with development activities. With implications for practice and policy in transitioning economies, the study provides empirical data on how formalisation changes human capital development from a survival mechanism to a strategic career-enabling function.

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.

In today’s era of disruption and rapid technological advancement, the demands for organisational competence development are on the rise (Richter et al., 2020; Schaeffer, 2017). Making investment in human capital development the single most guarantor or tonic for sustainable competitive advantage for any organisation. The primary purpose of this study is to examine the relationship between training, demographic variables and employee job satisfaction. The research employs a positivist paradigm, utilising a deductive approach characterised by quantitative methods. It incorporates a longitudinal study and a pre-post quasi-experimental survey design to gather data from a randomly sampled population of 526 participants from 5 companies in South Africa. Utilising diverse multivariate statistical methods, such as analysis of variance (ANOVA) and correlation and regression modelling, for data analysis. The study’s empirical evidence revealed that (i) those workers who received more training are more motivated than those who received less or no training at all. Further, categories of demographic variables that led to a significant increase in the dependent variable i.e. “employee motivation and job satisfaction” consisted of skilled workers, females, South Sotho language group, those who had post-Matric qualifications and those with 6 – 10 years’ experience in the same job. This paper offers insights to management, especially HR policy makers on creating a learning culture and embrace the value of continued investment in human capital. Plethora of documentary evidence proved T&D to be the predictor of organisational efficiencies, profitability and long-term survival and growth. 

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

The transition from informal to formal economy represents a fundamental transformation in how organisations manage their human resources, especially regarding employee training and development. This study explores how formalisation reshapes training and development practices in Zimbabwean business enterprises, focusing on the link between enhanced employee capabilities and perceived career growth opportunities. Drawing on an interpretive phenomenological study of 25 participants, including employees, HR managers, business owners/executives and policymakers from organisations that have formalised their operations within the past five years, the research captures lived experiences of training transformation across manufacturing, retail, hospitality, construction, mining and transport sectors. The findings reveal a significant shift from unstructured, experiential learning characterised by “trial and error” and peer observation to systematic, structured training programmes including formal induction, technical upskilling, safety compliance workshops, customer service training and regular refresher courses. Crucially, formalisation has made it possible for long-term career advancement through employer-funded external certifications, nationally recognised qualifications, leadership development and clear progression pathways. However, challenges persist including uneven access to training across departments, resource constraints affecting training frequency and difficulty balancing productivity with development activities. With implications for practice and policy in transitioning economies, the study provides empirical data on how formalisation changes human capital development from a survival mechanism to a strategic career-enabling function.

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.

In today’s era of disruption and rapid technological advancement, the demands for organisational competence development are on the rise (Richter et al., 2020; Schaeffer, 2017). Making investment in human capital development the single most guarantor or tonic for sustainable competitive advantage for any organisation. The primary purpose of this study is to examine the relationship between training, demographic variables and employee job satisfaction. The research employs a positivist paradigm, utilising a deductive approach characterised by quantitative methods. It incorporates a longitudinal study and a pre-post quasi-experimental survey design to gather data from a randomly sampled population of 526 participants from 5 companies in South Africa. Utilising diverse multivariate statistical methods, such as analysis of variance (ANOVA) and correlation and regression modelling, for data analysis. The study’s empirical evidence revealed that (i) those workers who received more training are more motivated than those who received less or no training at all. Further, categories of demographic variables that led to a significant increase in the dependent variable i.e. “employee motivation and job satisfaction” consisted of skilled workers, females, South Sotho language group, those who had post-Matric qualifications and those with 6 – 10 years’ experience in the same job. This paper offers insights to management, especially HR policy makers on creating a learning culture and embrace the value of continued investment in human capital. Plethora of documentary evidence proved T&D to be the predictor of organisational efficiencies, profitability and long-term survival and growth. 

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

This study aimed to develop an integrated framework for measuring the ROI of T&D interventions for academic staff in South African public universities. Measuring the ROI and impact of T&D on employee performance is critical for demonstrating value. T&D professionals face increasing pressure from top management to show tangible business benefits for their interventions. An interpretivist approach was adopted using qualitative methods. Fourteen participants were purposefully selected from six universities, the Department of Higher Education and Training (DHET), the Department of Science and Innovation (DSI), and the Education, Training and Development Practices Sector Education and Training Authority (ETDPSETA). Data were collected through interviews and document analysis and were analyzed thematically. Four themes that emerged from data included T&D interventions, management of interventions, support for interventions, and ROI measurement. Universities assessed impact at multiple levels (reaction, learning, behavior, and results) but did not fully implement Phillips’s ROI methodology. While some ROI elements, such as training costs and benefits, were considered, government institutions supporting universities did not directly measure ROI but expected universities to evaluate interventions against set objectives. The study provides an integrated ROI framework suitable for T&D interventions in South African public universities. It provides practical recommendations for improving ROI measurement and accountability and suggests directions for future research.