An Analysis of the Impact of Training and Development on Service Quality in the Zambian Banking Industry, case of Indo-Zambia Bank
Elizabeth Nyirenda · Samson Mbanje · Joseph Mutangadura ORCID ↗
International Journal of Business Ecosystem & Strategy · 2026 · Vol. 8 / Issue 4 · 163-180
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Abstract
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
Keywords: {'name': 'Training and Development, Service Quality, SERVQUAL, Reliability, Responsiveness, relationship, framework'}
Authors & affiliations
Elizabeth Nyirenda
University of Lusaka
Samson Mbanje
University of Lusaka
Joseph Mutangadura
UNISA
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