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Purpose – The major objective of the study is to investigate the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived service quality and organisational performance within the retail sector in Zimbabwe. Also, the study sought to understand the moderating role of ICT on the effect of customer retention strategies on perceived service quality and organisational performance. Design/methodology/approach – A cross-sectional survey of 280 employees within Zimbabwe's retail sector was adopted and respondents were selected using simple random sampling method. A structured questionnaire with Likert type questions was used to gather data. Findings – The study findings indicate that the performance of organisations within the retail sector is influenced by superior service quality, selected customer retention strategies and also moderated by the use of ICT. Originality/value – The study contributes to the business management body of knowledge by assessing the effect of selected customer retention strategies (fair pricing, online marketing and frequent communication) on perceived service quality and organisational performance within the retail industry of an emerging economy. The study is also unique in that it used ICT to moderate the effect of selected customer retention strategies on perceived service quality and organisational performance.

Studies focusing on the effect of graduates' perceived service quality, graduates' satisfaction and loyalty on graduates' perceived job performance are scarce. Therefore, this study was conducted to narrow this knowledge gap. A cross-sectional survey of 430 university graduates was carried out in Harare, Zimbabwe. Structural equation modelling was used to test the research hypotheses. Results show that graduates' perceived service quality and loyalty each positively influences graduates' perceived job performance. It was found that graduates' satisfaction does not significantly influence graduates' perceived job performance.

Digitalisation is an emerging trend influencing enterprises in developing nations to adapt and improve entrepreneurial performance. The purpose of the study is to establish the relationship between entrepreneurship digitalisation and the performance of women businesses in an emerging economy. A quantitative research study was conducted in Mashonaland West province in Zimbabwe. Data were collected through structured questionnaires from 312 women entrepreneurs in various sectors of the economy using a self-administered structured questionnaire. Respondents were randomly sampled, and data were analysed using Structural equation modelling in Amos V21. The study found a strong correlation between women's entrepreneurial performance and the performance expectation of digital technologies. The results also indicate that women's entrepreneurship performance is positively impacted by the effort expectations of digital technologies. Additionally, the findings of the study suggest that entrepreneurs' age has a moderating effect on the relationship between entrepreneurship digitalisation and women entrepreneurship performance. [ABSTRACT FROM AUTHOR]

Globally, SMEs contribute immensely to economic growth and development in both developed and developing countries. This necessitate the need for funding for SMEs for them to contribute meaningfully and sustainably to economic growth and development. Nevertheless, SMEs funding remain a challenge in most countries especially developing ones. Therefore, this study aimed to establish the effect of debt financing (short-term debt, long-term debt, and trade credit) on the financial performance of SMEs in Zimbabwe. Financing SMEs has been a challenge for many SMEs worldwide. Notwithstanding that SMEs contribute immensely to the growth of an economy, SMEs remain underfunded especially in developing economies. Their contributions include poverty reduction, increased job opportunities, competitiveness, and productivity in the industrial sector. This study adopted a positivism philosophy and a cross sectional survey design. Quantitative data were gathered from 210 SMEs using a structured questionnaire with Likert-type responses. The findings show that debt financing (short-term debt, long-term debt, and trade credit) positively influences the financial performance in emerging markets. This study contributes to studies that prove a significant relationship between debt financing and financial performance in sectors other than SMEs. Thus, SMEs are advised to use debt financing to improve their financial performance. [ABSTRACT FROM AUTHOR]

The method by which government and public institutions make acquisitions lays the groundwork for development of rural district councils by enabling critical investments in terms of physical infrastructure and institutional capacity building. The purpose of this study was to establish the relationship between procurement objectives, procurement process, procurement management, and value for money on Zimbabwe's Rural District Councils (RDCs). The study was guided by the Practice Based View and the Supply Chain Practice Perspective. A structured, closed-ended, self-administered Google form questionnaire was used to collect responses from 30 out of 60 randomly chosen RDCs in Zimbabwe. 207 useful responses were obtained from 264 supervisory staff and procurement officials. The procurement process, procurement objectives, and procurement management were found to positively influence value for money. The results also indicate that procurement objectives positively influenced the procurement process, while the procurement process was found to have a positive effect on procurement management. This study provides fresh insights and validates existing knowledge on the procurement process, procurement objectives, procurement management, and value for money in the RDCs. As this study demonstrates how procurement practices have a direct impact on value for money, it advances our understanding of public procurement and value for money in developing countries like Zimbabwe. Moreover, the study findings support both the Practice Based View and the Supply Chain Practice Perspective in that the results show that procurement practices when effectively managed and aligned with the objectives of the organization, they contribute to achieving value for money in procurement. outcomes. [ABSTRACT FROM AUTHOR]

The public sector performance can be judged through the ability to deliver expected service to residents within the community. The purpose of this study was to examine the influence of leadership style and employee-perceived service quality on perceived public health sector performance. Also, the study sought to understand whether procurement practices mediate the effect of leadership style on perceived service quality. A cross-sectional survey of 380 public health sector employees was conducted in Mashonaland central Province in Zimbabwe between September and October 2022. Structural equation modelling (SEM) in AMOS Version 25 was employed to test research hypotheses. The study established that both leadership style and perceived service quality influence public health sector performance. The study further concluded that procurement practices partially mediate the influence of leadership style on perceived service quality. Also, the study established that employee-perceived service quality partially mediate the influence of procurement practices on perceived public health sector performance. Finally, the study found out that employee-perceived service quality partially mediate the influence of leadership style on perceived public health sector performance. [ABSTRACT FROM AUTHOR]

As a way of buttressing customer relationship management, it is prudent that banks integrate digital transformation as a matter of urgency. To this end, our study's objective was to establish the contribution of digital transformation on customer relationship management within the banking sector. Our study was hinged on Technology Acceptance Theory and the Identify, Differentiate, Interact and Customise Theory. The sample (348) for the study was drawn from 5 commercial banking employees, and these were randomly selected. A structured questionnaire with Likert type questions was used to collect data, which was analysed using SPSS. Our research findings indicate a positive relationship between digital transformation and customer relationship management. The current study recommends measures that guide the development of digital transformation processes within the banking sector. This research is important as it provides solutions, which can assist management and contact centres for commercial banks to manage customer relationships in modern business. Specifically, our research introduces a new e-customer relationship management system that is technically embedded into e-banking channels. [ABSTRACT FROM AUTHOR]

Superior service quality plays a crucial role within the services industry. The study examined the effect of employee training and empowerment on perceived service quality. Also, the study investigated the mediating role of employee motivation and internal communication on the effect of employee empowerment on perceived service quality. The study results confirm that both employee training and empowerment positively influence perceived service quality. Also, internal communication and employee motivation were found to partially meditate the effect of employee empowerment on perceived service quality. Theoretical, practical, and future research implications were discussed. [ABSTRACT FROM AUTHOR]

The main purpose of this research is to examine the challenges hindering sustainability of women entrepreneurship in rural areas of Manicaland province, Zimbabwe. A qualitative research was conducted in Manicaland province in Zimbabwe. Data were collected through interviews from 30 women entrepreneurs in the various sectors of the economy. The respondents were specialised in vegetable vending, operating clothing flea markets and cross border trading. Interview guide was used to collect data from respondents and the major theme approach were used to analyse and present data. The study established that women entrepreneurs face various challenges such as lack of collateral security to access funding; lack of market information and occurrence of disasters in the localities. These challenges hinder sustainability of women entrepreneurship in Zimbabwe. It was highlighted that there is compelling need for availing market information; adequate knowledge and skills; supportive government schemes; need for community involvement and participation to support women entrepreneurial activities in the study area. It is clear that if the discovered challenges are not addressed, sustainability of women entrepreneurship will remain a dream. The study came up with strategies for improving women entrepreneurship activities in the Zimbabwean context. Future research can be done in other provinces s to avoid generalisation of findings based on this particular study. Many challenges hinder the sustainability of women entrepreneurship. Major impediments to women entrepreneurship comprises inadequate support from government schemes, patriarchal societal structure of the community, lack of relevant entrepreneurial knowledge to manage businesses, lack of collateral security to access funding, time limitation or role conflict to balance family pressures and business. The study recommends proper entrepreneurship education and training, supportive government schemes and access to network affiliation/connection to sustain women entrepreneurship in Zimbabwe. [ABSTRACT FROM AUTHOR]

The paper examines the nexus between technological financial innovation and financial performance in banking sector. A positivist philosophical orientation approach guided this paper wherein an eight year quarterly panel data for a time period ranging from 2015 to 2021 for thirteen commercial banks in Zimbabwe was adopted for data collection. STATA software was used to analyse the impact of each dimension of technological financial innovation on commercial financial performance. The results showed that the use of automated teller machines and internet banking have strong positive relationship with financial performance, whilst a weak positive relationship was established between mobile banking and financial performance of commercial banks. Moreover, an insignificant association was established between electronic funds transfer and financial performance of commercial banks. The major implication was that banks should intensify the adoption of financial innovation as it enhances their operations. [ABSTRACT FROM AUTHOR]