DO CUSTOMER SATISFACTION AND LOYALTY MEDIATE THE EFFECT OF GRADUATE’S PERCEIVED SERVICE QUALITY ON GRADUATE’S PERCEIVED JOB PERFORMANCE?

The study investigated the mediating role of customer satisfaction and loyalty on the effect of perceived service quality on perceived job performance. Based on a sample size of 571, a cross-sectional survey was conducted in Harare, Zimbabwe. Hypothesised relationships were tested using structural equation modelling. Results show that perceived service quality positively influences perceived job performance, customer satisfaction and loyalty. The influence of perceived service quality on perceived job performance was found to be partially mediated by both customer satisfaction and loyalty. Results have theoretical and managerial implications

Self-Perceived Job Performance as a Mediator of the Effects of Academic Satisfaction and Quality on Loyalty

Globally, there is increased customer mobility and competition within the higher education sector. As such, university management and administration practices should consider academic satisfaction, quality and loyalty as important factors to infl uence graduate job performance. The study was conducted to see if self-perceived job performance had a role in mediating the effect of academic satisfaction and perceived academic quality on academic loyalty. Data was collected from 714 respondents using a cross-sectional survey. The covariance-based structural equation modelling was used to test the hypotheses. According to the study results, self-perceived job performance partially mediates the eff ect of both academic satisfaction and academic quality on academic loyalty. The study fi ndings emphasise the importance of graduate quality and satisfaction in influencing loyalty. Thus, the higher education sector should take cognisance of self-perceived job performance as this also infl uences academic loyalty

INFORMATION COMMUNICATION TECHNOLOGY MEDIATION ON SUPPLIER RELATIONSHIP MANAGEMENT AND ORGANISATIONAL PERFORMANCE

This study sought to assess the mediation effect caused by information communication technology on supplier relationship management and organizational performance. RAOSOFT sample size calculator was used to calculate the sample size of 160 employees from firms in the packaging printing industry in Harare, Zimbabwe. A cross-sectional survey design was adopted for the study. Supplier relationship management was found to positively influence the adoption of information communication technology. Moreover, the mediating role of information communication technology on the relationship between supplier relationship management and organizational performance was also established. The study adds to existing supply chain body of knowledge as it explores the mediation role of information communication technology to supplier relationship management and organizational performance. The results corroborate earlier studies that focused on the relationships between information communication technology and organizational performance.  The study was focused to the packaging printing industry in Harare Zimbabwe, thus affecting the generalisation of the findings. Therefore, future studies on the mediation effect of ICT on SRM and organizational performance should be conducted in other industries in Zimbabwe and the Southern Africa region

Examining the influence of social media eWOM on consumers’ purchase intentions of commercialised indigenous fruits (IFs) products in FMCGs retailers

Despite noteworthy advancement of theoretical and practical knowledge of social media eWord-of-Mouth with evidence from prior empirical research, the influences consumers’ purchase intentions of commercialised indigenous fruits products in fast moving consumer goods retailers remains unexplored in academic domain. Therefore, the purpose of the study is to examining the role of social media word-of-mouth on consumers’ purchase intentions of commercialised indigenous fruits products in fast moving consumer goods retailers. It is based on a nomothetic quantitative methodology, where a survey was applied to collect responses from consumers of commercialized indigenous fruits products in selected fast moving consumer goods retailers in Marondera town, in Mashonaland East province of Zimbabwe. The structural equation modelling validated results confirm that quality, source credibility, usefulness of information and information adoption have influence on social media electronic word-of-mouth on consumers’ purchase intentions of commercialised indigenous fruits products in fast moving consumer goods retailers. In line with the current research results, complementary cross-sectional studies using the same methodology in different geographical areas in the same focus can be applied to check for relevancy, reliability and applicability. However, the current study, originally contributes to digital marketing, information communication technologies or information systems and food marketing practice and theory building. Further to this, it provides researchers with an agenda for future research directions

Examining the influence of social media eWOM on consumers’ purchase intentions of commercialised indigenous fruits (IFs) products in FMCGs retailers

Despite noteworthy advancement of theoretical and practical knowledge of social media eWord-of-Mouth with evidence from prior empirical research, the influences consumers’ purchase intentions of commercialised indigenous fruits products in fast moving consumer goods retailers remains unexplored in academic domain. Therefore, the purpose of the study is to examining the role of social media word-of-mouth on consumers’ purchase intentions of commercialised indigenous fruits products in fast moving consumer goods retailers. It is based on a nomothetic quantitative methodology, where a survey was applied to collect responses from consumers of commercialized indigenous fruits products in selected fast moving consumer goods retailers in Marondera town, in Mashonaland East province of Zimbabwe. The structural equation modelling validated results confirm that quality, source credibility, usefulness of information and information adoption have influence on social media electronic word-of-mouth on consumers’ purchase intentions of commercialised indigenous fruits products in fast moving consumer goods retailers. In line with the current research results, complementary cross-sectional studies using the same methodology in different geographical areas in the same focus can be applied to check for relevancy, reliability and applicability. However, the current study, originally contributes to digital marketing, information communication technologies or information systems and food marketing practice and theory building. Further to this, it provides researchers with an agenda for future research directions

Challenges hindering women entrepreneurship sustainability in rural livelihoods: Case of Manicaland province

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

Mediators of the relationship between service quality and customer loyalty

Purpose There is a dearth of studies that have investigated mediators of the effect of service quality on customer loyalty under the conditions prevailing in Zimbabwe; where bank customers’ confidence in the banking system has been dented by bank failures. Therefore, the purpose of this paper is to investigate the mediators of the effect of service quality on loyalty among bank customers in Zimbabwe. Design/methodology/approach A cross-sectional survey of 310 bank customers was conducted in Chinhoyi, Zimbabwe. A questionnaire with Likert type questions was used to collect data. Customers were randomly intercepted as they walked out of five major banks. Structural equation modelling was used to test the proposed relationships. Findings The study found that service quality, satisfaction and corporate image all have positive direct effects on loyalty. It was also found that satisfaction and corporate image all mediate the effect of service quality on loyalty. Research limitations/implications The study was conducted in Chinhoyi, one of the emerging towns in Zimbabwe. There is a need to conduct more similar studies in other parts of the world in future in order to have a better understanding of this subject. Practical implications Banks are advised to address issues to do with service quality, customer satisfaction and corporate image when designing marketing programmes intended to increase customer loyalty. Originality/value Studies that have investigated mediators of the relationship between service quality and customer loyalty in banking environments such as in Zimbabwe are scarce. This study was conducted to address this knowledge gap. Relationships among customer loyalty and its antecedents are not likely to change due to conditions prevailing in a particular banking environment. </jats:sec

Intensifying service delivery: are procurement framework agreements relevant?

Around the globe, public management research covers little enquiry on advancing service delivery in service delivery organisations like local authorities. Yet, the call for timely service delivery within local authorities is on the increase, there is need for flexible procurement methods which facilitate quick deliveries to advance expected service delivery by residents. Against this backdrop, this research undertook a survey to answer if procurement framework agreements advance service delivery moving forward. Drawing on a unique sample of 55 local authorities’ procurement practitioners in Zimbabwe, the research findings point to the likely hood of advancing service delivery greater through use of procurement framework agreements. Since lack of practical know-how is the main reason for slow use of this method, public procurement authorities should focus on procurement cadre development, capacity building and engaging market suppliers. Thus, this research uncovers fresh insights on how procurement practitioners can leverage on procurement framework agreements to enhance expected service delivery in local authorities and put forward the call for the urgent integration of the procurement method going forward