Impact of Total Quality Management on Customer Satisfaction in the Retail Sector: Case of indigenous Supermarkets in Botswana.

The study sought to investigate the impact of Total Quality Management on customer satisfaction on indigenous supermarkets in Botswana. In today’ s contemporary business environment, customers no longer tolerate poor or average quality of products or services, leading organizations to seek ways to overcome the problem of mediocre quality of service and product. Total Quality Management is one of the prominent quality improvement practices, whose goal is total dedication and commitment to nonstop process of improving the quality and productivity of organizations. The objectives of the study were to identify service quality attributes to invest in order to enhance customer satisfaction, to determine the impact of total of TQM on customer satisfaction and finally to determine the relationship between service quality attribute and customer satisfaction.  To achieve the objectives, the researcher integrates the famous Servqual scale into Kano Model to bridge the gap between marketing and total quality management. A sample of 128 respondents was randomly chosen from ten indigenous supermarkets in Gaborone, Botswana. The Profusion method was employed to get reliable robust results and identify service quality attributes which indigenous supermarkets should invest into in order to compete competitively in the retail sector. The Consumers Satisfaction index was also employed to measure the extent of service quality attributes that evoke customer satisfaction and dissatisfaction respectively. SPSS version 20 was used to compute the regression and correlation coefficients to determine the relationship between TQM and customer satisfaction. The results obtained in the study suggest that TQM has a significant on customer satisfaction and where it is not implemented customer dissatisfaction lever increases as in the case of indigenous supermarkets in Botswana. Indigenous supermarkets need to have quality as one of its strategic focus and make quality the focus of every employee. Indigenous supermarkets must stop buying and selling generic brands. They also need to continuously engage its customers in order to understand their needs and develop TQM goals and strategies based on customer needs. In order to realize the full benefits of TQM, indigenous supermarkets should invest in employee empowerment and involvement. Continuous improvement is a must for indigenous supermarkets and to achieve this goal employee training and development should be part of indigenous supermarkets’ core business. Key words: Total Quality Management, Customer Satisfaction, Servqual model, Kano model

The Impact of Employee Satisfaction on Functional Quality Services at Chicken Inn Outlets in Harare, Zimbabwe

The study was focusing on the impact of employee satisfaction on functional quality services at Chicken Inn outlets in Harare. The main objective of the study was to find the relationship between employee satisfaction and functional quality. Causal research design was used to find out how employee satisfaction affects the functional service quality of Chicken Inn and the study used questionnaires for collecting primary data. Probability and simple random sampling techniques was used in selecting the respondents. A sample size of 123 was used for the study. The data collected was analyzed through the use SPSS by regressing and correlating the variables in order to determine the strength of the relationship. The research findings from the hypothesis tests explore that there is a moderate relationship between employee satisfaction and functional quality. The study recommends Chicken Inn to adopt internal marketing as a way of satisfying employees internally as they are the ambassadors of the company. The company should also apply performances appraisals and several training on monthly bases so that the employees will be equipped with the required skills to cope up with changes in technology in the hospitality industry. Keywords: Employee satisfaction, Service quality, functional qualit

An Econometric Analysis of the Effects of Climate Change on Arable Crop Production in Botswana from 1980-2008

Climate variability and change have been implicated to have had significant impacts on global and regional food production particularly the common stable food crops performance. However, the extent and nature of these impacts still remain are uncertain. In this study, records of crop production (maize and sorghum), climatic variables and non-climatic variables were used to carry out a comprehensive study of the effects of climate change on arable farming in Botswana. It estimates the effect of random year-to-year variation in weather on agricultural output using a 28-years district-level panel data. Crops differed markedly in their responses to the climate variables. Maize production performed badly compared to sorghum which proved to be drought resistant and performed very well under the climate environment of Botswana.  The results further showed that the inclusion of area planted is very important in this analysis. When considering area planted as an exogenous explanatory variable, we found a monotonic positive relationship between the production of maize and sorghum with area planted, indicating that economies of scale are dominant throughout the plot size distribution. In general, the analysis indicated that increasing temperature and decreasing rainfalls are both damaging to Botswana’s agriculture. These results suggest that climate change is likely to impose significant costs on the Botswana economy unless farmers can quickly recognize and adapt to increasing temperatures. Such rapid adaptation may be less plausible in a developing country, where access to information and capital is limited. Even though the analysis did not incorporate the carbon fertilization effect or the role of technology and change in prices for the future, significant information for policy making can be extracted. By filling these gaps, more information for decision making can be generated. Keywords: climate change, Botswana, arable farming, panel dat

Impact of the Extended Marketing Mix elements on Customer Service in the Insurance industry in Botswana

Excellent insurance companies are blending all the 3Ps of services marketing in their marketing activities to retain existing customers as well as to attract potential ones. This study has put efforts to investigate the impact of the extended marketing mix elements on customer service in the insurance industry in Botswana.  The objective of this study was to establish if there is a relationship between the extended marketing mix elements and customer service. Causal research design was employed and the questionnaire was used to collect the data. Data was analyzed using descriptive and inferential statistics. The study revealed that there is strong positive correlation between the extended marketing mix elements on customer service. Customers expect a high level of service delivery from the insurance companies.  The study concludes that insurance companies should invest in training its personnel mainly on the products offered by the company. Insurance companies should automate their processes and continue to improve the service escapes to attract and retain clients. Keywords: Extended marketing Mix, Customer Service, Service Qualit

The Effects of Shortage of Accommodation on Students’ Performance in Private Tertiary Institutions in Botswana

The student accommodation has been a major area of concern with increasing student population in Botswana. This study investigated the effects of shortage of accommodation on students’ performance in the private tertiary institutions in Botswana. A questionnaire was used to collect data. The findings revealed that lack of space for construction of student hostels and lack of partnership between government and private tertiary institutions are some of the major causes to shortage of student accommodation. The study also found out that lack of hostel accommodation encourages truancy and consequently poor concentration on academic work. It was recommended that the government should provide land where student hostels will be built, especially near the institutions where students can easily have access and provide a walking distance. Keywords: Student hostels/accommodation, student performance, Private tertiary institution

Crisis Management in Government Parastatals: A Case Study of National Railways of Zimbabwe

The 2008 economic turmoil has ignited different crises among state business entities in Zimbabwe and to date (2016) many parastatals are struggling and production capacity is low. Financial, technological, and confrontation crises at National Railways of Zimbabwe (NRZ) became prominent following the 2008 economic decline, with seeming less attention and control being devoted. This quantitative research therefore, adopted a descriptive research design to investigate crisis management effectiveness, efficiency, crisis response strategies and factors affecting crisis management at NRZ. A sample of 100 respondents was selected from 135 employees targeted at NRZ- Harare station, using a proportionate systematic sampling technique. Structured questionnaires were used to gather data. Data was analysed using the Statistical Package for Social Science (SPSS) 16.0 into percentages, means and standard deviations, then presented in form of tables. The study established that, crisis management at NRZ is ineffective, with several factors affecting crisis management, in which leadership mandate and support is the major limiting factor. However, crisis management efficiency at NRZ was also found to be moderate, with crisis response strategies such as recapitalisation, restructuring and public-private ownership being used. As a result, the researcher recommended NRZ management to adhere to company procedures and be freed from politics and corruption. Further, the researcher recommended for NRZ to seek inter-parastatal loans, international loans and investors, embark on Crisis Management training, massive infrastructure improvement and stakeholder relationship building. Further researches are recommended to investigate crisis management effectiveness and efficiency on crisis preparedness, crisis prevention, crisis event management and post-crisis management. Future studies should also assess the strength of the impact of crisis management factors on crisis management success.Keywords: Crisis management, Government Parastatals, Crisis Response Strategies, NR

The Impact of Employee Motivation on Customer Satisfaction in the Insurance Sector in Botswana

The study seeks to measure the impact of employee motivation on customer satisfaction focusing on the insurance sector in Botswana. According to Botswana Business week report (2018) the local insurance sector is in the doldrums with one in 10 licenced operators closing down, profits are diminishing down 23%, and the high marginal decline in gross written premiums. The insurance sector is experiencing a decreasing customer base, high turnover of experienced employees, reduction in profits and low productivity. The study was quantitative in nature and the causal research design was used. The questionnaire was personally-administered to 80 participants which includes employees and customers. The findings of the study clearly acknowledged that employee motivation and customer satisfaction are positively correlated. The regression analysis was employed to test the hypotheses. The empirical examination of the study suggests that employee motivation is vital to boost customer satisfaction, service quality and lowers staff turnover. The study results revealed that employee motivation plays a significant role in enhancing the operational performance of organizations in the service industry. It was recommended that, management should employ motivational factors (innovative promotions, involvement, fringe benefits) to enhance service delivery and customer satisfaction, emphasis on market research through design thinking, as well as, understanding of the customer needs and expectations and designing customer care service policies so that a wide number of customer complaints and areas of interests are considered. Keywords: Employee motivation, customer satisfaction, service qualit

The Credibility of Traditional and Online Media for the Promotion of Tourism in the Contemporary Tourism Marketing Environment in Durban South Africa

The main purpose of study is to analyse the credibility of traditional and online media for the promotion of tourism in the contemporary tourism marketing environment in Durban South Africa. Explanatory research design was employed and the questionnaire was used to collect the data. The study findings revealed that traditional media and online media are more or less equally competitive for the promotion of tourism. The study also revealed that international visitors have a positive attitude towards online media than traditional media while domestic tourists have a positive attitude towards traditional media than online media. Traditional media was revealed to be highly credible than the general perception of the people and it is a lot more credible than online media. The survival of traditional media is not threatened by online media and traditional media is still working well alongside online media. The study concluded and recommended that tourism marketers and authorities need to come to terms with traditional media and online media coexistence. There is no need to rely on one media to do it all. Where traditional media lacks, online media must be there to make up the difference and enhance the tourist’s experience

Assessment of the Effectiveness of Traditional Media for the Promotion of Tourism in This Digital Age in KwaZulu-Natal South Africa

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

The Sustainability of donor-funding towards non-governmental organisations and their socio-economic impact in Botswana

Non-governmental organisations have met with immense growth over the past decades with increasing donor support towards their highly regarded work especially in developing countries. However, the social and economic impact of these entities has of late not faired as expected in Botswana. NGOs are frail and easily crippled in the face of volatile donor-funding from developing countries. This qualitative research therefore, adopted a case study research design to investigate the sustainability of Donor- Funding towards NGOs and their Socio-economic impact in Botswana. A sample of 10 NGOs was selected for the study. Structured questionnaires and interviews were used to gather data. Data was presented in form of graphs and tables. The study revealed that NGOs in Botswana are now struggling to reach out effectively to their beneficiaries as much as they are supposed to. Their ability to satisfy the needs of beneficiaries is desirable but gravely challenged principally by sustainability issues. BOCONGO as the coordinating body is in a dire state. It also interprets to less effective abilities to fulfil their own mandate of espousing the local NGOs together. While impartial comments were passed with some agreeing to the government as very supportive, some were differing. There was a general view that the government was moderately assisting towards the upkeep of the NGO sector. Laws and regulations governing CSR of the private sector were highlighted as desirable. Due to the departure of donors, NGOs in Botswana have turned to the private sector and to the government for assistance. There is need for diversification in the funding structures of NGOs to combat survival issues and ensure for sustainable socio-economic impact. As a result, the researchers recommended that NGOs should seriously look further into diversification of their funding strategies more if they are to be sustainable. Furthermore, instead of NGOs competing for resources and donor-funding, they need to employ a culture of endorsing each other’s work. Further research may look into NGOs in Botswana sector by sector so as to suggest tailor-made recommendations for their sustainability and funding diversification