MASTER'S THESES

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Browsing MASTER'S THESES by Author "CHIMFUTUMBA, Kabamba"

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    Exploring the influence of The Electronic Queue Management System on Customer Satisfaction: A Case Study of ABSA Bank Lusaka
    (University of Lusaka, 2024) CHIMFUTUMBA, Kabamba
    The study looked at the factors that influence the satisfaction of customers at the bank and it covered a sample size of 204 customers at one of the Absa bank branches in Lusaka. Likewise, the study’s aim was to specifically explore the influence of electronic queue management systems on the customer’s satisfaction. The data was collected using a questionnaire and data was analyzed using the software Statistical Package for Social Sciences (SPSS) and Microsoft Excel. The main subject in this study was to discover how system capability, customer experience and system usability affects the customer’s satisfaction of the bank. In addition, the study’s goal was to add on to the body of knowledge on customer satisfaction and also to present a different perspective of knowledge which involves different people of different age groups. This study is of importance to the management of the various commercial banks as they can assess the importance of automated queue management systems and the influence this system has on their customers’ satisfaction. Similarly, this study can assist bank managers in implementing technological adoptions such as the EQM system to reduce long unbearable queues in the bank, improve productivity, and promote economic development by enhancing customer satisfaction. Customer satisfaction is the dependent variable of the research and the independent variables include system capability, customer experience and system usability. Moreover, the three independent variables were measured against the dependent variable. Ultimately, the research revealed that the independent variables and the dependent variable had a significant strong positive relationship.