School of Business Research Collection

Permanent URI for this communityhttps://research.unilus.ac.zm/handle/123456789/424

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Start date: 2016Has files: Yes

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    Mitigating Reputational Challenges in the Telecom Sector: An Assessment of the Impact of Customer Satisfaction Strategies at Zambia Telecommunications Company Limited
    (University of Lusaka, 2025) MUSHILI, Audrey
    Customer satisfaction initiatives (CSI) are crucial for shaping an organization's reputation and building customer loyalty, especially in the highly competitive telecommunications sector. This study examines how CSI influences Zamtel’s reputation and customer retention by analyzing key factors such as network reliability, pricing, billing accuracy, and the quality of customer service. Using a mixed-methods approach, the research combines quantitative techniques like correlation analysis and descriptive statistics with qualitative insights to understand customer perceptions and experiences. The study finds that effective problem-solving, clear communication, and responsive customer support play a significant role in enhancing Zamtel’s reputation and customer loyalty. Among the core service factors, network reliability and accurate billing emerged as the most critical drivers of customer satisfaction, whereas value-added services had a limited effect. The statistical analysis indicates a moderate positive relationship between customer satisfaction and loyalty, highlighting the importance of improving service quality to retain customers. To address these findings, the study recommends strengthening network reliability, improving billing systems, enhancing online customer service, and introducing loyalty programs to reward long-term customers. From a policy standpoint, regulatory bodies should enforce service quality standards to ensure fair pricing, accurate billing, and continuous investment in telecommunications infrastructure. Policymakers should also implement incentives to promote network expansion in underserved areas, improving service accessibility for all customers, especially in rural communities. Additionally, national policies on digital transformation should incorporate customer service training programs and consumer protection measures to uphold customer rights and enhance industry accountability. The study highlights the need for strategic customer engagement and ongoing service improvements to remain competitive. It concludes that prioritizing core services and integrating customer feedback mechanisms can strengthen Zamtel’s reputation and customer retention. Future research should explore the role of emerging technologies, advanced customer service training, and infrastructure development in enhancing telecommunications services in Zambia. These insights provide valuable guidance for industry stakeholders, policymakers, and business leaders seeking to improve Zamtel’s market position and drive sustainable growth.
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    Assessing the Effectiveness of Credit Guarantee Schemes in enhancing access to Finance by SMEs in Lusaka, Zambia
    (University of Lusaka, 2025) CHILESHE, Mukuka
    This study assessed the role of Credit Guarantee Schemes (CGSs) in improving SME access to financial resources. Given the critical role SMEs play in economic development, access to finance remains a major constraint, often due to lenders' perceived risks and SMEs' limited collateral. CGSs are designed to mitigate these risks by offering guarantees that enhance credit availability. The specific objectives were to assess the impact of CGSs on financial accessibility, determine the extent of SME participation in CGSs, and analyze the effect of government policies on CGS effectiveness. The study employed a quantitative research approach with a descriptive and correlational research design. Primary data were collected through structured questionnaires distributed to a sample of 80 SMEs and financial institutions operating in Lusaka. Data analysis involved correlation and regression techniques to assess the relationships between CGSs, SME financing, and regulatory policies. The study focused on understanding how guarantee coverage, policy structures, and SME awareness influence the effectiveness of CGSs. Findings revealed that higher guarantee coverage ratios significantly enhance SME financing by reducing lender risk (r = 0.373, p < 0.01), leading to increased loan approvals. However, SME participation in CGSs remains moderate at 53.8%, with barriers such as low awareness and complex application procedures limiting full utilization. The study also found a strong positive correlation (r = 0.459, p < 0.01) between government credit guarantee policies and loan accessibility, highlighting the crucial role of policy frameworks in shaping CGS effectiveness. However, excessively stringent regulations may create bureaucratic inefficiencies that hinder access to credit. The study concludes that CGSs significantly contribute to improved financial accessibility for SMEs in Lusaka, Zambia, by lowering lending risks and enhancing credit approval rates. However, their overall effectiveness is influenced by SME participation levels, policy frameworks, and risk management strategies. Key recommendations include expanding CGS coverage while maintaining responsible lending practices, increasing SME awareness through outreach programs, simplifying loan application processes, and fostering public-private partnerships to enhance CGS sustainability. Keywords: Credit Guarantee Schemes, SMEs, Access to Finance, Financial Inclusion, Guarantee Coverage, Government Policies, Risk Mitigation, Lusaka-Zambia
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    Analyzing the Effects of Incorporating Corporate Social Responsibility into Project Management Strategies: A Case Study of Trade Kings Limited
    (University of Lusaka, 2025) SIACHIWENA, Victoria
    The Impact of Incorporating Corporate Social Responsibility (CSR) in Project Management strategies was analyzed in this study. The study investigated how Trade Kings Limited utilizes CSR principles in its project management processes, evaluates the impact of CSR driven project management on stakeholder engagement and satisfaction, and examines the manner in which CSR initiatives contribute to the firm’s competitive advantage. Theories from which the research was based include Stakeholder Theory, Porter and Kramer’s Shared Value Theory and the Triple Bottom Line framework. An explanatory sequential design mixed methods approach was used with 148 questionnaire responses and 5 semi structured interviews. Descriptive statistics and ANOVA were utilized to analyze quantitative data, and thematic analysis for qualitative data. The findings show high levels of CSR integration into Trade Kings’ project management processes but inconsistencies are observed across departments. Positive influence of CSR driven project management on stakeholder engagement and satisfaction was registered in terms of trust and loyalty as key outcomes. Other than this, the CSR initiatives provided Trade Kings with competitive advantage in terms of increased brand reputation, market share growth and customer loyalty while noting variability in customer retention metrics. The findings in this study support the premise that strategic integration of CSR can address the needs of the society while creating economic value. As much as the CSR is integrated to a high degree across various departments, variation across the different departments demands that CSR practices be standardized by means of structured training programs, clear documentation, and monitoring. Engagement mechanisms in stakeholders should have a regular feedback mechanism, community involvement, and transparent communication to meet the expectations for a better relationship of stakeholders from the CSR initiatives. Therein, core business strategies need to embed CSR as part of Trade Kings' core business strategies to maximize value from a societal viewpoint and business wise, thereby multiplying the benefits accruing to both and strengthening its competitive advantage. Keywords: Corporate Social Responsibility (CSR), Project Management, Stakeholder Engagement, Competitive Advantage, Trade Kings Limited, Triple Bottom Line, Shared Value Theory, Stakeholder Theory, Brand Reputation, Sustainability.
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    The Effects of Stakeholder Engagement on Project Delivery: A Case of the United Nations Development Program in Zambia
    (University of Lusaka, 2025) NAMONJE, Ivwananji
    Stakeholder engagement is a critical determinant of success in development projects. For the United Nations Development Programme (UNDP) in Zambia, aligning initiatives with national development goals, fostering community participation, and ensuring inter-agency collaboration are essential for achieving project sustainability and impact. However, challenges such as misaligned priorities, limited inclusivity, and weak coordination often hinder the effectiveness of these initiatives. This study adopts a mixed-methods approach to explore the role of stakeholder engagement in UNDP projects, drawing insights from 22 respondents, including project managers, government officials, and representatives from civil society organizations. Data were collected through semi-structured interviews, surveys, and desk reviews, with quantitative analysis conducted using STATA MP 17 and qualitative data analysed thematically. The findings reveal that communication is universally recognized as a cornerstone of effective stakeholder engagement, with all respondents rating it as extremely important. Inclusivity in decision-making, clarity of roles, and availability of resources were also identified as key factors contributing to successful engagement. Significant barriers, including a lack of communication, misaligned goals, and financial constraints, were highlighted as critical areas for improvement. Regular stakeholder meetings emerged as the most commonly employed engagement method, while strategies such as establishing joint planning committees and enhancing capacity-building were recommended to improve collaboration. By prioritizing communication, transparency, trust-building, and inclusivity, UNDP projects can better align with stakeholder needs and national development goals, ensuring long-term sustainability and impact. The study provides a practical framework for enhancing stakeholder collaboration, emphasizing the importance of clear communication protocols, defined roles, and inclusive practices to overcome existing challenges and improve development outcomes. Keywords: Stakeholder engagement, UNDP, development interventions, project success, Zambia, communication, inclusivity, collaboration.
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    A Study of Taxation as an Instrument of Fiscal Policy in Zambia
    (University of Lusaka, 2025) MACHIRI, Nyasha Nigel
    Taxation plays a crucial role in economic development, yet its impact on economic growth remains a subject of ongoing debate. In Zambia, limited research has explored the relationship between taxation and fiscal development, particularly in relation to key economic indicators. This study aims to narrow this gap by examining the effects of direct taxation on Zambia’s economic growth, with a specific focus on labor force participation rate (LFPR), gross fixed capital formation (GFC), and real interest rates (RIR). To achieve this, the study employs a cross-sectional annual dataset covering the period from 1990 to 2021. Data is sourced from the Zambia Revenue Authority (ZRA), the Bank of Zambia (BoZ), and the World Bank (WB). Real GDP at current market prices serves as the dependent variable, while the independent variables include taxation, LFPR, GFC, and RIR. The study applies the Cobb-Douglas production function as the primary analytical framework, complemented by three additional secondary models to enhance robustness. Methodologically, the study employs the auto-regressive distributed lag (ARDL) model to estimate both short term and long-term relationships between the variables. The error correction model (ECM) is further used to assess the speed of adjustment towards equilibrium in response to economic shocks. Standard diagnostic tests, including serial correlation and stationarity tests, are conducted to ensure the reliability and validity of the models. Findings indicate that while taxation is not the primary driver of economic growth, it contributes positively to Zambia’s economic development. Regression analysis highlights that capital formation significantly influences GDP in both the short and long run, while interdependencies exist between labor force participation and population levels. Additionally, a U-shaped relationship is observed between the real exchange rate and real interest rates, suggesting initial negative effects before long term adjustments stabilize the economy. The study also identifies inefficiencies in Zambia’s tax collection system and emphasizes the need for broader revenue sources to support sustainable development. Key policy recommendations include restructuring the tax system to enhance efficiency, optimizing tax revenue utilization, and ensuring that tax policies do not impose excessive economic burdens. By contextualizing taxation’s role within Zambia’s economic framework, this research contributes to global discussions on the relationship between taxation and economic performance, providing insights for policymakers and researchers alike.
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    An Examination of the Challenges of Corporate Social Responsibility Implementation: A Case of Selected Private Organisations in Lusaka
    (University of Lusaka, 2025) HAKOOLA, Asha
    This study explored the challenges surrounding the implementation of Corporate Social Responsibility (CSR) in private organizations within Lusaka, Zambia, utilizing a mixed methods approach. Informed by three objectives of determining CSR hindrances, testing organizational determinants of adoption, and defining practices to drive CSR the study collected quantitative data from 120 top management staff using structured questionnaires, and qualitative data from 25 semi-structured interviews. The results indicated financial constraints (75%) and ambiguous internal policy (70%) as significant deterrents to CSR adoption, with severe economic conditions (90%) spurring the hindrances. Organizational influence was also more dominant, with inadequate support from the top management (quoted by 40%) to restrict CSR as a priority and get incorporated into business strategy (30%). Facilitating factors listed are government incentives (80%), growing awareness of benefits of CSR (75%), and policy guidelines available clearly (70%). Regression statistical analysis revealed a highly significant association between CSR training activity and clarity of policy (r = 0.55, p < 0.001), and chi-square analysis revealed industry differences in CSR expenditure (χ² = 18.50, p = 0.018), with CSR activity led by the financial and service industries. These were also supported by the qualitative data and echoed sentiments of financial constraints, uncertainty of policy, lack of leadership commitment, and critical need for government and stakeholder support funding. On the basis of these findings, the study suggests the deepening of government sponsored incentives, formalization of official CSR policies, investment in leadership training programs, and inducement of industry benchmarking practices to promote wider CSR adoption. Despite the weakness of an urban bias and cross-sectional nature, it generates contextualized knowledge that is relevant to CSR studies in sub-Saharan Africa. The policy implications of the findings are useful to policymakers, private businesses, and industry associations wishing to build more accountable and sustainable corporate behavior in Zambia.
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    Viability of Public Private Partnership Procurement Method in Zambia Water Sector: A Case study of Lusaka Water Supply and Sanitation Company
    (University of Lusaka, 2025) NYUNDU, Aggrey Ngombo
    Governments world over increasingly recognize the provision of safe water and sanitation as one of the major development challenges of the time. This challenge is even more severe in developing economies such as Zambia, a low-income country characterized by unprecedented urbanization. In light of the adventures to make available social needs, Public-Private Partnerships (PPP) have gained popularity and have become a preferred procurement tool for governments. Despite the procurement method being prevalent and of acknowledged importance, research in its applicability, acceptance and suitability has been on going. This academic undertaking took a qualitative approach and used semi structured interviews which served as the data collection tool. The interviewees consisted of experienced experts from the public and private sector sampled purposively. The analysis of the field data diagnosed the institutional maturity to handle PPPs and identified the strengths as well as inadequacies in the PPP in the sector of interest. Thus, the first two objectives sort to assess the weakness and strengths of PPP. Also, the study assessed some perceived strengths which included among others, enhanced Innovation and technology transfer, improved efficiency and effectiveness, better risk management and increased private sector investment. The study found that lack technical experts or a better mix of expertise in implementing Agencies, corruption and underdeveloped institutions are major challenges hampering the implementation processes in the water sector. It was also observed that, some of the utility infrastructure deteriorated shortly after installation. This to some extent was attributed to poor design and maintenance practices, and to some extent, confirms opinions by some schools of thought that, Private sector expend less significance to quality as compared to profit maximization. The study recommends that clearer and more transparent guidelines and policy framework for PPPs be formulated and that there is need for more community engagement. Future studies may be conducted to determine effective implementation of PPP programs in the Zambian water sector. Key words: viability, procurement method, capacity building, sustainability, stakeholder management.
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    Examining the Effects of Stakeholder Engagement and Risk Management Strategies on Project Performance: A Case Study of the Copperbelt Energy Corporation
    (University of Lusaka, 2025) MWANZA, Esaya
    This study investigates the impact of stakeholder engagement and risk management strategies on project performance within Zambia’s Copperbelt Energy Corporation (CEC), a key player in the energy sector. It examines how these two factors influence critical project success indicators, including budget adherence, schedule compliance, quality of deliverables, and overall stakeholder satisfaction. Using a quantitative research design, data was collected through a structured questionnaire survey from a stratified random sample of 100 respondents. The findings reveal weak positive correlations between stakeholder engagement (r = 0.15) and risk management (r = 0.18) with project performance, suggesting that these strategies alone have a limited direct impact. Specifically, stakeholder engagement exhibited only a minor effect on schedule adherence (r = 0.15) and stakeholder satisfaction (r = 0.12). Similarly, CEC’s risk management strategies demonstrated a modest relationship with project outcomes (r = 0.18), implying that current practices may not be adequately customized to individual project needs. Furthermore, the combined effect of stakeholder engagement and risk management on overall project success was minimal (r = 0.14), indicating that opportunities for strategic integration remain underutilized. To enhance project performance, the study recommends incorporating leadership effectiveness, organizational culture, and external environmental factors into project management frameworks. Its further advocates for future research using larger, more diverse project samples and mixed-methods approaches to deepen insights and refine best practices in project management within the energy industry. Keywords: Stakeholder engagement; Risk management; Project performance; Copperbelt Energy Corporation (CEC); Energy sector
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    Analyzing the Effectiveness of Environmental Impact Assessments (EIAS) in Selected Infrastructure Development Projects in Lusaka District, Zambia
    (University of Lusaka, 2025) NAMUTOWE, Febby
    This study evaluates the effectiveness of Environmental Impact Assessments (EIAs) in promoting sustainable infrastructure development in Lusaka District, Zambia, amid rapid urbanization. Using a mixed-methods approach, it assesses EIA report quality, stakeholder engagement, mitigation measures, and regulatory oversight in 30 infrastructure projects (2010–2024). Findings show 60% of stakeholders found EIAs effective in identifying risks like deforestation and water pollution, but 40% noted shortcomings, including inadequate baseline data and cumulative impact analysis. While 70% of reports complied with Zambia Environmental Management Agency (ZEMA) guidelines, only half believed post-implementation monitoring was effective due to resource constraints. Stakeholder engagement was seen as superficial, with limited influence on decisions. A weak positive correlation was found between resource allocation for engagement and regulation enforcement (r = 0.18). Mitigation measures were deemed ineffective by 65% due to technical and funding gaps, with minimal impact on EIA effectiveness (β = 0.1515, p = 0.356). The study concludes that while EIAs have contributed to environmental protection, regulatory weaknesses, insufficient support, and limited stakeholder participation hinder their effectiveness. Strengthening ZEMA, increasing financial and technical support, and improving stakeholder engagements are recommended to enhance EIA practices and sustainable development in Zambia. Keywords: Environmental Impact Assessment, sustainable development, regulatory oversight, stakeholder engagement, mitigation measures, Lusaka, Zambia
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    Perceived Attributes Influencing Stakeholder Attitudes towards the Adoption of Artificial Intelligence in Project Management
    (University of Lusaka, 2025) CHISHA, Encyla
    The integration of artificial intelligence (AI) in project management is transforming various industries, including healthcare, by enhancing efficiency, optimizing resource allocation, and improving decision-making. While AI adoption is growing globally, its implementation in healthcare project management remains limited, particularly in Africa. In Zambia, research on AI adoption has primarily focused on finance, education, and agriculture, leaving a gap in understanding its role in healthcare project management. Existing studies suggest that attitudes toward AI significantly influence adoption decisions, yet little is known about these perceptions within Zambia’s healthcare sector. This study explores the perceived attributes influencing stakeholder attitudes toward AI adoption in healthcare project management, guided by Rogers’ Diffusion of Innovations (DOI) Theory. Specifically, it examines five key factors: relative advantage, compatibility, complexity, trialability, and observability. The research aims to provide insights into facilitators and barriers to AI adoption in Zambia’s healthcare industry. A qualitative research approach was adopted, utilizing purposive sampling and Key Informant Interviews (KIIs) to gain in-depth insights into stakeholder perceptions, experiences, and behaviors regarding AI adoption. The findings highlight significant urban-rural disparities, with urban areas benefiting from better infrastructure and AI integration, while rural regions struggle with resource limitations and reliance on manual processes. The study reveals that relative advantage drives AI adoption through efficiency and accuracy, trialability facilitates acceptance through pilot programs, and observability promotes uptake by showcasing real-world benefits. However, complexity poses challenges such as fears of job displacement, technical difficulties, and workflow disruptions, while compatibility determines AI adoption based on alignment with existing systems and organizational goals. Key policy implications emphasize the need for strategic investments in AI infrastructure, capacity-building, and regulatory frameworks. Recommendations include financial support through subsidies and funding to facilitate AI adoption, policy development on data privacy and security, targeted training programs to equip healthcare professionals with AI-related skills, and pilot projects to demonstrate AI’s practical benefits Strengthening internet connectivity and IT systems, fostering collaborations with technology firms, and promoting knowledge dissemination and advocacy are also crucial for sustainable AI integration. Continuous monitoring and evaluation will be essential to ensure AI’s effectiveness while balancing its integration with traditional healthcare approaches. By addressing these challenges and leveraging AI’s potential, Zambia’s healthcare sector can enhance project management efficiency and improve overall healthcare delivery Key words: Artificial Intelligence (AI), Healthcare Project Management, AI Adoption, Diffusion of Innovations (DOI) Theory, Perceived Attributes, Stakeholder attitudes.