Theses and Dissertations Collection

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A Comparative Analysis of the effects of Corporate Governance on Financial Performance of Private and Public Owned Companies: A Case of Selected Companies in Zambia (2019-2021)
(University of Lusaka, 2025) MWAPE, Edwin Mpundu
The objective of this research project is to compare the effects of corporate governance on the financial performance of publicly traded and privately held businesses. The following are this study's main goals: 1. To determine how board composition affects the financial performance of both private and public companies in Zambia; 2. To evaluate the connection between CEO duality and the financial performance of both private and public companies in Zambia; 3. To examine and compare the impact of independent committees on the financial performance of both private and public companies in Zambia; and 4. To look into the difference in average financial performance between private and public companies in Zambia. The study population consisted of all the 22 firms listed on the Lusaka Stock Exchange (LUSE). A sample size of 7 firms was chosen for this study utilizing random sampling techniques. A sample size of 165 individuals was chosen for this study utilizing both convenient sampling and purposive sampling techniques. Information reduction strategy was applied utilizing Microsoft Excel 2016 and the Statistical Package for Social Sciences (SPSS) version 26 to summarize the data. Descriptive statistics and statistical tests such as t-test, regression, and difference of two means were used in data analysis. The study unearthed a complex association between board size and financial performance across public and private sectors. Contrary to conventional beliefs, larger boards in private companies exhibited enhanced financial metrics. However, Public companies performance showed a gradual board size increase, diverging from anticipated trends. Surprisingly, CEO duality exhibited detrimental effects on financial performance in both public and private sectors, agreeing with existing assumptions. The study suggests a re-evaluation of the CEO's role in driving financial outcomes. The role of independent committees unveiled a stronger relationship with improved financial performance in public compared to the private sector, calling for tailored strategies based on ownership structures and industry regulations. Finally, significant disparities emerged in financial performance metrics between public and private entities, with public companies showcasing higher financial performance measures. In line with these findings, it has recommended that corporate Boards and Governance Committees tailor governance strategies considering sector-specific dynamics; conduct specialized training programs for stakeholder education; adapt regulations to ensure parity between public and private entities; foster forums for best practices sharing among enterprises. Key Words: Performance, Financial, board composition, board size, independent committee
A Comparative Study of the Impact of Different Leadership Styles on Organizational Performance: A Case of Infratel Zambia
(University of Lusaka, 2025) MWAANGA, Ethel Mutinta
This study focused on the comparative analysis of different leadership styles at Infratel Zambia. The study adopted a case study approach, collecting data from 74 randomly sampled participants out of a total population of 90 employees at Infratel Zambia. Employing a mixed-method approach, qualitative data underwent thematic analysis, while quantitative data was analysed using STATA (Version 14) with Microsoft Excel for generating descriptive statistics and tabulation tables. Data collection instruments included questionnaires for employees and interview guides for managers. This research aimed to explore the optimal leadership approach and style for maximizing organizational results in the Zambian setting, using Infratel Zambia as a case study. Relying on primary data from detailed interviews, questionnaire surveys, and a review of literature, the study uncovered a significant correlation between different leadership styles and organizational performance at Infratel Zambia. The findings emphasized the necessity for organizations to employ a mix of leadership styles rather than relying on a single approach to achieve robust performance. The study concluded that there was a significant link between different leadership styles on Infratel’s organisational performance. The general argument of this study revealed that an organization needed to consider a mixture of different leadership styles to achieve robust organisational performance, unlike the application of a single style of leadership. However, the study results would be added to the body of knowledge already available on the effectiveness of leadership and provide insight into real-world applications for improving organisational performance in related fields and situations. Finally, it is recommended to adopt a combination of leadership styles for optimal organizational performance. Key Words: Leadership Styles, Organisational Performance.
A Critical Examination of the Peace and Security Strategies employed by Law Enforcement Agencies in Community Administration: The Case of the Zambia Police Service and the Drug Enforcement Commission in Ng’ombe and George Compounds in Lusaka, Zambia
(University of Lusaka, 2025) WAKUNGUMA, Namatama
This study investigated the strategies employed by law enforcement agencies, specifically the Zambia Police Service (ZPS) and Drug Enforcement Commission (DEC), in addressing peace and security challenges in Ng'ombe and George compounds in Lusaka. Utilizing the case study research design, the study engaged a sample of 50 participants, with 25 individuals from each compound, selected through purposive sampling. The research focused on assessing the current strategies utilized by ZPS and DEC, exploring the effectiveness of community administration strategies in fostering peace and security, and identifying the challenges and limitations encountered by law enforcement agencies in implementing these strategies. The findings revealed multifaceted approaches employed by law enforcement, encompassing community policing initiatives, patrol and response mechanisms, intelligence-gathering, and drug control operations. Community administration initiatives emphasized engagement, awareness, and partnership-building, contributing to enhanced safety perceptions among residents. However, the study identified challenges such as resource constraints, trust deficits between law enforcement and communities, persistent criminal activities, procedural hurdles, lack of community engagement, and underlying socioeconomic factors that hampered effective implementation. In conclusion, the study emphasizes the need for tailored strategies, continued evaluation, community involvement, and resource allocation to improve security. The recommendations include strengthening community engagement, enhancing trust building measures, responsibly leveraging technology, adapting strategies to local contexts, allocating resources and training, continual evaluation, and promoting collaboration between community administration and law enforcement agencies. This study provides insights into the complexities of urban security and offers recommendations to enhance peace and security strategies in Ng'ombe and George compounds, contributing to safer and more resilient urban communities.
A review of the effectiveness of the Performance Management System in the Anti-Corruption Commission in Zambia
(University of Lusaka, 2025) SIMASIKU, Monde
The study conducted a review of the effectiveness of the performance management system in the Anti-Corruption Commission. The study utilized primary data drawn from a sampled population of 83 respondents at ACC using Yamene's formula. Simple random sampling technique was used and a descriptive research design. The researcher used a mixed method approach and designed a questionnaire as well as an interview guide. Quantitative and Qualitative data was analyzed using SPSS version 23. The objectives of the study were to; determine the factors affecting performance in the Anti-Corruption Commission; to establish the effectiveness of the performance planning process as conducted at the Anti-Corruption Commission; to establish the effectiveness of the performance monitoring process at the Anti-Corruption Commission and to establish the effectiveness of the performance review process at the Anti-Corruption Commission. Factors such as leadership, inadequate funding, and lack of motivation affect employee performance. On the effectiveness of the performance planning process as conducted at the Anti-Corruption Commission, it was discovered that the performance planning process is not effective. On the effectiveness of the performance monitoring process at the Anti-Corruption Commission it was found that the performance monitoring process is not effective. Lastly on the effectiveness of the performance review process at the AntiCorruption Commission it was discovered that the process is fairly conducted and performance appraisals are conducted yearly. In conclusion, The Anti-Corruption Commission's performance management system is suboptimal. Transparency and promotions are limited, leading to employee dissatisfaction. The research recommended that the Commission should enhance staff orientation and allocate resources for improvement programs. Improve performance monitoring processes by improving monitoring tools and increasing frequency. Improve performance review mechanisms by improving communication channels and methods for effective feedback provision.
A Study of Determinants of Capital Market Liquidity in Zambia
(University of Lusaka, 2025) MANKISHI, Kisulo
The study aimed at establishing economic determinants of capital market liquidity in Zambia, to contribute to efforts towards increasing liquidity in the market. Capital markets are financial avenues through which long-term investment is secured for purposes of enhancing economic activity either in debt and or equity markets (SEC bulletin, 2017: 21). In this regard, capital (LuSE) market turnover is the liquidity of the market measured by the value of trade volume of equity against total equity issued (Ibid). It therefore follows that the study examined the relationship between capital market liquidity (LuSE turnover as a proxy) as the response variable and GDP growth rate, inflation, money supply (broad money) growth rate, average annual crude oil price per barrel and exchange rate against the US dollar as regressors. The research data sample was for 21 years from 2000 to 2021 for both the response and regressor variables. The research utilised the autoregressive distribution lag model (ARDL) to establish the state of the relationships between capital market liquidity and regressor variables because the data was differenced at order 0 and 1. Before running the ARDL model, the data was subjected to statistical tests of normal distribution, stationarity, multicollinearity, and heteroscedasticity. The bounds test was performed on the data to determine if the relationship between the regressors and the response variable were either short or long run. The outcomes of the statistical tests show that only a short-run relationship exists among the variables. The short run relationship ARDL statistical results interestingly show that only crude oil price per barrel and the exchange rate are statistically significant at 95% confidence interval to influence capital market liquidity outcomes. The results show that crude oil price per barrel is positively related to capital market liquidity by a coefficient of 34100000 whereas the exchange rate is negatively related to capital market liquidity by a coefficient of 1350000000. In this regard, a unit increase in crude oil price per barrel increases capital market liquidity by K34,100,000 whereas a unit depreciation of the Kwacha against the US dollar reduces capital market liquidity by K1,350,000,000. To increase liquidity or turnover in the Zambian capital market for purposes of increasing economic activity for job creation and population welfare improvement, the study recommends adoption of macroeconomic policies that would strengthen the Kwacha against the US dollar in the short run to prevent or reduce liquidity or turnover losses. It further recommends that the country establish and utilise regression models based on significant macroeconomic variables for forecasting capital market liquidity as a better means of forecasting and managing risks that may affect capital market turnover, and thereby securing investment and job creation to attain economic growth.
A study of the relationship between Demographic Transition and Economic Growth in Zambia
(University of Lusaka, 2025) SAKUHUKA, Martin N
The research delves into the intricate relationship between demographic transition variables and economic growth, employing a robust quantitative analysis spanning from 1981 to 2022. Utilizing the Augmented Dickey-Fuller Test and Auto Regressive Distributed Lag model, the study unveils the dynamic nature of these variables over time, offering significant insights into the complex interplay between demographic shifts and economic development. Focusing on critical factors such as GDP growth, working-age population dynamics, population growth, total fertility rate, and death rate, the research provides nuanced understanding of their relationships with economic trajectories. The long-run equation reveals that Death Rate (DR), Population Growth (PG), and Birth Rate (TFR) significantly influence GDP growth, with positive effects for all coefficients except Total Fertility Rate (TFR), which negatively impacts GDP. Interestingly, Working Age Population (WAP) is deemed statistically insignificant in the long run. In the short run, lagged GDP growth negatively influences current GDP, while Death Rate (DR) positively affects short-term GDP growth. Total Fertility Rate (TFR) negatively impacts short-term GDP, and Population Growth (PG) has an insignificant effect. The study's recommendations underscore the significance of human capital development, diversified economic strategies, and targeted family planning and health services for fostering sustainable economic growth in Zambia.
A Study on the Drivers of Financial Performance of Microfinance Institutions: A Case of Deposit-Taking Microfinance Institutions in Zambia
(University of Lusaka, 2025) SAKALA, Chawanzi
This research study sought to contribute to the body of existing literature by investigating what drives the financial performance of deposit-taking MFIs (DTMFIs) in Zambia. To accomplish this objective, a quantitative research approach and a longitudinal research design were adopted. Secondary data was based on financial ratios of five DTMFIs licensed by the BoZ, the Herfindahl-Hirschman index, and a macroeconomic variable spanning from 2015 to 2022 with 40 observations in total. Financial performance (proxied by return on assets) was the dependent variable whereas institutional-specified drivers (proxied by capital adequacy and portfolio at risk), macroeconomic variables (proxied by the annual rate of inflation), and market-specified drivers (proxied by market concentration) were independent variables. To analyze the research data, descriptive statistics, correlations, and regression analysis were utilized. Research findings revealed that capital adequacy, portfolio at risk, and inflation are drivers of financial performance in DTMFIs in Zambia. Policymakers and DTMFIs are therefore recommended to ensure that credit personnel are at all times well-trained to assess risks more efficiently and that institutions are engaged in enhancing scenario-based planning to evaluate the probable influence of macroeconomic variables on financial performance. Key words: Deposit-taking Microfinance Institutions, Drivers, Financial Performance,Microcredit, Microfinance, Zambia.
Alternative Dispute Resolution - The Role of Adjudicative Tribunals in Providing Speedy Adjudication: The Case of the Competition and Consumer Protection Tribunal of Zambia
(2021) NG’ONA, Simon
The study assessed the performance of adjudicative tribunals, as a branch of Alternative Dispute Resolution ADR, in addressing the challenge of inundation and delay in the formal court system in Zambia, through making a case study of the Competition and Consumer Protection Tribunal CCPT. The study calculated the disposition times of published decisions of the CCPT from 2014 to 2017. The findings reveal that the average duration of disposal of cases was 11 months, a value significantly higher than the tribunals’ Key Performance Indicator target of 6 months. The study, however, notes that there has been a constant improvement in the duration of cases settled overtime. Also noted, is that ADR processes should be accountable to the court system and that any development which breeds unbridled preference for ADR has the potential to promote unhealthy competition with the courts. Thus, the study underwrites the oversight role of the Court on tribunal decisions through appeals.
An Analysis of Effective External Communication Strategies that enhances Customer Satisfaction in the Banking Industry: A Case of Zambia National Commercial Bank, Lusaka, Zambia
(University of Lusaka, 2025) CHISULO, Jeyson
This thesis aimed to contribute to the understanding of effective external communication strategies employed by banks in the banking industry, with a focus on Zambia National Commercial Bank (Zanaco) in Lusaka, Zambia. The study utilised Communication Theory, Integrated Marketing Communication (IMC) Theory, and Consumer Behavior Theory in the context of an under-researched Sub-Saharan country. The primary objective was to examine successful external communication strategies that enhance customer satisfaction in the banking sector. The methodology involved gathering primary data from 197 Zanaco customers based in Lusaka, Zambia. Regression analysis was employed to evaluate the effectiveness of Zanaco's external communication strategies on customer satisfaction in Lusaka Province. Recognising the critical role of customers as key external stakeholders, the thesis emphasises on the importance of effective communication in meeting customer requirements and sustaining the success of banks. According to Katz and Kahn (1978), communication is defined as "the exchange of information and the transmission of meaning," serving as a fundamental component of an organization's social structure. Effective communication, as outlined by Kotler et al. (2012), must achieve connection, offer rewards, motivate action, and remain in the mind. The thesis highlights that communication serves diverse purposes beyond merely informing clients about product attributes; it also influences how a bank presents itself to various interest groups and stakeholders, contributing to the establishment of a desired image and brand. The findings indicated that communication channels such as social media, billboard advertising, personal selling, and website presence used by Zambia National Bank significantly enhance customer satisfaction. Despite the notable expansion and diversification in Zambia's banking sector, particularly with Zanaco, the research underscores a gap in comprehensive studies specifically focusing on the effectiveness of external communication methods on customer satisfaction in the context of Zanaco Bank in Lusaka. While existing literature on banking communication methods exists, it is often broad and lacks the specificity needed to address the unique dynamics of Zanaco's client base. The research provides valuable insights for banks aiming to optimize their external communication strategies for enhanced customer satisfaction in the evolving landscape of the Zambian banking industry.
An Analysis of Project Management Practices in implementing Constituency Development Fund (Cdf) Projects: A Case Study of Selected Constituencies of Monze District
(University of Lusaka, 2025) WALUBITA, Martha
This study analyzed the project management practices in the implementation of Constituency Development Fund (CDF) projects in the selected constituencies within Monze District. The primary objective analyses project management practices used in the chosen constituency to implement CDF projects and determine how these practices relate to implementation challenges. The goal of the study was to address the gap existing in the literature by assessing the possible effects of present project management practices on CDF projects in the Monze District, as evidenced by the challenges and delays that locals in the area had described. The study used a descriptive survey research design, data was collected through a questionnaires and interviews and subsequently analysed using a mixed methods approach. Multiple regression analysis tested the hypotheses' significance, revealing that planning and budget, monitoring and evaluation, stakeholder engagement, procurement and contracting, and risk management significantly influenced CDF project implementation. The study established that there are existing challenges in project management practices during the implementation of CDF projects, such as poor prioritization of work, local contractors' engagement, a lack of monitoring tools, and work overlap. Among other things, the study recommended strengthening the capacity of local contractors through the Zambia Public Procurement Authority, increasing the number of employees at Monze Town Council through the Ministry of Local Government and Rural Development, and reorganizing the community development committee to incorporate ward development committees. These measures are intended to improve project management capabilities and deal with specific issues that were identified during the implementation of CDF projects. KEY WORDS: Constituency Development Fund, Project Management Practice
An Analysis of the effects of Cyber Threats on the Uptake of Digital Financial Services in Kitwe (Chisokone) - Zambia
(University of Lusaka, 2025) KAMANGA, Pythias
This study explores the impact of cyber threats on the adoption and usage of digital financial services in Kitwe (Chisokone), Zambia. Amidst the rapid digital transformation, this research provides a comprehensive understanding of the digital financial landscape, highlighting the availability and accessibility of various digital financial platforms, the nature and frequency of cyber-attacks, the perceived security of these platforms, and the effectiveness of regulatory protections for users. Employing a mixed-method approach, including surveys and literature review, the study gathers data from both users and providers of digital financial services. The findings reveal that while digital financial platforms are widely available and generally user-friendly, there is a significant prevalence of cyber-attacks, such as hacking and phishing, which raises concerns about the security measures in place. Moreover, the study uncovers a notable discrepancy between users' perception and the actual effectiveness of regulatory authorities in monitoring and safeguarding these platforms. The research concludes with the recommendation for enhanced security protocols, improved user education, and strengthened regulatory oversight to bolster the resilience and trustworthiness of digital financial services in Zambia. This study contributes to the understanding of digital finance in a developing economy context, offering insights for policymakers, financial service providers, and users to navigate the challenges posed by cyber threats effectively. Keywords: Cyber threats, user security, regulatory oversight, and financial technology (FinTech) in Kitwe, Zambia
An Analysis of the Impact of the Introduction of the National Health Insurance Management Authority on the revenues of Private Insurance Companies: A Case Study of Sanlam, ZSIC Life, Prudential And Madison Life Insurance Companies in Zambia
(2025) MUMBA, Precious Chitalu
The study aims to determine whether private insurance companies face opportunities and challenges, as well as to evaluate the effect of NHIMA on market share and financial revenues. The study incorporates a mixed-methods design, with quantitative financial ratio analysis serving as the primary study methodology. Four prominent private insurance providers were included in the study population on the basis of their market share, financial stability, and industry impact. The purposive sampling technique is utilized to concentrate on entities that are representative of major players in the health insurance market of Zambia. It is deemed adequate to conduct a comprehensive analysis using the sample size of four companies. A qualitative examination of pertinent literature and quantitative analysis of financial statements comprise the data collection process. The study reveals the intricacies of the private insurance industry, as well as the prospects and obstacles that lie ahead. The study findings offer insights into major insurance companies in Zambia. Sanlam and ZSIC show favourable utilization trends, while Prudential faces challenges in claims management. Madison experiences fluctuations, and the absence of 2021-2022 data for ZSIC and Madison limits understanding. Retention Ratios highlight strategic shifts, with Prudential's fluctuations needing detailed examination. Market share analysis reveals shifts, with Sanlam maintaining a leading position but redistribution among key players. These findings provide valuable insights into the dynamics of the Zambian insurance market, emphasizing the need for continued scrutiny and strategic adaptation within the industry. The importance of continuous study endeavours is highlighted in the conclusion, which also suggests giving priority to annual industry reports, conducting comprehensive evaluations of NHIMA's influence, and incorporating qualitative data. By addressing these limitations, a greater understanding of the dynamic private insurance landscape in Zambia can be achieved. The study highlights the adaptability of the industry in the face of regulatory shifts and volatile market conditions, underscoring the significance of making well-informed decisions to determine its course. Key Words: National Health Insurance Management Authority, Private insurance, Financial impact, Revenue
An Assessment into the effects of implementing Continous Improvement Practises in Production Logistics: A Case Study of the Internal Logistics System of Reagents at Kansanshi Mining PLC
(University of Lusaka, 2025) NDAIPENI, Ernest
This study assessed the effects of implementing continuous improvement (CI) practices in the internal logistics system of reagents at KMP. Using descriptive data analysis, the study explored the CI practices such as Root-Cause Analysis (RCA), Technology adoption, Training, Employee involvement, Feedback and Suggestion systems. With a population of 120 staff, a sample of 120 from the reagents section was picked entailing a census approach. Findings indicate “good” adoption of CI, particularly in root cause analysis with 61.8% of respondents indicating that Root-Cause analysis is frequently utilized, Training with 73.3% respondents indicating it is frequently utilized and technology use with 75.28% of respondents indicating frequent utilization of this practice. Employee involvement, feedback and suggestion is the least with 58.4%. The study established that CI is utilized but not to the fullest extent and that there is room for improvement. The study also established a positive relationship between CI practices and logistics efficiency, evidenced by a multiple regression analysis model explaining 81.45% of the variance in the dependent variable, efficiency. Safety, health, and environmental benchmarks also showed improvement post-CI with an improved grand mean value post CI implementation. The regression model showed a positive 93.13% explanatory power with a P-value of 0.001 indicating significance. Leadership commitment and employee involvement emerge as crucial for successful CI implementation. The study suggests integrating CI with performance evaluation schemes for all staff, establishment of CI/quality circles with a champion to lead the process. Establishing a dedicated CI section with mission to push the CI agenda across the firm is also recommended. Training also needs reinforcement. It is also recommended that there is increased focus on internal customer satisfaction within the company Keywords: Continuous Improvement, Logistics Management, Operational Efficiency, Employee Engagement, Customer Satisfaction, Lean, Total Quality Management, Agile, Emerging Economies, Safety, Health, Environment, Root Cause Analysis, Training, Feedback, Suggestion Systems, Leadership Commitment, Technology Utilization, Performance evaluation schemes, Technological Advancements
An Assessment of factors influencing the Abandonment of Public-Sector Construction Projects: A Case of Lusaka District in Zambia
(University of Lusaka, 2024) MVULA, Alick
The purpose of this study was to assess factors influencing abandonment of public sector construction in Lusaka district. Specifically, the study sought to: establish the extent economic factors may account for abandonment of public sector construction projects in Lusaka district; investigate the extent financial factors may account for abandonment of public sector construction projects in Lusaka district; assess the extent political factors may account for abandonment of public sector construction projects in Lusaka district; and ascertain the extent human resource factors may account for abandonment of public sector construction projects in Lusaka district. The study employed a quantitative research design. The research involved a total sample of 333 respondents from National Construction Council (NCC), Zambia Institute of Architects (ZIA), officials from Ministry of Infrastructure and Housing, Ministry of Works and Supply and Ministry of Finance and Lusaka City Council (LCC). A random sampling method was used to sample the respondents. Data was collected using a questionnaire. The data gathered was quantitatively analysed using Statistical Package for Social Sciences (SPSS) version 20. The research found that 71.8% of abandoned public sector construction projects in Lusaka district are attributed to economic, financial, political, and human resource factors while the remaining 28.2% can be explained by factors not covered in this research. the four independent variables are all significantly and positively related to the dependent variable at the .01 level of significance. Human Resource factor has the most influence on the dependent variable ( beta = .319) followed by Economic factor (beta = .163), Financial factor came third (beta=0.155) while Political factor had the least influence on the dependent variable (beta=0.117). Based on the research findings, the research recommends that: government through the office of the Attorney General ought to be signing construction projects upon confirming availability of adequate funds for the construction projects; Institutions like NCC, EIZ and ZIA need to promote prudent financial management and inculcate good culture among their members to avoid project mismanagement and poor performance; and government through the Ministry of Finance should be releasing funds for construction projects right on time. Key words: Public sector, project construction
An Assessment of Innovative Customer Support Solutions as aid to increase Customer Satisfaction in the Public Pension Industry of Zambia: A Case Study of National Pension Scheme Authority (Napsa)
(University of Lusaka, 2025) HANSINGO, Mwansa
Amidst the evolving landscape of Zambia's public pension industry, this research delved into Innovative Customer Support Solutions (ICSS) within the National Pension Scheme Authority (NAPSA). The study assessed the relationship between innovative customer support solutions implemented at NAPSA and customer satisfaction. Also investigated were the challenges faced during the implementation and actionable recommendations for enhancement were formulated. The study employed a mixed-methods approach, encompassing both qualitative and quantitative analysis. Quantitative data was gathered through a survey involving 206 respondents, while qualitative insights were derived from categorized challenges. Quantitative analysis included descriptive and correlation analyses. The study revealed significant positive correlations between specific ICSS components (eNAPSA, PRB system, WhatsApp, queue management system, and tollfree line) and customer satisfaction. The results align with service quality, expectancy confirmation theory, and innovation resistance theory. Notably, eNAPSA, the PRB system, WhatsApp, and the toll-free line showed a statistically significant positive correlation with customer satisfaction at the 0.01 level of significance, while the NAPSA live chat exhibited a statistically significant positive effect on customer satisfaction at the 5% level of significance. The study also found that eNAPSA was the most utilized ICSS (93.2%), showcasing its central role and dominance in NAPSA's customer service framework. Qualitative analysis of challenges identified recurrent themes, including functional issues, response time challenges, communication issues, and user experience impediments, which provided insights for targeted strategies to enhance system reliability, communication, and user experiences. Policy implications underscored the need for proactive measures in user training, system maintenance, and communication protocol optimization. Recommendations include continuous monitoring, iterative interface improvements, and diversified communication channels to cater to user preferences. Keywords: Innovative customer support solutions, customer satisfaction, National Pension Scheme Authority (NAPSA
An Assessment of the Impact of Microfinance Loans on poverty reduction among farmers in Zambia: A Case of Chongwe District, Lusaka Province
(University of Lusaka, 2025) KABANSA, Joyce
This study aimed to assess the impact of microfinance institutions (MFIs) on poverty reduction among farmers in Chongwe District, Lusaka Province, Zambia. The research focused on four specific areas: the affordability of interest rates, the effect of loan repayment terms, the influence of loan requirements, and the extent to which MFIs offer tailored financial products for farmers. Data was collected through a questionnaire survey involving 120 farmers from Chongwe District. Quantitative methods were used to analyze the data, with key findings suggesting that while MFIs play a significant role in providing financial services to farmers, certain aspects, particularly high-interest rates and stringent loan requirements, impede their potential contribution to poverty reduction. The study concluded that for MFIs to be more effective in poverty alleviation, there needs to be a review of interest rates, repayment terms, and loan requirements, and a stronger emphasis on developing tailored financial products that meet the specific needs of farmers. The study recommends the development of farmer-focused financial products and regulatory policies aimed at making microfinance more affordable and accessible to farmers. Furthermore, the research highlights potential areas for further study, including the investigation of the socio-cultural factors influencing farmers' access to microfinance and an assessment of alternative models of microfinance delivery. Keywords: microfinance institutions, interest rates, repayment terms, and loan requirements
An Evaluation of Supply Chain Management Practices and their effect on Organisational Performance: A Case Study of Zambia Breweries
(University of Lusaka, 2025) CHEWE, Mildred
The purpose of this study was to examine the relationship between supply chain management practices and organisational performance, focusing on Zambia Breweries. The specific objectives include measuring the effect of effective information management practices on sales growth and cost-saving, assessing the relationship between logistics management practices and sales growth and cost-saving, and evaluating the impact of relationship management practices on these performance metrics. The research utilised a quantitative, descriptive design to explore the characteristics of the population. Stratified random sampling focused on employees directly involved in supply chain management at Zambia Breweries. A total of 71 respondents was sampled. Data analysis was conducted using Microsoft Excel 2016 and Statistical Package for Social Sciences (SPSS) version 26, employing regression analysis. The use of Microsoft Excel added value by providing a user-friendly interface for initial data processing, facilitating descriptive statistics, and aiding in data visualisation before conducting more advanced analyses in SPSS. The findings underscore the pivotal role of effective information management practices, logistics management practices and relationship management practices enhancing sales growth and driving cost-saving initiatives at Zambia Breweries. The findings showed that these practices significantly contribute to operational efficiency and competitiveness within the organisation. The findings demonstrated the substantial impact of optimised supply chain practices on the brewery's performance metrics, emphasising the potential for tangible improvements and operational efficiencies through strategic enhancements in supply chain management. The study specifically revealed that approximately 70% of the variability in organisational performance can be explained by Information Management, Logistics Management, and Relationship Management practices. The coefficients highlight the specific contributions, with Information Management showing an 18% estimated increase, Logistics Management a 14% increase, and Relationship Management a 12% increase in sales growth or cost-saving for every unit improvement. Therefore, each study’s alternative hypotheses were all accepted as Information Management, Logistics Management, and Relationship Management practices relationship with sales growth and cost saving were all significant and positive. Reflecting on these findings, recommendations are made that Zambia Breweries should consider substantial investments in advanced information management systems and data analytics capabilities. Prioritising improvements in logistics management, especially in transportation, distribution, and inventory management, is crucial. Strengthening relationships with strategic suppliers and major customers through partnerships is recommended. Promoting a collaborative culture within the organisation by incentivising teamwork and cross-functional interaction is vital. Making data-driven decisions a core capability by investing in skills development, including training programs in data analysis, visualisation, and interpretation, will empower managers to leverage insights. For future studies, suggestions include broadening the scope across multiple companies in the beverage industry, examining specific information management systems, exploring internal collaboration nuances, and conducting a comparative analysis within the Zambian beverage industry. The research contributes to addressing gaps in the literature by emphasising the need for localised studies, exploring simultaneous impacts on multiple performance metrics, and recognizing industry-specific variations in supply chain effectiveness. Keywords: Supply chain management, organisational performance, information management, logistics management, relationship management.
An Evaluation of the Factors Enhancing the Growth of Small and Medium Enterprises (Smes) in Zambia: A Case Study of Kabwata, Lusaka.
(University of Lusaka, 2025) MUBANGA, Emmanual Chisanga
This study explores the determinants of Small and Medium Enterprises (SMEs) growth in Kabwata Township, Zambia, focusing on entrepreneurial skills, access to finance, business competition, and marketing strategies. Rooted in the Balanced Scorecard and Resource-Based Firm theories, the study employs a mixed-methods approach, combining quantitative data analysis using SPSS version 29 and qualitative insights from SMEs in Kabwata. The literature review highlights the significance of these factors in SME success, while also critiquing the limited geographical focus and outdated information in existing studies. The results indicate a weak positive correlation between entrepreneurial skills and SME growth, underscoring the importance of investing in entrepreneurship development programs. Access to finance emerges as a strong positive influencer on SME growth, emphasizing the critical role of financial support. Business competition demonstrates a nuanced impact, with some SMEs thriving in competitive environments. Effective marketing strategies exhibit a positive association with SME growth. Additionally, an improved business environment correlates positively with SME growth. The study recommends tailored interventions, such as strengthening entrepreneurial training programs, facilitating diverse funding sources, providing industry-specific support, promoting digital marketing adoption, and establishing an SME support hub. Continuous monitoring and evaluation are advised for ongoing relevance. Future studies are proposed to explore sector-specific influences, conduct longitudinal analyses, delve into marketing strategy impacts, assess government policy effectiveness, and conduct comparative studies with other regions. These findings contribute to a deeper understanding of SME dynamics in Kabwata and offer actionable recommendations for policymakers and stakeholders to foster sustainable SME growth in the region.
An Evaluation of The Role of Electronic Government Procument in Service Delivery in The Public Sector: A Case of Selected Public Sector Organisations
(2024) Kapambwe, Rosalyn Ngombe
The study was aimed at evaluating the role of electronic government procurement in service delivery in the public sector, with a focus on selected public sector organisations. The study focused on Ministry of Health (MoH), Ministry of Education (MoE), Zambia Revenue Authority (ZRA), Rural Electrification Authority (REA), Workers' Compensation Fund Control Board, and ZESCO Limited. The sample size comprised 30% of the targeted population, that is 30% of 100, which was roughly 30 respondents from the 6 targeted organisations. The study was guided by the following research objectives: to assess the extent of the adoption of Electronic Government Procurement systems for service delivery; to find out the effect of Electronic Government Procurement Systems on users’ service delivery; to determine challenges of Electronic Government Procurement Systems in service delivery in the public sector. In order to carry out the objectives of the study, the concurrent mixed-methods research design was utilised. In terms of adoption, the findings revealed that the majority of respondents (37.5%) indicated significant adoption of e-GP procurement systems in their respective organisations for service delivery. Furthermore, findings also showed that the majority of 58.33% strongly agreed that the e-GP system has made the procurement process in their organisations more efficient and transparent, highlighting positive outcomes in terms of effectiveness and openness. The predominant concern, as presented in the findings by 45.8% of the respondents, revolved around a deficiency in training and the failure to upload necessary documents for specific tenders. The findings of the study also revealed that e-GP systems have positively influenced various aspects within their organisations, including daily output, procurement efficiency, transparency, and supplier management. Positive correlations between e-GP usage and enhanced productivity, efficient procurement processes, effective supplier selection, and reduced processing time are evident. Well-implemented e-GP systems significantly contribute to operational efficiency, procurement effectiveness, and transparency, aligning with the broader empirical literature on electronic procurement. Identified challenges, such as deficiencies in training, document uploads, computer literacy, supplier paperwork, and system understanding, underscore the need for enhanced awareness, education, and training. Addressing these challenges is crucial for the successful integration and utilisation of e-GP systems in the context of public service delivery. This is not only imperative for efficiency but also for promoting transparency and fairness, aligning with broader e-government literature. Overall, the findings highlight the transformative potential of well-implemented e-GP systems in reshaping public service delivery in Zambia. The positive trajectory in adoption, the positive impact on users' service delivery, and the identification of challenges offer valuable insights for policymakers, practitioners, and researchers. Addressing challenges through strategic training, awareness programmes, and user education will be instrumental in maximizing the benefits of e-GP systems. Key Words: Electronic Government Procurement, Public Sector, Adoption
An Investigation into the effectiveness of the Community Resource Board (CRB) in Game Management : A Case of Chaiwa Game Management Area, Kafue District
(University of Lusaka, 2025) MUBANGA, Catherine
The purpose of this study, was to investigate the effectiveness of the Community Resource Board in Game management, the case of Chiawa Game management area, Kafue District. The study applied single method which was qualitative approach. Case study research design was used in this qualitative research because of the nature of the target population. The total sample size of the study was 40 determined by the principle of saturation. It applied criterion sampling method and purposive to capture the participants. Data was collected through interviews by utilizing semi-structured interview guides as tools for data collection. The raw data that was collected through semi-structured interview guide was analyzed using thematic analysis by following Braun and Clarke’ (2006) 6 step process. Two theories were used in this study, the theory of collective action and the theory common pool resource to guide the research. The research results revealed that the Chiawa CRB maintain transparency in its operations through regular meetings with the local community members which allows them to openly take part in decision-making processes. The results also revealed that the CRB work with the traditional leaders by informing them to call for meetings where Chiawa game management programs are shared with the local community members. It was also revealed that the CRBs call local community members regularly for activity planning concerning Chiawa game management area. The results indicates that through CRBs in Chiawa, the local community members are able to play their role towards game management, the government also play it’s role and the conservation provides the services needed by working together for the benefits of the future generation. The findings also revealed that the Chiawa CRBs engage the local community in wildlife monitoring which triggers the sense of ownership and responsibility among local people in Chiawa chiefdom. It was also revealed that the CRB has enhanced communication channels between the local community and other stakeholders. The findings also shows that the Chiawa CRB is involved in awareness trainings within the community to inform the local community members about the dangers of pouching and other bad activities. It also revealed that the Chiawa CRB as a link ensures that local community members take part in the decision-making related to wildlife management. It was concluded that therefore, the Chiawa CRBs has effectively managed Chiawa game area by acting as a link between community members and the management in Chiawa game area. It was recommended that therefore, the government to support the CRBs with financial support so that they can continue to conduct education, awareness and capacity building programs if sustainable game and wildlife management was to be achieved in Chiawa and Zambia in particular. In the future the study proposed to conduct a mixed method so that variables on this topic can be measured since this was a pure qualitative. Keyword: Effectiveness, Community Resource Board, Chiawa Game Management