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Recent Submissions
An Evaluation of the Effectiveness of Disability- Inclusive Social Protection in Zambia
(University of Lusaka, 2025) KAIRA, Kelly Mahara
Social protection policies have evolved to encompass a broader spectrum of the population, with a growing emphasis on inclusivity and accessibility for PWDs. Despite the presence of social protection policies in Zambia, there remains a lack of comprehensive understanding regarding their effectiveness in addressing the needs of PWDs. Key issues persist in terms of awareness, accessibility, implementation, and impact of these policies. As such the research objective was to evaluate the effectiveness of disability-inclusive social protection policies in Zambia. Specifically, the study sought to assess the awareness levels and accessibility of existing social protection programs among PWDs; examine the extent to which social protection policies address the unique needs and challenges faced by PWDs, and evaluate the impact of social protection policies on the economic empowerment and well-being of PWDs. The study employed the descriptive mixed-method research method as it aimed to describe and understand a phenomenon by combining qualitative and quantitative data collection and analysis methods. Data collection was done by the use of structured questionnaires and Focus Group Discussions. The study sample size selected through stratified random sampling was 80. The results of the study were analyzed through Microsoft excel. The key findings of the study found that awareness
of such programs remains a significant challenge, with information dissemination heavily reliant on government officials and community events, while media, NGOs, and personal networks play a lesser role. While Zambia's social protection policies demonstrate promise in advancing the economic empowerment and well-being of PWDs, critical gaps in awareness, access, tailored support, and responsiveness hinder their full effectiveness. The study concluded that while Zambia's social protection policies have potential, their effectiveness is significantly hindered by low awareness, limited accessibility, and insufficient alignment with the diverse needs of PWDs. The recommendation therefore was that the Government needs to intensify awareness campaigns, utilizing diverse dissemination channels, and redesigning benefit packages to reflect the specific needs of PWDs.
Keywords: Disability inclusion, Awareness, Accessibility, Economic empowerment
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.
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
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.
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.