Institute of Distance Education

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A comparative study between private transport truck business and taxi business in Choma, Zambia.
(The University of Zambia, 2024) Musonda , Mapalo Peter
Transportation is key in any business environment. It determines the movement of goods and services from one place to the other connecting the service provider and consumer so that there is an exchange. Additionally an effective transport industry reduces cost. This report presented Choma town, the administrative capital of southern province as the place of study .The two main transport business forms that were compared were registered private truck and taxi business in Choma, Zambia. Therefore, the aim of this research was to assess which transport business was most favourable to venture in Choma between private truck and taxi. To add on, this dissertation was based on a mixed method type of methodology and adopted an embedded mixed research design .Additionally the sampling frame was gotten by the simple random technique. Moreover, the study sites were divided in two places. Data collection from taxi drivers was done at the taxi rank around spar outlet while the other was the main taxi rank along Livingstone road in the CBD. Data from participants under private truck was done from the natsave ground. Two types of data collection instruments namely questionnaires and structured interview schedules were used. The target population size of 50 was considered and after calculation, the adjusted sample size was 44. Additionally, the time frame for field work was a minimum of one month and data analysis followed with data being analysed for correlation and regression. Two types of variables were considered namely the independent and dependent. Never less, other forms of variables were present and were demonstrated in the conceptual framework. To add on, a conceptual framework was adopted so as to show how variables interacted to influence the dependent variable being earnings monthly for both transport business methods. Therefore, this study concluded that private truck was the better of the two transport business alluding to statistical and qualitative data generated. The research recommended study in fields such as uber and using a less general title of study.
A review of strategy implementation by public universities in Zambia : the case of the university of Zambia.
(The University of Zambia, 2022) Mulawa, Robson Mulawa
The purpose of this study was to review strategy implementation in public universities in Zambia using the University of Zambia as a case study. Strategy is hailed as a solution to emerging victorious from a maze of competition that organisations find themselves. This study therefore was to review how public universities implement strategies in a quest to deal with competition. The objectives of the study were threefold: firstly, to find out if UNZA had a prescribed process of carrying out strategy implementation, secondly what challenges, if any, hampered smooth strategy implementation at the country’s oldest and highest learning institution and lastly, to establish if there were any suggestions for addressing the challenges of strategy implementation at the institution. A qualitative research design based on a case study was utilized. A total of 12 respondents were interviewed and data was qualitatively analysed using content analysis techniques. The study’s findings revealed that funding remained the biggest challenge of strategy implementation at public universities. Additionally, attitude of staff implementing strategic plans, lack of communication about strategic planning and external factors affected the implementation of strategic plans. The study recommended that government must firstly increase allocation of funds to UNZA and secondly be firm and resolute about their pledges of financial support to the institution, in future. Further, UNZA must start developing new campuses in the provincial centers to decongest the Great East Road campus. The study also recommended that UNZA must make partnerships with industry corporates like ZESCO and exchange human resource and funds. Last but not the least, government must consider exempting UNZA and other public universities from paying VAT as the institutions do not charge VAT for the services they provide.
The academic perfomance of learners who have retained a grade for another extra year in mathematics, science and english language.
(The University of Zambia, 2022-08-10) Mangani, Laneny
The study was designed to examine the Academic Performance of learners who had retained a grade in Mathematics, Science and English Language. The problem under the study was that there were a lot of Learners who were retaining a grade with the view to improve the academic performance in the District. Having appreciated the study done by Phiri (2016) concerning grade retention in Grant-Aided Schools in Central Province, it was observed that even other government owned Schools were practicing the vise whose effectiveness was not known. Four objectives guided the study; to identify the measures put in place by government owned Secondary Schools in order to enhance grade retention, to establish whether these measures were followed or not, to ascertain the relationship between grade retention and academic performance, and to establish the views of Teachers, Learners and Parents over grade retention. The significance of the study was that other Schools, Districts, Provinces and eventually the Policy makers were availed to a picture of the effects of grade retention in Government owned schools. The sample consisted of four Government secondary schools of Mpulungu District. Population sample comprised of 97 respondents: 28 Teachers, 39 Learners and 30 Parents. To obtain data from these respondents, Questionnaires, Interview guides and Score sheets were used. Questionnaires were administered to Teachers and learners while Interviews were conducted with the Parents. Score sheets were used to collect results from the guidance Teachers on marks obtained in mathematics, English and science before and after retention. Quantitative data was analyzed using SPSS and Statistical packages embedded in Excel while qualitative data was analyzed using themes, bar chats and pie charts. The findings indicated that Government schools had interest in retained learners and that they did put up measures to enhance grade retention. However, it was found that they did not obey the measures set. When the scores were sampled to ascertain whether there was positive, negative or no relationship between the variables, the findings indicated that there was positive correlation. This means that there was improvement in learner performance. Furthermore, when Teachers, Learners and Parents were asked to state their perception of grade retention, it was also established that they had a positive perception. The findings were similar to the ones obtained by Phiri (2016) whose study focused on Grant-Aided schools. The study recommended that grade retention be made a fully-fledged educational Policy bucked by law. The study also recommended that the Ministry of General Education through District Offices develop interest in grade retained Learners and collect statistics in order to plan on how to improve educational standards in the Country.
Access to guidance and counselling services among students at University of Zambia.
(The University of Zambia, 2022-07-16) Bwalya, Florence
This study was designed to access guidance and counseling services among students at the University of Zambia. It was guided by the following objectives: to establish whether guidance and counselling services are accessed at the University of Zambia, to establish students awareness of guidance and counselling services at the institution and to ascertain whether guidance and counselling services offered at University of Zambia met students need. A study was descriptive it was designed to describe various aspects which cause the accessibility of guidance and counselling services of the University of Zambia by the students in School of Agricultural Sciences. The population consisted of students from school of Agricultural Sciences undertaking full-time programmes. The sample size of the study was 100 students. A probability sampling technique called simple random sampling was used to select the respondent from the study population. Data collection tools included questionnaires and interview guides. However, the data also revealed that a lot still needs to be done to improve on the services are offered to students. Some of the issues that still need to be addressed include training more counsellors in guidance and counselling so that in each unit or school there is a counselling office to improve on the quality of delivery of counselling services to students. The study end by giving recommendation on what can be done to improve the access of the students at the counselling centre.
The administration and management of school based assessment for learning in the teaching and learning of mathematics at Kambule technical secondary school in Mongu district, Zambia.
(The University of Zambia, 2022-07-26) Kapunda, Sepiso
The purpose of this study was to investigate the administration and management of school based assessment in the teaching and learning of mathematics at Kambule Technical Secondary School, Mongu district. The study looked at school based assessment on international and local. This was narrowed to Kambule Technical Secondary School A total of 15 grade 12 pupils and 7 mathematics teachers were used as respondents to find out on four key research questions. These were: What is the importance of the school based continuous assessment in teaching and learning of mathematics, how are results obtained from school based assessment used to improve student’s learning and classroom instructions, what are the challenges faced by teachers and pupils in the administration and management of the school based continuous assessment in teaching and learning of mathematics and how can quality assurance be maintained during the administration and management of the school based continuous assessment in the school. The study was qualitative and data was analyzed and results indicated on tables. The result show that little is done on the school based continuous assessment in schools. On both pupils and teachers. This has contributed to poor performance in mathematics. It is recommended that the school administration strengthen monitoring of teaching and learning of mathematics and other subjects if good performance is to be realised.
The African Worldview, an incentive to unsustainable development: a case study of world vision Zambia-Chongwe cluster area programme.
(The University of Zambia, 2022-08-02) Tembo, Isaac
The study was conducted to explore and assess the contribution of the African Worldview to unsustainable development in the World Vision operated Area Programmes of Chongwe Cluster, namely Kapululwe, Chongwe East and Chongwe South. The objectives of the study were to: determine how the African worldview contributes to unsustainable development in Chongwe cluster Area Programme of World Vision Zambia; ascertain people’s understanding of development; explore the impact of sponsorship funding on the programme beneficiaries. The study in this research employed a case study design which mainly involved qualitative methods. The sample included twelve (12) church leaders. Of the twelve church leaders, only one was female. Three(3) traditional leaders, eleven(11) women, ten(10) men and ten (10) school going children with consent from the school head and parents. The data were mainly collected through questionnaires and focus group discussions. Afterwards the collected data were analysed according to themes. The study revealed that the African worldview is strongly linked to African Traditional Religion and that there is a very strong correlation between this type of worldview and unsustainable development. In addition, it was also revealed that African worldview tends to contradict itself with its Ubuntu Philosophy in the sense that it promotes conflicts such as GBV and Child abuse. Interestingly, the study came to conclude that if well harnessed on the other hand, African worldview can contribute to sustainable development. Based on the findings, the study strongly recommends and implores that World Vision to invest more in capacity building activities that bring about holistic mindset change as opposed to sponsorship funding. Furthermore, World Vision should emphasise an integrated project implementation approach. For instance, Faith and Development activities should be linked to Water, Sanitation and Hygiene (WASH), Literacy, Maternal, Newborn and Child Health as well as Livelihood and Food Security. In addition, key models like Celebrating Families, Empowered Worldview, and Channels of Hope models CoH for Gender, Child Protection and Maternal and Newborn should be taught to children and youths as well. Lastly, the study recommends that when conducting capacity building workshops and trainings, the Church Leaders should be trained together with Traditional leaders. This is because the Church leaders belong to these communities that are run by Traditional leaders. The opposite is also true that Traditional Leaders also are members of these churches run by the pastors. Both types of leaders have a big role to play in sustainable development of their areas.
An analysis of conflict resolution processes and its effectiveness in the reformed church in Zambia : a case of Kabushi congregation in Ndola.
(The University of Zambia, 2023) Banda, Mwila
The study was undertaken on an analysis of conflict resolution processes and its effectiveness to resolve conflict at Kabushi congregation in Ndola of Copperbelt Province. The research was because of the negative effects of conflict and unresolved Conflicts. The general objective of the research study was to investigate and establish the conflict resolution methods and its effectiveness in the reformed church in Zambia Kabushi congregation. The specific objectives were to identify the types of conflict resolution processes the church used to resolve conflicts, to establish the effectiveness of the conflict resolution processes to resolve conflict at Kabushi congregation and to analyse the effects of conflict and unresolved conflict in the Reformed Church in Zambia Kabushi congregation. A suitable theoretical framework, Burton’s theory on conflict resolution was used. The study employed qualitative approach embedded on a case study in order to address issues raised by research questions. The total number of respondents was 28, of which 18 were men and 10 were women. The sample was chosen using purposeful sampling method. The methods of data collection included, semi-structured interview and document analysis. The findings of the study were that, at Kabushi congregation leaders used the methods of the church procedures, dialogue, forgiveness, preaching, mediation, compromise and transferring the Pastor to resolve conflict. Consequently, according to responds the methods the congregation used to resolve conflict were mostly effective. The negative effects were pointed out as the congregation earned a bad name, there was tension at church, divisions, breakaways and the church suffered financially. Discussions were done in line with the research findings and recommendation resulting from the findings and discussions were made. The recommendations were that conflict should be dealt with immediately it is noticed, Kabushi should adopt other processes that bring members together, transfers should not always be used when a pastor is involved in conflict and Kabushi congregation should consider organizing seminars to educate members on church procedures.
An analysis of how supply chain management can help produce sales revenue for fast moving consumer goods firms in Zambia : a case study of Yalelo limited and Java foods.
(The University of Zambia, 2023) Chaala, Mwangala
Th Fast moving consumer good industry is one of the most vital industries in the Zambian economy, this industry is one of the main sources of employment for thousands of Zambians working in manufacturing, distribution, retail, and marketing, among other areas of the supply chain. This industry is fast paced and due to the short shelf life, high demand, and poor profit margins of FMCG (fast-moving consumer goods) products, efficient supply chain management is critical in this industry’s survival. This study’s aim was to analyse how supply chain management can help produce sales revenue for FMCG firms in Zambia. The research data was obtained by means of a quantitative paradigm aided by a structured questionnaire that was administered through structured interviews. The questionnaire contained questions regarding, whether Supply chain management contributes to speed to market, overall organization performance and an organization’s competitive advantage. A total of 275 members of the target population participated in the research. The selected respondents were either employees of Yalelo Limited, Java Food or any of their supply chain partners. Prior to administering the questionnaire, it underwent a pilot study to ensure validity and reliability. The research findings revealed that supply chain management contributes to speed to market, and it also creates competitive advantage for the FMCG firms under study. However, the collected data revealed that overall organizational performance does not depend on SCM, but the hypothesis test that was conducted using a Z-test on the collected data indicated that organizational performance does depend on supply chain management. Hence, the null hypothesis was rejected. In conclusion, the researcher concluded that supply chain management is vital to the FMCG firm’s quest for revenue generation. Finally, in line with the research questions, the researcher concluded by recommending industry wide awareness on the importance of SCM, employee training, and that policy makers should ensure to take into account the importance of this industry when formulating policies that affects it. Lastly a recommendation to future researchers on the topic was also made.
An analysis of monthly fuel price adjustments on the sales of courier service operators in selected parts of Lusaka district for the period 2020-2022.
(The University of Zambia, 2023) Thope, Theophister
Fuel prices play a significant role in the operational costs of courier service operators. As fuel prices increase or decrease, it directly affects the sales and profits of courier services due to cost of running delivery services. When fuel prices rise, courier companies experiences an increase in sales but faced higher expenses for fueling their vehicles, which can lead to increased operational costs. Therefore, this study was analyzing monthly fuel price adjustments for the sales of courier service operators. The Study was guided by Theoretical Framework using the Law of Demand Theory. This study’s approach was quantitative in that it was able to generate numerical data, which was converted into statistical analysis. Questionnaires were used to collect data from respondents, and a simple random sampling was used to determine participants. The Chi-Square T-test was used to analyze the collected data. The first objective was to compare the demand for courier services in relation to charge prices and fuel adjustments for the period 2020-2022 in Lusaka and the study discovered that 68 (52%) indicated that it had increased, 42 (32%) said that it remained the same and 20 (15%) indicated that it had decreased. The findings suggest a positive outlook for the courier service industry in 2022, with more than half of the participants noting an increase in demand. The second objective was to assess whether courier service operators in Lusaka District are making profitable sales to an adjustment of fuel prices and the study revealed that the majority 62 (48%) believed it was very positive, while a notable percentage 25(19%) considered it slightly positive. On the other hand, there were smaller proportions who viewed it negatively, with 22 (17%) stating it was slightly negative and 9% indicating it was very negative. The minority 9 (7%) felt that there was no impact on profits due to these adjustments. The last objective was to find out the influence of fuel prices on the rate of business transactions on the Courier Services in Lusaka and the study established that 51 (39%) strongly agree, 42 (32%) agreed, 4 (3%) were neutral, 18 (14%) disagreed and 15 (12%) strongly Disagree. It can be observed that a majority of participants either strongly agreed or agreed that the monthly adjustments of fuel prices in 2022 had an influence on business transactions due to the increase in online purchases by customers who tried to lessen transportation costs as a result of high fuel prices. The study recommendation that courier service operators implement dynamic pricing strategies that will allow for adjustments based on fluctuating fuel prices while remaining competitive in the market. It is also recommended that courier service operators should invest in fuel-efficient vehicles to reduce operational costs and minimize the impact of fuel price fluctuations on overall expenses. It is recommended also that Government adopt a strategy for price shocks by locking the fuel price or buying in bulk when it is cheaper at the international market to avoid suppliers buying at higher prices and also re-introduce a form subsidy on fuel to caution high fuel prices.
An analysis of the effects of consumer behavior on small and medium enterprises (SMEs) in Kafue.
(The University of Zambia, 2023) Mumba, Brenda
Kafue as business settlement area has several small and medium enterprises which are currently dwindling due to several factors ranging from the harsh economic factors that the country is facing at large. But beyond that despite the government emphasizing on the importance of SMEs, it seems several consumers do not choose to buy from SMEs in Kafue and a number of them are also suffering COVID-19 shock. While Kafue district has over 100 SMEs, generally, SMEs in Kafue are not doing well and hence, they need some form of capacity building to develop and contribute effectively to national development. It was based on the above facts that the study of this nature has to be conducted. This research focused on analyzing the effects of consumer behavior on the growth of Small and Medium Enterprises (SMEs) in Kafue district of Lusaka province of Zambia. The main objective of this study was to find out the effects of consumers behavior in context of social, cultural, and buying behaviors on SMEs in Kafue District of Lusaka province Zambia. To analyze the effects of consumer behavior on the growth of SME, the study found out the impact of consumer attitudes related to buying behavior and their perception on the growth of SMEs. This study used case study descriptive research design. A both qualitative and quantitative method of data collection and analysis was applied. Considering the population of consumers and SMEs owners in the study, the researcher applied a purposive sampling selection technique, and 67 participants were selected as 20 owners of SMEs and 47 consumers. The study found that consumer negative behavior towards local SMEs is because of the perceptions they have towards SMEs, and some caused by the practices done by SMEs such as lack of good customer care, unfair pricing to mention but a few. The study also established that their low customer retention by SMEs hence, increasing the number of consumers choosing not to buy from them. The owners of SMEs also lamented that their growth is directly linked to consumers buying from them.
An assesment of the nature of guidance and counselling facilities in selected primary schools of Mumbwa district of central province, Zambia.
(The University of Zambia, 2020) Mupwaya, Annah
The purpose of the study was to assess the nature of guidance and counselling facilities in selected primary schools in Mumbwa District. The objectives of the study were to: establish the nature of guidance and counselling facilities available for pupils in selected primary schools; examine the status of guidance and counselling facilities in selected primary schools and assess the benefits of guidance and counselling facilities available in selected primary schools. A descriptive research design and supported by a qualitative and quantitative approaches, were used to conduct the study. The sample size was 200 participants and broken down as: 6 head teachers, 6 guidance and counselling teachers, 100 regular teachers and 88 pupils. The study was limited to six selected secondary schools. Questionnaires and interview guides were used to collect the data. Quantitative data was analysed with the help of excel soft-ware while, qualitative data was analysed using thematic analysis. The findings revealed that although facilities were inadequate and quite limited, teachers were providing some services in guidance and counselling to the pupils. These ranged from; educational, vocational to social and personal guidance and counselling. Further, it was evident from the findings that, teachers and pupils were faced with a lot of challenges in attempt to providing guidance and counselling in study environment. These included: lack of counselling working space; insufficient personnel in guidance and counselling and inadequate instructional material. Arising from these findings, the study recommended that: schools provide more facilities to support guidance and counselling services and more qualified personnel be deployed to the study. Further, requirements such as facilities to support guidance and counselling be planned for on an annual basis and more resources be supplied on a regular basis.
An assessment of mobile money service quality on customer satisfaction : a case of Woodlands secondary school.
(The University of Zambia, 2024) Katongo, Mary
Mobile money services have become increasingly popular in recent years, offering convenient and secure ways for individuals to conduct financial transactions using their mobile phones. The quality of mobile money services plays a crucial role in determining customer satisfaction and ultimately the success of such services. This assessment focused on mobile money service quality on customer satisfaction, with a specific case study conducted at Woodlands Secondary School. The first objective was to assess the level of mobile money service quality perceived by teachers and the study discovered that 24 (34%) indicated that they are very satisfied, 29 (41%) said satisfied, 2 (3%) were neutral, 9 (13%) said dissatisfied and 6 (9%) said very dissatisfied. The second objective was to examine the effect of mobile money service quality on customer satisfaction and the study revealed that 7 (10%) said poor, 23 (33%) said fair, 30 (43%) said good and 10 (14%) said excellent The third objective was to identify the factors influencing customer satisfaction with mobile money services and the study discovered that 41 (59%) said limited outlets available and 29 (41%) said sufficient outlets. Last objective was to recommend strategies for improving mobile money service quality to enhance customer satisfaction and the study revealed that 27 (39%) said to enhance security measures, 18 (26%) said to provide financial literacy programs, 15 (21%) said mobile money should be userfriendly interface and 10 (14%) said mobile money should reliable customer support. Based on the study results obtained, the study recommended Mobile money services providers should providing comprehensive training to customers on how to effectively use the mobile money service can significantly improve their satisfaction levels. It was also recommended that mobile money services providers should ensure that the mobile money service is easily accessible to all users within the school premises can enhance customer satisfaction. This may involve setting up multiple service points or kiosks around the school.
An assessment of the correlation of performance audits on policy change and accountability in selected public institutions, Zambia.
(The University of Zambia, 2023) Nkhoma, Uchizi
The primary objective of this study was to investigate the relationship between performance audits and policy change and accountability in four chosen Ministries, Provinces, and Other Expenditure Agencies of the Zambian Government (MPSAs). To achieve this, the study aimed to determine the nature, scope, and frequency of performance audits in the selected Zambian governmental institutions and to assess the utilization and implementation of audit findings and suggestions. The research utilized a mixed-method approach that included both quantitative and qualitative methodologies. The research collected data through questionnaires, focus group discussions, and interviews. The sample size was sixty individuals, and secondary data were obtained by analysing relevant documents. The study found that the Office of the Auditor General of Zambia (OAG-Zambia) conducted performance audits independently and adhered to good governance principles that ensured transparency. However, the study also identified a capacity gap in the performance auditing of environmental studies and IT audits, which limited the scope of performance audits in these areas. To address this gap, the study recommended that the Ministry of Finance allocate more funds to OAG-Zambia for the training of performance auditors. Additionally, the study suggested that yearly performance audits be conducted more frequently. The study also revealed that various ministries did not always implement all performance audit suggestions due to insufficient funding provided by the Ministry of Finance to the MPSAs. To address this issue, the study recommended that the Treasury provide more funding to the MPSAs to ensure that all audit suggestions are fully implemented. The study found no direct correlation between the rate of policy change and the number of performance audits conducted. The review of existing policies is dependent on the timely consideration and adoption of audit recommendations submitted by the OAG-Zambia, cooperating development partners, and MPSAs. The study recommended that more audit reports be examined at each legislative session to enhance policy change and accountability.
An assessment of the effects of business information on the performance of small and medium enterprises : a case study of Lusaka central business district.
(The University of Zambia, 2023) Mulenga, Melody
This study sought to investigate the effect of business information on the performance of Small and Medium Enterprises (SME’s) in Lusaka Central Business District. The objectives of the study were to analyse the sources of business information that are most relevant and valuable for SMEs in the Lusaka Central Business District, to identify the challenges faced by SMEs in accessing business information and the third was to investigate the effect of business information on the performance of SMEs in Lusaka Central Business District. The study sampled 81 business owners from total target population of 102 SMEs that are registered with Zambia Development Agency and have been in operation for two years and above. This research used a cross sectional study and utilized a mixed-methods approach, utilizing the embedded research design which was largely qualitative. This design was used because it entails the researcher in gaining an in-depth understanding of the phenomena under the study by allowing for a deeper exploration of research questions. Research questionnaire with closed ended and an interview guide with open -ended questions were used to collect primary data. Secondary sources such as archival materials, journals, reports, books, and research articles were used to collect secondary data. The findings revealed that a significant proportion of respondents strongly agreed that business information positively influenced business performance. Additionally, the study highlighted various effects of business information, including the identification of new business opportunities, improvement in operational efficiency, targeted marketing efforts, better management of financial resources and market trends, and enhancement of customer service. These findings underscored the importance of access to relevant and timely business information for SMEs in the Lusaka Central Business District. Business information serves as a critical resource for decision-making processes, enabling SMEs to identify growth opportunities, optimize operations, and adapt to changing market dynamics. The positive correlation between business information and business performance suggested that investments in information gathering and analysis can yield tangible benefits for SMEs in terms of competitiveness and sustainability. The researcher recommended longitudinal study to examine the long-term impact of business information on SME performance. Tracking changes in business performance indicators over an extended period would provide deeper insights into the sustainability of the effects observed in the short term.
An assessment of the effects of counselling on gender based violence victims : a case study of Choma district, Zambia.
(The University of Zambia, 2020) Muyendekwa, Mercy I.
Gender-based violence continues to be endemic in Zambia, in familiar and new forms. Despite multiple policy, legal and program-based intervention against GBV, the Zambian Government and counseling board respectively has had challenges in providing effective counseling to victims of GBV especially in Choma district. This study was limited to Choma district in Southern Province. The research concentrates on counseling and its effects on victims. This is because mostly victims of gender-based violence do not have access to the counseling services. It also focused on how counseling helped perpetrators of GBV with respect to behavioral change. Both male and female victims and perpetrators were included in the study. The study adopted a descriptive design that applied qualitative methodology. A descriptive design observes and analyses the dynamics of a phenomenon as it manifests in a natural context, without manipulation any variables. In this respect such a design sought out answers to the questions “WHAT”, “WHO”, “WHERE”, “WHEN” and “HOW” with respect to Gender Based Violence and Counseling Processes in the target area. The recommendation made to resolve this challenge was that there is need to formulate and implement locally based, specialist counseling training programmes and to formulate a policy where more of these courses are offered in institutions of higher education. The participants also suggested that employers must provide attractive compensation packages and working conditions for personnel involved in counseling. Additionally, there was a recommendation that organizations need to intensify in-house training and development programmes for counseling personnel in order to ensure an upgrade in training and enable them to keep abreast with the latest best practices in the field.
An assessment of the effects of organisation change on employees : a case study of Chilanga cement plc, Ndola plant.
(The University of Zambia, 2023) Hamunjo, Matongo
An assessment of the effects of organization change on employees at Chilanga Cement PLC, Ndola Plant sought to evaluate organization change within the establishment, examining different types of implemented change, the influence on employees and strategies for proficient change management. The research employed a Pragmatic philosophical approach by combining elements of both positivism and interpretivist. This study adopted a mixed-methods strategy, incorporating qualitative and quantitative methodologies for a sample size of 46 respondents. The study further triangulated data from different sources to provide a comprehensive examination. The findings regarding an assessment of the effect of organization change on employees at Chilanga Cement was facilitated by several research objectives among which was the examination of the different types of organization change implemented at Chilanga Cement. The overall impact of organization change on employees at Chilanga Cement indicates a 73.9% positivity rate, suggesting that organization change has an influence on Chilanga Cement employees. Among the organization changes implemented were restructuring, policy adjustments, cultural shifts, technological advancements, leadership transitions, product innovations, departmental transformations, and rebranding initiatives, illustrating the array of organization changes the institution has undergone over time. Furthermore, effective implementation of the change was observed at the Ndola plant. The study recommends that organizations, including Chilanga Cement, should formulate a comprehensive change management plan, ensure efficient communication and consistent updates on change program modifications, actively engage employees in all change processes, and address employee concerns during and after change implementation. The study further proposes future research on the study which includes longitudinal studies, psychological and behavioral perspectives, and leadership and change management practices.
An assessment of the efficiency of information technology systems on border management of freight transport clearing in real time : a case of Chirundu one-stop border post.
(The University of Zambia, 2023) Makoni, Angela Elsie
This study assessed the efficiency of information technology systems on border management of freight transport clearing at Chirundu One-Stop Border Post. The principle behind was to know the information technology systems used at the border and how there are used by Zambia Revenue Authority (ZRA), Zimbabwe Revenue Authority (ZIMRA) and clearing agents and their effectiveness and efficiency on freight transport clearing in real time. Moreover, it focused on the effects of using the information systems, challenges faced when using these systems and measures which can be taken to improve border operations through the use of IT systems. Exploratory sequential mixed research methods were employed in which both qualitative and quantitative data was collected through observations, key informant interviews and questionnaires. With the use of stratified random sampling, out of a total of 970, a sample population of 291 respondents was chosen to take part in the research from Zimbabwe Revenue Authority, Zambia Revenue Authority, clearing agents and freight transport drivers. The findings revealed that various information technology systems which were categorized as software, hardware and internet, were used at the border for various purposes with regards to clearing of freight transport which include information sharing and storage, faster processing and clearing of goods, vehicle and load tracking, communication and planning among different departments/agents at the border. However, the findings also revealed that challenges were being faced as clearing is not done efficiently in real time as it takes various hours for freight transport to be cleared. The challenges included complexity of software, inadequate software and hardware, lack of training of staff, malfunctioning of systems, complexity of information, power outages and inconsistent internet connectivity. Therefore, the authorities should ensure the continuous training of border agents on the use of IT systems, increase staff working at the border specifically customs and immigration officers, increase of hardware especially scanners, desktops and printers, use of up to date software, maintenance of the IT systems, use of strong internet service providers and use of self-service IT systems which will play a role in real time clearing of freight transport.
An assessment of the quality of service delivery in micro-finance companies in Zambia : case study of tottengram fin services.
(The University of Zambia, 2023) Hompa, Tinotenda Hugh
This study aimed to assess the quality of service delivery in Microfinance Companies (MFIs) in Zambia, using Tottengram Fin Services as a case study. The microfinance sector in Zambia faces challenges such as donor dependence, rising operational costs, low client retention, high staff turnover, and a decline in service quality, leading to suboptimal MFI performance. The study analysed customer perceptions of service quality in Zambian MFIs and its link to client retention, evaluated operational challenges, and identified measures for enhancing service quality and sustainable performance. The SERVQUAL model was used as the theoretical framework, with independent variables including organizational factors, regulatory environment, and customer expectations, and dependent variables like quality of service delivery. A qualitative research approach was adopted, with data collected from 3800 customers and 150 employees from Tottengram Fin Services' five branches. The major findings revealed that responsiveness, professionalism, transparency, personalized approach, continuous improvement, and feedback mechanisms were key factors in customer perceptions of service quality. Operational challenges included limited access to financial infrastructure, insufficient technological capabilities, inadequate human resources, limited financial resources, and regulatory constraints. Measures to enhance service quality and sustainable performance included customer-centric approach, technology adoption, skilled workforce, continuous training, strategic partnerships, and monitoring and feedback mechanisms. Recommendations include conducting regular customer satisfaction surveys, addressing operational challenges, investing in technology infrastructure, providing comprehensive staff training programs, and fostering strategic partnerships with NGOs, government agencies, and technology providers. These recommendations can guide MFIs in Zambia to improve service quality, overcome operational challenges, and achieve sustainable performance.
An assessment of the quality of service delivery in microfinance companies in Zambia : case study of totten gram fin services.
(The University of Zambia, 2023) Hompa, Tinotenda Hugh
This study aimed to assess the quality of service delivery in Microfinance Companies (MFIs) in Zambia, using Tottengram Fin Services as a case study. The microfinance sector in Zambia faces challenges such as donor dependence, rising operational costs, low client retention, high staff turnover, and a decline in service quality, leading to suboptimal MFI performance. The study analysed customer perceptions of service quality in Zambian MFIs and its link to client retention, evaluated operational challenges, and identified measures for enhancing service quality and sustainable performance. The SERVQUAL model was used as the theoretical framework, with independent variables including organizational factors, regulatory environment, and customer expectations, and dependent variables like quality of service delivery. A qualitative research approach was adopted, with data collected from 3800 customers and 150 employees from Tottengram Fin Services' five branches. The major findings revealed that responsiveness, professionalism, transparency, personalized approach, continuous improvement, and feedback mechanisms were key factors in customer perceptions of service quality. Operational challenges included limited access to financial infrastructure, insufficient technological capabilities, inadequate human resources, limited financial resources, and regulatory constraints. Measures to enhance service quality and sustainable performance included customer-centric approach, technology adoption, skilled workforce, continuous training, strategic partnerships, and monitoring and feedback mechanisms. Recommendations include conducting regular customer satisfaction surveys, addressing operational challenges, investing in technology infrastructure, providing comprehensive staff training programs, and fostering strategic partnerships with NGOs, government agencies, and technology providers. These recommendations can guide MFIs in Zambia to improve service quality, overcome operational challenges, and achieve sustainable performance.
An evaluation of online digital platform in facilitating recruitment in non-governmental organisation in Lusaka :a case of john snow health Zambia.
(The University of Zambia, 2023) Zulu, Nkhumbukila
This study evaluated the efficacy of online digital platforms in facilitating recruitment within a non governmental organization (NGO) in Lusaka, focusing on John Snow Health Zambia (JSH-Z). Through a qualitative approach aligned with interpretivist principles, 92 JSH-Z employees were surveyed to assess awareness levels, explore existing policies, and identify challenges related to online recruitment. The findings revealed a significant level of staff awareness regarding the online recruitment platforms utilized by JSH-Z, indicating effective communication and training initiatives. However, perceptions of policy effectiveness varied among respondents, suggesting areas for improvement and implementation challenges. The study recommends future longitudinal research to track the evolution of online recruitment practices at JSH-Z and comparative analyses with similar NGOs to identify best practices and areas for enhancement. This study contributes to the understanding of recruitment effectiveness, particularly within the context of NGOs, and highlights the importance of continual evaluation and improvement in utilizing online platforms for talent acquisition.

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