The performance of parastatal companies in Zambia : a case study of the Zambia postal services corporation.
Date
2023
Authors
Nyirongo, John
Journal Title
Journal ISSN
Volume Title
Publisher
The University of Zambia
Abstract
This study investigated the performance of parastatal companies in Zambia, with a specific focus on the Zambia Postal Services Corporation (ZAMPOST). Through a detailed case study analysis, the research aimed at uncover the strengths, weaknesses, and areas for improvement within
ZAMPOST, while also exploring the broader role of parastatal companies in the country's economic landscape. The specific objectives were To Identify Services Offered by ZAMPOST: The study revealed that ZAMPOST offers a diverse range of services, including postal delivery, parcel services, money transfer, bill payments, and more. While certain services such as postal delivery and parcel services exhibit high levels of awareness and utilization, others like money orders and telegram services had lower levels of awareness and usage. To Evaluate Customer Satisfaction Levels: Findings indicated varying levels of customer satisfaction with ZAMPOST's services. Factors influencing satisfaction included accessibility, efficiency, affordability, and customer service. While some customers rate ZAMPOST's performance as good or satisfactory, others express concerns about service reliability, innovation, and customer support. To Assess Management Effectiveness: Perceptions of ZAMPOST's management effectiveness were mixed, with some stakeholders expressing skepticism about leadership, service delivery, and financial management. The research employed a multi-method approach, combining qualitative and quantitative techniques to gather data from stakeholders, customers, and employees of ZAMPOST.
The findings revealed a comprehensive understanding of the services offered by ZAMPOST, including postal delivery, parcel services, money transfer, and bill payments. While certain services such as postal delivery and parcel services enjoy high levels of awareness and utilization, others such as money orders and telegram services exhibit lower levels of awareness and usage. Key strengths of ZAMPOST identified in the study included efficient delivery services, wide network coverage, and secure money transfer facilities. However, weaknesses such as slow service, limited-service innovation, and inadequate customer support were also revealed. To address these weaknesses, recommendations were provided, including enhancing service
promotion, improving service quality, fostering innovation, enhancing customer service excellence, and strengthening management effectiveness.
Description
Thesis of Master of Business Administration.