While several studies examine the influence of service quality on customer satisfaction in physical retail banking offices, there is a shortage of studies on service quality in the digital space of banking. Further, many developing country contexts such as Zambia are under-researched, limiting the generalisability of prior research conclusions. Hence, the purpose of this research is to examine electronic service quality in online retail banking and its influence on customer satisfaction during COVID-19 pandemic restrictions in the under-researched context of Zambia. Based on a quantitative correlational design, primary sample data were collected using a structured questionnaire from 314 bank customers from two of Zambia’s largest cities, Lusaka and Kitwe. The data were analysed using correlation and multiple regression models. The findings indicate that the E-SERVQUAL model is applicable in the Zambian context and that security, website attribute, privacy, responsiveness, efficiency, fulfilment and reliability are indeed relevant to electronic service quality and they affect customer satisfaction; the multiple coefficients of determination (51.1%) and correlation (71.5%) indicate a large effect size. This extends the E-SERVQUAL model into the under-researched developing country context of online banking in Zambia during the COVID-19 restrictions. The implications to policy and practice are that improving security, website attributes, privacy, efficiency, responsiveness, fulfilment and reliability would result in higher customer satisfaction and usage of the online facilities. Since the study was limited to two, albeit the biggest, cities of Zambia, increasing the number of cities and countries sampled would improve generalisability.

Purpose: The purpose of this paper is to examine the mediating role of entrepreneurial intention (EI) in relation to the influence of the five dimensions of entrepreneurial self-efficacy (ESE) on nascent behaviour.Design/methodology/approach: The study relies on a quantitative approach where primary data were collected from 294 final year undergraduate students at a public university in Zambia. The data were examined by using correlation, logistic regression and mediation analyses.Findings: The findings indicate that each of the five dimensions of ESE is positively and significantly related with EI. Additionally, each of the ESE dimensions, except the financial aspect, is positively correlated with nascent behaviour. Finally, the results show that the influence of ESE dimensions on nascent behaviour is significantly mediated by intention.Research limitations/implications: The study took place in a public university in Zambia; more universities could be involved to improve the generalisability of the study conclusions.Practical implications: The study shows that the five ESE dimensions positively influence not only business start-up intention but also nascent behaviour. To motivate graduates’ involvement in business start-up, there is a need to tailor training and practical pedagogical approaches on entrepreneurship that are focussed on developing the five ESE dimensions.Originality/value: This paper extends an emerging body of knowledge which has not been fully investigated in terms of the mediating role of intention on the relationships between dimensions of ESE and nascent behaviour. The study also makes a valuable contribution to the under-researched context of Zambia and African entrepreneurship.

While a plethora of studies examines the relationships amongst university education service quality, customer satisfaction and loyalty, there is hardly any focus in the literature on study mode differences. Further, many developing country contexts such as Zambia are under-researched, limiting generalisability of prior research conclusions. Hence, the purpose of this paper is to examine university study mode differences in the under-researched context of Zambia. Specifically, it examines study mode differences among undergraduate students in relation to service quality dimensions and overall satisfaction. Based on a quantitative approach, survey data were collected from 824 students at a public university and analysed using correlation and one-way analyses of variance techniques. The findings indicate that while each of the five dimensions of service quality performance (tangibility, reliability, responsiveness, empathy and assurance) is significantly related to overall student satisfaction for all study modes, distance students were the most satisfied on all dimensions, followed by evening students and the least were full-time students. For scholars, administrators and policymakers, the study shows that the service performance model is a valid and useful framework for assessing and monitoring how the primary stakeholders form their service quality perceptions of higher education. However, the students with less contact with university staff and facilities seem to be more satisfied, a phenomenon that requires amelioration and reconnoitring. Since the study took place in one public university, increasing the sample base by covering more universities would improve generalisability.

This paper contributes to the electronic banking (e-banking) literature by applying the modified Technology Acceptance Model (TAM) in an under-researched Zambian context. Specifically, it examines the influence of e-banking technology’s perceived usefulness, perceived ease of use and trust (safety and credibility) on e-banking adoption. Based on a quantitative correlational design, primary sample data were collected from 222 bank customers from two of Zambia’s largest cities. The findings indicate that the modified TAM model is applicable in the Zambian context and that perceived usefulness, ease of use and trust each significantly positively influences attitude to e-banking. In turn attitudes to e-banking influence intention and actual adoption of e-banking services. For scholars, practitioners and policy makers, the study shows that improving perceptions of trust (safety, security and credibility), usefulness and ease of use of e-banking systems would result in increased adoption. This paper is the first to extend the modified TAM model into the under-researched developing country context of e-banking in Zambia.

The purpose of this study is to determine the relationship between the leadership styles of leaders of financial technology (Fintech) start-ups and firm growth. A quantitative design employing a cross-sectional survey with the use of a Likert questionnaire was conducted on the leaders of top-performing Fintech firms in Zambia, as recognized by Tracxn in its May 2020 report. This study focuses on three leadership styles: transformational leadership, transactional leadership, and laissez-faire leadership. The most significant result is that transformational leadership is strongly associated with the growth of Fintech start-ups in Zambia, while transactional leadership plays a limited role. The association between laissez-faire leadership and firm growth is positive but weak. The research makes two main contributions to the literature in the field of Fintech. First, the findings can help researchers explain leadership styles that predict the growth of Fintech start-ups. Second, founders of Fintech firms will understand the most important leadership styles that can lead to the growth of start-ups. The limitations of this study relate to the sample size, the need to consider other readership styles, and the use of qualitative and longitudinal designs that would provide more insights and validation.

This paper contributes to the smallholder agriculture commercialisation literature by applying the Theory of Planned Behaviour in an under-researched developing country context. The study examines the influence of attitude, subjective norms and perceived behavioural control on the Scaling-Up intent among smallholder village chicken (free-range or indigenous) farmers in North-western Zambia. Additionally, gender differences regarding commercialisation intent are examined. Based on a quantitative correlational design utilising 556 smallholder farmers’ primary data from a structured questionnaire, statistical correlation and student’s T-test models were employed. The findings indicate that attitudes, subjective norms, perceived behavioural control have unique positive significant effects on commercialisation practices intention (CPI) and CPI in turn positively influences commercialisation scaling-up intention (CSI). Additionally, the study found significant gender differences in all aspects of the model except for subjective norms. Despite the study being cross-sectional and based on one district in Zambia, the findings have important implications. For policymakers and enterprise support institutions, understanding the socio-psychological factors of smallholder farmers is important before introducing any interventions to promote the commercialisation of the village chicken. Additionally, there is a need to encourage farmers to adopt commercialisation practices in livestock management, investment and marketing. This would increase the chances of transitioning from subsistence to commercial farming. In terms of narrowing the gender gap in participation, there is a need for policymakers to tailor interventions that would help improve the attitude of women towards commercialisation and to reduce the perceived barriers. The study pioneers application of the TPB in this context.