Commerce Publications

Drivers of customer satisfaction in the telecommunications industry of Zimbabwe: A mixed-methods study from Manicaland Province

2026-08-06T07:08:34Z

Drivers of customer satisfaction in the telecommunications industry of Zimbabwe: A mixed-methods study from Manicaland Province Shiridzinodya, Ruth; Muchakubvura, Dzidzai; Rusike, Ranzi Mazenge; Vilakati, Sifiso; Zondi, Bonginkosi Wellington; Mbona, Sizwe Vincent Customer service quality is still a major problem in Zimbabwe’s telecommunications sector. Customers often face network failures, slow responses to complaints, and poor communication with service providers. These problems reduce customer satisfaction. This study aimed to develop a framework to improve customer service in the sector. It focused on how network reliability, how quickly complaints are resolved, staff skills and empathy, and customer involvement in service improvement affect customer satisfaction. The study used data collected in Manicaland Province, Zimbabwe. A convergent parallel mixed-methods approach was used. Quantitative data were collected from a random sample of 220 customers, while qualitative data were collected from 13 purposively selected participants, including managers and frontline customer service staff. Data analysis was conducted using SPSS AMOS version 23 and thematic analysis. The results showed that network reliability had a strong and positive effect on customer satisfaction (𝛽 = 0.514, p-value < 0.001). Staff competence and empathy also had a significant positive effect on customer satisfaction (𝛽 = 0.336, p-value = 0.006), showing that skilled, respectful, and caring staff improve customers’ experiences. In contrast, complaint resolution efficiency did not have a significant effect on customer satisfaction (𝛽 = 0.039, p-value = 0.771). The analysis further showed that value co-creation partially mediated the relationship between network reliability and customer satisfaction, as well as between staff competence and customer satisfaction. The study concluded that customer satisfaction can be improved by upgrading network infrastructure, providing ongoing staff training, empowering frontline employees, and creating formal mechanisms for customer engagement. It also recommended that regulators such as the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) enforce service quality standards, and that policymakers support digital inclusion and innovation.

Teachers’ preparedness, attitudes, and perceived impact of technology use in lesson delivery in selected Zimbabwean schools

2026-07-21T09:18:07Z

Teachers’ preparedness, attitudes, and perceived impact of technology use in lesson delivery in selected Zimbabwean schools Muchakubvura, Dzidzai; Mbona1, Sizwe Vincent; Zunga3, Ledwing; Msosa4, Steven K. This study investigated teachers’ preparedness, attitudes, and the perceived impact of technology use in lesson delivery in selected Zimbabwean secondary schools. Guided by the Technology Acceptance Model (TAM) and the Technological Peda gogical Content Knowledge (TPCK) Framework, it examined how teacher readi ness, institutional support, and infrastructure affect ICT integration. Quantitative data from 59 teachers were analysed using SPSS version 30. Results indicated that teachers generally had positive attitudes and moderate ICT competence, rec ognising technology’s benefits for student engagement and performance. However, inadequate infrastructure and limited support constrained effective use. The study recommends continuous training, improved resources, and supportive policies for sustainable ICT-driven education. Keywords Technology integration · Teacher preparedness · ICT in education · Digital pedagogy · Zimbabwean secondary schools

The Moderating Effect on Decent Work on Employee Commitment and Organisational Citizenship Behaviour in the Construction Sector

2026-07-21T09:08:07Z

The Moderating Effect on Decent Work on Employee Commitment and Organisational Citizenship Behaviour in the Construction Sector Muchakubvura, Dzidzai Background. Turnover remains high in Zimbabwe’s construction sector, which employs thousands of skilled and unskilled workers and contributes significantly to the national economy. However, excessive staff turnover reduces productivity and revenues. The construction sector’s potential and dynamism are directly related to the level of employee commitment, organisational citizenship behaviour, and fair work experience of its employees. These are key elements of sustainable, long-term human resource management that can help construction companies address the diverse needs and expectations of both potential and existing employees while preserving long-term business opportunities. Purpose. This study aimed to examine the moderating effect of decent work on the relationship between employee commitment (EC) and organisational citizenship behaviour (OCB) in the Zimbabwean construction sector. Findings. The study adopted a quantitative methodology to obtain data from a convenience sample of 200 participants employed in the construction industry. The data were analysed using SmartPLS 4.0 and SPSS. The findings show a strong relationship among the variables, highlighting their significant roles in explaining the variance in the constructs. Specifically, the results show that Decent Work is positively related to Employee Commitment (β = 0.456, p < 0.001) and Organisational Citizenship Behaviour (β = 0.178, p < 0.025); Employee Commitment is positively associated with Organisational Citizenship Behaviour (β = 0.191, p < 0.019). Furthermore, the results show that Decent Work (DW) moderates the relationship between Employee Commitment (EC) and Organisational Citizenship Behaviour (β = 0.054, p < 0.043). Implications. This research provides information on the policy guidelines adopted by governments regarding the promotion of the concept ‘decent work’ in the construction sector. The findings suggest that construction firm managers should adopt decent work practices to retain top talent. Furthermore, employee engagement and corporate citizenship must be enhanced through initiatives that support employee well-being. This study provides governments with valuable information for developing policies that foster the creation of high-quality employment opportunities in the construction industry. Therefore, organisations seeking to develop employee engagement and corporate citizenship should consider creating a high-quality work environment. Keywords: Construction, Decent Work, Employee Commitment, Labour Turnover, Organisational Behaviour.

The Mediating role of job engagement in the relationship between flexible work arrangements and employee empowerment

2026-03-13T11:13:59Z

The Mediating role of job engagement in the relationship between flexible work arrangements and employee empowerment Muchakubvura, Dzidzai; Chikove, Munyaradzi; Msosa, Steven Kayambazinthu; Ntshangase, Bhekabantu Alson Higher education institutions play a critical role in economic growth by moulding the human capital necessary for driving innovation, change, and transformation. Despite their critical role in contributing to the economy, these institutions are experiencing high labour turnover, which subsequently impacts efficiency and productivity. Thus, the global demand for highly skilled professional employees has significantly contributed to the skills flight from Zimbabwe’s institutions of higher learning to other economies. This study evaluated the mediating role of job engagement in the relationship between flexible work arrangements and employee empowerment within the Zimbabwean Higher Education sector. A quantitative research design was employed to collect data from a convenience sample of 200 respondents in this sector. In addition to being quantitative, the researchers used an explanatory case study and a cross-sectional research design for this investigation. The data were analysed using the Pearson Product-Moment Correlation coefficient via the Statistical Package for the Social Sciences (SPSS). The findings reveal robust interrelationships amongst the variables, emphasising their substantial contributions to explaining the variances in the measured constructs. The findings of this study show a significant relationship between flexible work arrangements, job engagement, and employee empowerment. The findings suggest that university administrators should develop comprehensive, flexible work strategies to address the challenges faced by their personnel. Furthermore, they should enhance the working conditions of their staff as a means of improving the overall quality of higher education (HE). This study also offers insights for government policies concerning the labour requirements of the higher education sector.