This paper contributes to the service quality literature by applying the service performance (SERVPERF) model in an under-researched Zambian universities context. Therefore, it examines the influence of each service quality dimension on overall service satisfaction and behavioural intentions in terms of loyalty and positive word of mouth. Based on a quantitative correlational design, primary data were collected from 656 senior final year undergraduate students at one public university. The findings indicate that service quality performance dimensions (tangibility, reliability, responsiveness, empathy and assurance) are each significantly positively related to overall customer satisfaction which in turn affects behavioural intentions. For scholars, administrations and policy makers, the study shows that the service performance model is a valid and useful framework for assessing and monitoring how students form their service quality perceptions and behavioural intentions. This paper is the first to extend the service performance model of service quality into the under researched developing country context of higher education in Zambia.

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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.

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Globally, SMEs play a vital role in a country's economic growth through employment creation, contributing to GDP and fostering competition and innovation. However, these SMEs face a plethora of challenges which threaten their stability and continued existence. Worldwide, mortality rate of SMEs is high, with the situation in Zambia being no different. The case is worse among SMEs suppliers in the Zambian mining sector, whose sole dependency is on the mines. These SMEs risk failure to obtain regular business contracts due to competitive pressures with international suppliers, possible mine closures, low mining activities and unstable international market prices. Scholars suggest that SMEs can improve their relative competitiveness and sales performance by enhancing their visibility and building customer relations through adoption of social media platforms such as Facebook. Surprisingly, there has been inconclusive findings, some reveal a positive relationship, others a negative one while others suggest a zero relationship between social media (Facebook) adoption, relative competitiveness and sales performance. In light of the mixed findings, this study seeks to examine this in the context of SME suppliers in the Zambian Mining sector where research on the subject is non-existent. Mixed method approach of data collection will be employed. Findings of this study will help decision making among SME managers and policy makers.