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.

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.

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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.

The current paper contributes to the entrepreneurial intention (EI) literature by applying the theory of planned behaviour (TPB) in a developing African country with unique socio-economic and cultural context. Thus it examines the influence of social norms, personal attitudes and perceived behavioural control on business start-up intentions. Based on a quantitative approach, primary survey data were collected from 306 final year undergraduate students at a public university. The data were analyzed using correlation and hierarchical regression techniques. Controlling for age, gender and field of study, the findings indicate that each of the attitudinal antecedents is significantly positively related to EI, with an overall R 2 = 0.543. For scholars, enterprise support practitioners and policy makers, the study shows that the TPB can be used to understand how to promote business start-up in developing countries with socio-economic and cultural contexts which are mostly different from developed countries where the subject is heavily researched. Specifically, mechanisms to develop entrepreneurial capabilities among citizens, improve societal norms and individual attitudes toward entrepreneurship would significantly promote entrepreneurship. The study also makes a valuable contribution to the under-researched context of Zambia and African entrepreneurship.