Purpose The purpose of this paper is to investigate the determinants of consumers’ intention to adopt mobile banking services in Zimbabwe. Design/methodology/approach A survey of 232 bank customers was conducted in Chinhoyi, Zimbabwe, using a structured questionnaire with Likert-type questions. Customers were randomly intercepted as they walked out of five major banks. Structural equation modelling, independent-samples t-test and one-way ANOVA were used to test research hypotheses. Findings The study found that perceived usefulness, perceived self-efficacy, social influence, relative advantage and perceived compatibility all have a positive effect, whilst perceived risk has a negative effect on behavioural intention to adopt mobile banking services in Zimbabwe. Perceived ease of use, facilitating conditions, perceived complexity, perceived trialability, awareness-knowledge and demographic factors (gender, age, education and income) did not significantly influence behavioural intention to adopt mobile banking. Perceived ease of use was found to positively influence perceived usefulness, while perceived self-efficacy was found to have a positive effect on perceived ease of use. Behavioural intention was found to positively influence usage of mobile banking services in Zimbabwe. Research limitations/implications Data were collected from bank customers in Chinhoyi, one of the emerging towns in Zimbabwe. Future research should be expanded to include other major cities in Zimbabwe and other countries. More similar studies should be conducted to test the factors identified in literature in different contexts and markets and on other innovations. Practical implications The study advises banks to pay particular attention to perceived usefulness, perceived self-efficacy, social influence, relative advantage, perceived compatibility and perceived risk when designing new mobile banking services. Originality/value There is not a unified position regarding factors influencing mobile banking adoption. Factors vary with contexts, markets, time and types of innovations. The study tested some major factors identified in literature in the context of Zimbabwe.
Purpose There is a dearth of studies that have investigated mediators of the effect of service quality on customer loyalty under the conditions prevailing in Zimbabwe; where bank customers’ confidence in the banking system has been dented by bank failures. Therefore, the purpose of this paper is to investigate the mediators of the effect of service quality on loyalty among bank customers in Zimbabwe. Design/methodology/approach A cross-sectional survey of 310 bank customers was conducted in Chinhoyi, Zimbabwe. A questionnaire with Likert type questions was used to collect data. Customers were randomly intercepted as they walked out of five major banks. Structural equation modelling was used to test the proposed relationships. Findings The study found that service quality, satisfaction and corporate image all have positive direct effects on loyalty. It was also found that satisfaction and corporate image all mediate the effect of service quality on loyalty. Research limitations/implications The study was conducted in Chinhoyi, one of the emerging towns in Zimbabwe. There is a need to conduct more similar studies in other parts of the world in future in order to have a better understanding of this subject. Practical implications Banks are advised to address issues to do with service quality, customer satisfaction and corporate image when designing marketing programmes intended to increase customer loyalty. Originality/value Studies that have investigated mediators of the relationship between service quality and customer loyalty in banking environments such as in Zimbabwe are scarce. This study was conducted to address this knowledge gap. Relationships among customer loyalty and its antecedents are not likely to change due to conditions prevailing in a particular banking environment.
Purpose The purpose of this paper is to apply unified theory of acceptance and use of technology 2 to determine factors influencing acceptance and use of plastic money in Zimbabwe. Design/methodology/approach Using a cross-section of 528 consumers, respondents were randomly intercepted as they walked out of five major supermarkets in Harare, Zimbabwe. Random selection of consumers was done in order to ensure a representative sample. Consumers were asked to complete a structured questionnaire. Structural equation modelling was applied to test research hypotheses. Findings Results show that performance expectancy, effort expectancy, hedonic motivation and habit all positively influenced behavioural intention to adopt plastic money. Social influence, facilitating conditions and perceived financial cost all did not have a significant effect on behavioural intention to adopt plastic money. Behavioural intention positively influenced consumers’ use behaviour on plastic money. Research limitations/implications This study is among the pioneers of research in this field in Zimbabwe and other developing countries. Likewise, caution must be taken when researchers try to generalise findings from this study. It is, therefore, recommended that more studies of this nature be conducted in other developing countries in order to have a more solid understanding of consumers’ adoption of plastic money. Practical implications The study advises banks to pay particular attention to performance expectancy, effort expectancy, hedonic motivation and habit when devising strategies to increase the adoption of plastic money. Originality/value Factors that influence the adoption of plastic money are not widely researched under circumstances such as those existing in Zimbabwe. The Zimbabwean financial sector provides a unique environment to conduct studies of this nature.
Based on a survey of 200 SMEs, this research investigated innovation's influence on the performance of small and medium enterprises (SMEs) in Harare, Zimbabwe. The study found that SMEs were somewhat innovative. The performance of SMEs was found to somewhat increase over the period SMEs were innovating. Innovation was found to positively predict the performance of SMEs. Organizational innovation and product innovation positively predicted the performance of SMEs while marketing innovation and process innovation did not. The influence of innovation on enterprise performance varied from industry to industry. The research has implications for managers and future researchers.
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