Purpose The purpose of this paper is to investigate the mediating role of customer satisfaction (CS) in the electronic-customer relationship management (e-CRM) and customer’s loyalty (CL) relationship, using data from the customers of one of the largest retail banks in Kenya. Design/methodology/approach Using survey mode, the study was administered to 90 samples (of which 78 were returned and usable), with data analysed using exploratory factor analysis to determine scale validity, and path analysis and multiple regression modelling to test hypotheses. Findings This study revealed that the interaction between e-CRM transaction features and CS was statistically significant and predicted CL, however, the interaction did not significantly account for more variance than just e-CRM features and CS. The path analysis revealed a lack of potential significant mediation effects of CS on the relationship between e-CRM and CL. Research limitations/implications Although this research may have sampling limitations and also that the model fit is confined in a single bank/service industry, the estimated model was reasonable enough and has the potential of being repeated in future studies. Originality/value The principle contribution of the present research is it supplies unique learning to bank managers and scholars alike through conceptualising and subsequently empirically verifying the path e-CRM and e-loyalty via CS, and that CS does not mediate the relationship between the aforementioned constructs. By investigating the e-CRM practices of an existing case study, it provides insights of the issue and compare to literature, therefore supplying a thorough and detailed analysis to understand the phenomenon under investigation valuable for banking sector.

Abstract. This article scaffolds on customer relationship management (CRM) theory and explores the association between electronic CRM (e-CRM) and electronic customer's (e-customer) electronic loyalty (e-loyalty)

Since customer loyalty is key, especially in the highly competitive commercial banking environment, this article evaluated the effects of features of electronic customer relationship management (e-CRM) on customer loyalty. Using a crosssectional survey design, data were collected from a convenience sample of customers of a major international Kenyan bank using self-administered questionnaires. The findings based on correlation and multiple regression analyses, revealed that pre-service, during (the) service and post transactional e-CRM features have a positive and significant relationship with loyalty, and that the pre-service and during the service features significantly predict loyalty. Thus, enhancing e-CRM practices could be a strategic competitive tool to impact the banks' relationship with their customers.

This study explored ownership structure and corporate governance and its effects on performance of firms in Kenya with reference to banks. The study revealed that there was no significant difference between type of ownership and financial performance, and between banks ownership structure and corporate governance practices. Further results revealed that there was significant difference between corporate governance and financial performance of banks. However, foreign-owned banks had slightly better performance than domestically-owned banks. This study recommends that corporate entities should promote corporate governance to send a positive signal to potential investors. The Central Bank of Kenya (CBK) should continue enforcing and encouraging firms to adhere to good corporate governance for financial institutions for efficiency and effectiveness. Finally, regulatory agencies including the government should promote and socialise corporate governance and its relationship to firm performance across industries.

This study examines factors inhibiting African immigrant entrepreneurs’ small and medium enterprises’ (SMEs) growth in a municipality of South Africa. Understanding these factors is important to stakeholders as this is an area that plagues much of the immigrant entrepreneurship literature. The study is descriptive in nature, and data were sourced from active African immigrant entrepreneurs through a quantitative approach. Random sampling was used to identify a total of 75 businesses. The results indicated that access to credit from regulated financial institutions is a mirage and that Afrophobic attacks on businesses dwindles prospects of entrepreneurship, job and wealth creation, thus impacting on economic growth of the region. To help bring ‘long-lasting’ co-existence between immigrant entrepreneurs and natives, formulation and implementation of ‘liberal’ integrated public policy interventions and strategies are needed. This would help in having a positive impact on the region’s prosperity in terms of job creation, poverty reduction and economic growth, in turn improving the peoples’ well-being. Given the migratory patterns and greater human global mobility, debate on integrated approaches among or within government systems should never be obscure as it is one of the biggest challenges in the continent.

English-language editing of that article was financed under Agreement 672/ P-DUN /2019 with funds from the Ministry of Science and Higher Education allocated to the popularization of science.

The objective of this article is to determine the economic opportunities created by African immigrant entrepreneurs in South Africa. Furthermore, it is to investigate the impact that Afrophobia has on economic opportunities created by African immigrant entrepreneurs in South Africa. Research Design & Methods:The text utilizes a mixed-methods approach that incorporates both self-administered questionnaire and qualitative in-depth interviews. Through a random sampling approach and snowballing technique, this study combines data from questionnaires of 153 participants and in-depth interviews with 12 respondents. Findings: The findings confirm that immigrant SMEs fill economic gaps by contributing to innovation and technology developments. Such commercial migrants pay taxes, thus adding to the economy of the country. Challenges faced by African immigrant entrepreneurs are not few but centre on Afrophobic and xenophobic attacks which negatively impact business operations and economic growth. Implications & Recommendations: Sound measures by the government regarding immigration could minimize existing tensions, stimulate local skills development, technology development and transfer, new business opportunities, and improve inclusion into the globalised economy. Contribution & Value Added: This study is unique in that it contributes to our knowledge and literature on immigrant entrepreneurship while particularly providing insights into African immigrants' contributions to a national economy. Article type:research article

Unemployment has been a subject for numerous studies and recent debates in South Africa and beyond. This paper explores the relationship between education level and unemployment among the youth in four municipalities in O.R Tambo District (ORTDM), Eastern Cape, South Africa. The theory of human capital provided the theoretical underpinning of the connection between education level and unemployment, and also the theory was used to interpret the findings. It is assumed that by conducting this investigation, an important contribution is made to theoretical developments in the education and jobs sectors literature and policy in South Africa. Research methods: The study participants were selected using the systematic random sampling since the study employed a quantitative research paradigm. The cross-sectional survey design was implemented. The data consisted of 120 self-completed survey questionnaires from the studied employable young people. The crosstabulation, correlation, chi-suqare data analyses methods were used while the multiple regression model developed was used to test the relationships. Findings: From the analyses, relationships were established such that educational level was found to positively relate to unemployment and was also found to have the highest effect on unemployment. Furthermore, result show negative correlation between economic status and education qualification, while it was positively correlated to unemployment. Lastly, a weak linear relationship exists between level of education and economic status. Implications for research and practice: The findings provide an opportunity for education policy makers to collaborate with the government(s) to develop strategies that favour employment. The results mean that a recurring production of education and training into the labour market is not accompanied by a reduction in unemployment. Future studies may investigate other issues responsible for increasing unemployment in the country despite economic improvement as well as the moderating role of race.