PurposeThe purpose of this paper is to analyse and evaluate the effect of customer experience management (virtual interaction, physical interaction and service interaction) on customer loyalty in the banking industry.Design/methodology/approachThe study followed an explanatory research design to sample 384 respondents. Stepwise regression analysis was used to validate the relevance of the study model.FindingsThe results indicated that there is a positive association between customer experience management and customer loyalty. The dimensions of customer experience management, namely virtual interaction, physical interaction and service interaction, were also found to be statistically significant in explaining customer loyalty behaviour.Practical implicationsThe study practically influences the way banks and other financial institutions gain competitive advantage through managing the experiences of customers in a volatile business environment. At a time when banks are no longer the only providers of financial services, the study offers a road map to reduce portfolio purchasing and switching behaviour through enhanced experience management at all customer touch points.Originality/valueThe study presents an augmented model of customer experience management which is linked to consumer loyalty.

This study investigates the extent to which the Technology Acceptance Model (TAM) constructs predict intention to accept and use technology in learning. Data were obtained from 337 students from Bindura University of Science Education (BUSE) in Zimbabwe. The findings made three revelations. First, usefulness appears as an important driver for intention to use e-technology in education. Second, Ease-of-Use was contrary to the hypothesis, but was statistically insignificant. Third, Behavioural Intention has a positive and a strong association with Actual Use. The findings suggest several implications for theory and policy. In theoretical terms, the study provides evidence for the predominance of Usefulness over Ease-of-Use in predicting intention to adopt e-learning among students. In practical terms, the study shows that to ensure that students use particular technologies for study, a functionally useful system must be put in place. As such, technologies, which do not meet this condition, may simply be ignored.

This paper examines the causal relationship between social media and consumer purchasing behaviour in the mobile telephony industry in Zimbabwe. The study was driven by a strong desire to convert social media usage into desirable purchase behaviour. Social media was examined using four variables namely, firm generated communication, user created communication, word of mouth and social media platform. The study results indicate that social media is a significant driver of consumer purchase intention. Consumer purchase behaviour is mainly driven by social media word of mouth, whilst firm generated content was found to be inversely related to purchase intention. User generated social media communication resulted in a moderately weak association with purchase behaviour, whilst an insignificant association was obtained between social media platform and consumer purchase intention. The results imply that social media is an effective tool but needs to be adapted so as to minimize generating content which distorts desirable consumer behaviour. The researchers therefore recommend a cautious social media campaign which generates more desirable viral content.

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Purpose: The study sought to uncover the effect of blockchain digital ledger technology (BCDLT) on financial crimes. The study was driven by the need to promote blockchain technology in a bid to enhance financial sanity through elimination of financial delinquency. Research methodology: The study followed a quantitative paradigm using an explanatory research design. The study targeted financial executives, senior staff members at the Zimbabwe stock exchange, bankers and officials from the financial regulators. Data was collected using a structured questionnaire. Results: The study found out that of the four independent BCDLT antecedents, manual audit costs were insignificant, whereas the other three had strong positive associations with financial crime reduction. Limitations: The study targeted a specific group of financiers; hence the results may not be universal to other excluded categories Contribution: The study significantly guides policy formulation and laws in line with the adoption of the blockchain technology in the global financial system to guard against the possibility of new forms of financial crimes that could emanate from the use of technology. Keywords: 1. Blockchain digital ledger technology 2. Financial crime 3. Financial performance