The Catholic University of Zimbabwe Institutional Repository
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Recent Submissions
Service Provider Migration and Bank Switching Behaviour: Factors Influencing Customer Retention in Harare's Banking Sector
(African Journal of Commercial Studies, 2025-01-01) Cletos Garatsa; Leo T. Mataruka; Christopher Zishiri
This mixed-methods case study explores the complex landscape of service provider
migration and bank switching behaviour among online banking customers in Harare,
Zimbabwe, specifically focusing on customer retention factors. The research, which
integrates quantitative data from a survey of 224 customers and qualitative insights from
in-depth online interviews with 13 bank managerial participants, uncovers significant
relationships that provide actionable insights. The quantitative analysis reveals that higher
behavioural intentions are associated with increased switching (t = 3.45, p < 0.05), while
perceived switching costs (r = -0.72, p < 0.01) and switching barriers (r = -0.65, p < 0.01)
serve as barriers to switching banks. The qualitative findings, on the other hand, highlight
central themes such as the paramount importance of service quality, emotional factors like
trust and personal relationships with bank staff, and the influence of promotional
incentives. Customers expressed that while they value service quality, concerns about
switching costs and the logistical challenges of changing online banking providers were
significant deterrents. These insights, which have practical implications, provide valuable
guidance for banking institutions aiming to enhance customer retention strategies and
improve online service delivery. Financial service providers can better address customer
needs, foster stronger relationships, and contribute to a more resilient online banking
environment in Harare by understanding the complexities of service provider migration
Bridging the Gap: Navigating Human Resources Management Bias to Promote Equality and Inclusivity in the Workplace.
(INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN SOCIAL SCIENCE (IJRISS), 2025-06-29) Mubango Hazel; Muchowe Regis; Mataruka Leo
In contemporary, multifaceted workplaces, proficient human resource management is essential for organisational
success. Nonetheless, despite advancements in fostering a work climate that encourages diversity and inclusion,
specific individuals still encounter ongoing challenges of workplace discrimination, inequality, and inequitable
treatment. This conceptual paper explores the strategies to navigate HRM bias to promote equality and an
inclusive workplace. Human resource management bias manifests in various forms, such as discriminatory
practices in recruitment and promotion, unconscious biases in performance evaluations and feedback, a lack of
diversity at both managerial and non-managerial levels, and rigid or insensitive policies that fail to accommodate
diverse employee needs. Mastering the ability to surmount such prejudices is essential not just for fostering
equity and an inclusive work environment but also for maximising individual potential and improving
organisational performance. Some strategies to mitigate workplace bias in human resource management include
executing anti-discriminatory policies, diversity, equity, and inclusion (DEI) training, blind recruitment
methods, using technology and cultivating a workplace culture emphasizing equality and inclusion. If
implemented effectively, these tactics help reduce bias in human resource management processes and practices
within businesses.
Theological Education and sustainable development in Zimbabwe: towards a transformative praxis in doing theology.
(AOSIS Books, 2021) Dr. Lovejoy Chabata
Theological colleges in Zimbabwe have been run on curricula that are mostly alien and eccentric to the socio-economic and political circumstances of the country. The curricula
pursued in theological institutions in Zimbabwe were designed either in European or American settings under the auspices of missionaries who initiated those colleges. Typical of
the maxim that he who pays the piper calls the tune, the curricula of theological colleges have espoused foreign theo-ideologies that are not in sync with real life situations facing the
Zimbabwean community. Theological education in Africa, generally, and in Zimbabwe particularly, has not addressed the holistic needs of the continent. (Chitando 2013; Mugambi,
2013). It is now high time that a new African theological education curriculum be designed that entrenches sustainable socio-economic and political development initiatives (Phiri, 2009; Chitando, 2010). This Chapter investigates the appropriateness/relevance of current theological education curricula of twenty-three theological colleges in Zimbabwe. The main
thesis in this Chapter is that theological education in Africa and in Zimbabwe particularly, can go beyond meeting the spiritual needs of the people to spearhead sustainable development initiatives for the economic survival of the country (Magezi & Banda, 2017). Deficiencies and efficiencies of theological education curricula in Zimbabwe shall be discussed in this work with the view to establish a contextually relevant and robust curriculum. At the end of the Chapter, recommendations shall be made on pertinent topics for integration into a down- to- earth curriculum for theological education. The Chapter advocates for a theological curriculum development that focuses on theology as a key agent and driver for socio-economic and political change.
Theology of enough: An agenda for the 21st century church in Zimbabwe
(Springer nature link, 2020-05-23) Bednicho Nyoni
Plutocracy is the 21st Century worldwide serious challenge facing most, if not all countries. Antonym to this challenge, there is biblical furore and protest on wanton wealth
accumulation and ecosophy crisis. There is advocacy for equitable wealth distribution to humanity. It is crystal clear; however, that there must be some concealed rationale as to
why this is favoured by the majority. Equitable distribution of wealth or theology of enough is proffered in as means for a just society through the moral, fairness, economic efficiency,
social stability and democratic concepts, for this mother-earth to be peacefully inhabitable. Therefore, the theology of enough combat the death penalty passed to the poor masses in
Zimbabwe and beyond. However, in other words, this is a theology of life antonym to the theology of death, poverty theology, and prosperity theology/Davidic royal ideology or
theology (to rule forever or to stay in power/positions forever). Therefore, enoughism is an antonym of wanton wealth accumulation and consumerism. The conviction of enoughism or
theology of enough is advocating for satiated humanity in societies. How much is enough of wealth? What is necessary for the society’s salvation? Why are there ‘filthy rich’ people and ‘filthy poor’ people in Zimbabwe and beyond? Is it that the ‘filthy rich’ work very hard or they are more blessed by God? To the ‘filthy poor’, is it that they are too lazy or they are
more cursed by God? Hence, it is from these critical questions that it shows that the Church has never had seriously considered ‘theology of enough’. In this article the theology of
enough advocates for equitable distribution of wealth. Therefore, this article explores possible ways of responding to those who are ‘filthy rich’ and ‘filthy poor’. For, in Zimbabwe
and beyond this scenario exists, it’s a reality.
Towards theorising an effective leadership model for Small and Medium Enterprises (SMEs) in Zimbabwe
(The Catholic University of Zimbabwe, 2023) Paul Nemashakwe
While there is consensus that Small and Medium Enterprises (SMEs) are important to all countries especially developing economies like Zimbabwe, only 15% are expected to survive beyond three years. Scholars have attributed these high failure rates to managerial deficiencies and lack of an appropriate leadership model. As such, the study sought to propose an Afrocentric Effective Leadership (AEL) model for Zimbabwean SMEs. The study was guided by the positivism philosophy and the deductive approach. It adopted a quantitative research design where a survey was conducted using a questionnaire developed by the researcher. Primary data was collected from 241 participants from Bulawayo’s Central Business Area (CBA) who were chosen using the proportional stratified sampling technique. The study developed and validated an AEL model and an AEL instrument for Zimbabwean
SMEs. It was concluded that effective leadership in Zimbabwean SMEs depends on ubuntu, culture, history of the country and stage of economic development of the country, intermediated by leader characteristics. It was recommended that leaders should lead in line with the philosophy of ubuntu. They should value group solidarity, good social and personal relations and believe in consensus and compromise. Employees should gain the courage to challenge their leaders, demanding accountability and transparency from them. The AEL instrument may be used to measure perceptions of effective leadership in Zimbabwean SMEs. The AEL model may be used to structure leadership such that SMEs in Zimbabwe and beyond are led in an effective way. It may also be used to educate students, budding and seasoned entrepreneurs on how SMEs should be effectively led in order to achieve sustainable success.