Faculty of Commerce, Innovation and Technology

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    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
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    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.
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    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.
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    Straitening The Audit Expectation Gap In Zimbabwe’s Public Sector: Doing Things Right Versus Doing The Right Things
    (2023) Joe Muzurura; Emmanuel Mutambara; Leo Mataruka
    The rapid metamorphoses in Zimbabwe’s public sector have intensified the concerns of the widening audit expectation gap between the public and the country’s supreme audit institution (SAI). Zimbabwe has been battling systemic corruption, pervasive fraudulent activities and weak finance management in the public sector. As a consequence, three critical issues have morphed up; the litigation risks created by the auditor expectation gap, loss of trust and erosion of public confidence in the country’ SAI. The main aim of this study was to explore strategies that can be used to diminish the audit expectation gap in Zimbabwe and re-establish public buoyancy, conviction and public value of external audits. Qualitative data was collected using a combination of one brainstorming session and a focus group discussion made up of civil society organisations, accountants, audit professionals, academics and members of the public. Our findings demonstrate the need for policy makers to extend the remit of the country’s SAI to go beyond forming opinions of truthfulness and fairness of fair statements, but also to assume responsibility for detecting public corruption and fraud in the public sector. The study recommends that external auditors should produce reports that engender public trust, public sector accountability, public value and sustainable use of public resources. Hence, there is an imperative need to amend various laws that govern the SAI to bring them in tandem with international best audit standards.
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    The adoption of E-learning systems in Zimbabwe’s universities
    (International journal of educational research and development, 2021-06-02) Muzurura Joe; Mataruka Leo T.; Nyoni Josphat
    The education system in Zimbabwe’s universities is rapidly metamorphosing, driven by technological progress, heightened competitiveness among universities, hence the need to find new sources of distinctive competences using e-learning systems. Non controllable events such as effects of climatic changes and transboundary pandemic diseases on traditional education have been disrupting the traditional learning systems. As a result, universities are trying to augment traditional teaching and learning processes and practices by embracing e-learning systems. The purpose of this research was to examine factors that influence the probability of adopting of e-learning systems in Zimbabwe’s universities. E-learning systems have steadily risen to become critical tools for effective and inexpensive way of efficient education delivery, knowledge discovery and sharing among lecturers and students. E-learning systems have the potential to improve learning outcomes of users whilst also enriching and perpetuating needed cognitive and effective skills of users. Quantitative data was collected using a structured questionnaire from a randomly selected sample of 50 university students in Harare students. The data was analysed using multinomial logistic regression equation with three dependent variables; Adopt; Not Adopt and Defer Adoption of e-learning systems. The probability of adopting e-learning systems in Zimbabwe’s universities is affected by social influence, perceived control, perceived usefulness, and ease of use, facilitating conditions, performance expectance, attitude and costs. The findings also show perceived usefulness, perceived enjoyment affect the likelihood of deferring the adoption of learning system relative to not adopting. The study recommends crafting of policies that reduce complexity and cost of using e-learning systems whilst at the same time adopting add-ons that enhances relative advantages, compatibility with traditional systems, and performance expectance of users. The study contributes to literature by extending the Technology Acceptance Model and Theory of Planned Behaviour using a polychotomous regression technique to examine factors that enables the probability of using e-learning system.
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    Information system management and Zimbabwe manufacturing firms performance
    (International journal of multidisciplinary research and analysis, 2023-03-03) Mataruka , Leo T.; Muzurura Joe; Mkumbuzi Walter P.
    There has been extensive research on how information communication technology (ICTM) management competencies might increase operational effectiveness. This study examined the impact of management ICT on the internal operations of a business, blending resource-based view (RBV) and dynamic capabilities theory (DCT) perspectives. The analyses in the study cover ICT support for management decision-making abilities on Harare's manufacturing operational firms' performance (OPF). Sustainable competitive advantage (SCA) is a mediator in the research model to enhance the firm's performance—data from 201 managers employed by the manufacturing firm informed the findings. The research hypotheses were tested using structural equation modelling (SEM) that was analysed using SPSS version 24 and AMOS version 21. The results reveal that investment in ICT should be linked to firms' core competencies to maximise firms' value. The results also indicate that effective management of ICT significantly impacts business performance by helping firms achieve sustainable competitive advantage. The study contributes to the literature by combining the RBV and DCT perspectives to explore the impact of ICT competencies on manufacturing firms' performance. The paper recommends that manufacturing firms in Zimbabwe invest more in information communication technology to compete effectively in global markets.
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    Nexus among ICT support for core competencies, competitive advantage and firm performance
    (Journal of Economics, Finance and Management Studies, 2023-02-02) Mataruka, Leo T.; Mkumbuzi Walter P.; Muzurura Joe; Zishiri Christopher
    This study analysed the nexus among ICT support for core competencies, competitive advantage and firm performance using data obtained from managers of firms in Harare, Zimbabwe. The qualitative phenomenological approach focused on the manufacturing and service sub-sectors that informed the analysis. The study used purposive sampling to select a sample of 10 participants, five business managers and five ICT experts. In-depth interviews with chosen ICT experts from business organisations in Harare, Zimbabwe, were conducted to gather qualitative data. The study's findings were from using within-case and cross-case qualitative data analysis. Key results from the study indicate that ICT support for management talent is perceived to impact business performance and competitive advantage positively. ICT support for core competencies gives businesses a competitive advantage that positively impacts operational performance. When ICT investments combine with ICT management skills, a company's value maximises. For ICT-enabled core competencies to influence firm performance, firms need complementary managerial and strategic capabilities. This study is distinctive because it addresses the dynamic organisational capabilities and resource-based perspective as the base theories. The methodology goes against the innovation adoption theories of comparable earlier studies on ICT acceptability. Thus, this study contributes to the growing body of ICT literature by demonstrating that ICT-enabled core competencies are insufficient to establish and maintain a competitive advantage and singularly influence firm performance. It made it even more essential for a firm to consider how to meet better customer needs and capture value by having a well-thought-out ICT-embedded business model, business strategy, and innovation alignment.
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    Information systems resources, competitive advantage and Zimbabwe's firm performance
    (International Journal of Economics, Commerce and Management, 2022-11-11) Mataruka, Leo T.
    In many developing countries, information commutation technologies (ICT) resources and capabilities are no longer perceived as business assets but as means for achieving sustainable competitive advantage and superior firm performance. In particular, ICTs support a firm's core competencies and enable firms to exploit market opportunities, neutralise competitive threats, reduce costs and increase performance. The study uses the dynamic capabilities theory and the resource-based view to illustrate how a firm's ICT resources may support and develop its core competencies. The study employed a cross-sectional case study design where data was collected using a structured questionnaire administered to a stratified sample of 983 respondents. Structured equation models (SEM) were used to analyse quantitative data for the disaggregated test model. Our findings reveal that ICT resources are required, but not sufficient, to achieve competitive advantage and increase a firm's performance. ICT-enabled core competencies and tacit, path-dependent, firm-specific ICT management capacities explain variation in business performance. ICT can improve company performance if capabilities focus on creating distinctive core competencies. The study recommends strategies that enable firms to build human capital to develop innovative processes. Such strategies might help minimise switching costs, boost complementarities between business practices and ICT usage, streamline business processes, and improve managerial decisions and dynamic organisational structure. This study found that educating ICT managers maximises ICT investment. The study's contribution is using SEM to explain factors that determine competitive advantage and firm performance. Management must capitalise on aggregate demand-generating operations, including ICT infrastructure development, proprietary value-adding core activities, and networking with various vital alliances. The study adds resource-based ideas to Zimbabwe's empirical literature, unlike previous studies that only used innovation adoption theories. This study's test model could examine industry levels in dynamic, competitive markets.
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