https://ir.cut.ac.zw:8080/xmlui/handle/123456789/39 Sat, 06 Jun 2026 03:51:32 GMT 2026-06-06T03:51:32Z https://ir.cut.ac.zw:8080/xmlui/handle/123456789/688 The Effect of Reliability on Customer Repeat Patronage in the Hardware Industry Murashiki, Walter; Viriri, Piason The study was undertaken to investigate the effects of reliability on customer repeat patronage in Zimbabwe in Hardware Retail industry. The target population was 2000 Using the formula developed by Cochran, a target population of 2000 was chosen for this investigation and the sample was 330 which include different artisans such as carpenters, builders, welders, electricians and managers. The study used a cross-sectional survey research design. The total number of questionnaires that were administered by the research to customers was 330. The researcher managed to yield a total of 323 questionnaires successfully filled. This represented an overall response rate of 97.87%. The underpinning philosophy of this research was pragmatism. The research approach was a mixed method. Stratified and simple random sampling methods were adopted. Structured questionnaires and interviews were used as the collection instrument for data from the respondents. The collected data was collated, coded and entered Statistical Package for Social Sciences (SPSS) version 25. The study found that the Pearson's product moment correlation coefficient (r) =.718 confirms the findings that reliability and customer repeat patronage have a significant positive relationship. It can be concluded that reliability promotes brand competitiveness in the market. The study recommends that hardware stores should fund extensive training initiatives for staff members that emphasize enhancing assurance, empathy, and responsiveness. Product knowledge, effective problem-solving methods, and active listening skills should all be covered in training. There is need to create a reliable system for gathering and evaluating customer feedback. This could involve social media monitoring, in-store feedback forms, and online surveys. There is need to increase reliability, concentrate on enhancing operational procedures. This entails putting in place reliable inventory management systems to guarantee product availability, expediting checkout processes to cut down on wait times, and creating transparent communication channels to deliver correct information. Hardware stores can foster trust and promote repeat business by continuously fulfilling their commitments and offering trustworthy service. Sat, 11 Oct 2025 00:00:00 GMT https://ir.cut.ac.zw:8080/xmlui/handle/123456789/688 2025-10-11T00:00:00Z https://ir.cut.ac.zw:8080/xmlui/handle/123456789/687 Effects of Service Quality on Customer Retention in the Zimbabwean Mobile Telecommunication Industry Viriri, Piason; Chimwanda, Peter The escalation of competition in the telecommunication industry has exacerbated the challenge of retaining customers and acquiring new ones. Even though customer switching adversely affects all industries, it is more pronounced in the mobile telecommunication industry. The purpose of the study was to investigate the effect of service quality on customer retention in Zimbabwe’s mobile telecommunication industry. The survey research design targeted Zimbabwe’s mobile telecoms. The population of the study comprised telecommunication subscribers and management. The sample comprised 356 participants identified using stratified and purposive sampling. The study's findings revealed a positive relationship between service quality and customer retention in Zimbabwe’s mobile telecommunication industry. The study recommends that the industry always provides a seamless customer experience to control churn. Service quality management is a prerequisite for competitive advantage. The sector should also strive to improve network connectivity to retain customers. Mon, 03 Mar 2025 00:00:00 GMT https://ir.cut.ac.zw:8080/xmlui/handle/123456789/687 2025-03-03T00:00:00Z https://ir.cut.ac.zw:8080/xmlui/handle/123456789/674 Understanding Public Health Promotion of Vaccination to Rural Communities: Integrating Human Values, Religiosity, Ubuntu and Trust in National Radio Advertisements Jaravaza, Divaries Cosmas; Mukucha, Paul; Dangaiso, Phillip; Jaravaza, Nomuhle; Mpondwe, Nyasha; Katsande, Tatenda; Jaravaza, Valerie; Chingwaru, Trymore Public health promotion in rural communities is anchored on culture. This study examined the relations between culture constructs of conservation and self-transcendence values, religiosity and Ubuntu and consumer trust in national radio advertisements broadcasting public health messages. Data was collected from 399 rural consumers in Zimbabwe, who completed questionnaires. Analysis was done using structural equation modeling on AMOS. Structural relations were noted to be significant between religiosity and Ubuntu to trust in advertisement; reliability, usefulness and affect. Conservation values were significantly related to trust in advertisement- reliability as well as self-transcendence to trust in advertisement- usefulness. However, conservation values had no significant link to trust in advertisement-usefulness and affect. The same insignificant relations were noted on self-transcendence values to trust in advertisement-reliability and affect. All trust in advertisement sub constructs were significantly related to behavioral intention to rely with the radio advertisement. Managerial implications and areas for future research were discussed. Fri, 31 Oct 2025 00:00:00 GMT https://ir.cut.ac.zw:8080/xmlui/handle/123456789/674 2025-10-31T00:00:00Z https://ir.cut.ac.zw:8080/xmlui/handle/123456789/583 Effects of loyalty programs on customer retention in the Zimbabwean mobile telecommunication industry Chimwanda, P; Viriri, Piason; Muranda, Z; Chavunduka, D Social entrepreneurship is the use of innovative, sustainable, and market-driven business models to make a beneficial social, environmental, or economic effect. Telecommunications companies' launch of reward programs falls under the category of social entrepreneurship. Several past research has focused on loyalty programs. Globally, the telecommunications industry is heavily saturated, and services are becoming commoditized. Due to that, service providers are vulnerable to high churn rates. Previous research indicates that customer retention in that industry is influenced by promotional offers, value-added products and services, network quality, service quality, and inexpensive pricing (Viriri and Phiri, 2017). Research Objective: This study looks at the impact of reward programs on customer retention in Zimbabwe's mobile telecommunications business. Research Design and Methods: The study employed survey research design. The population of the study were key informants in Zimbabwe’s mobile telecommunications industry, including subscribers and management. The study triangulated purposive and stratified sampling methods for objectivity. A sample of 356 was used in the study. Respondents indicated that they encounter problems with their service providers, and customer satisfaction is relatively low. Results: Study findings have shown that loyalty programs in Zimbabwe's mobile telecommunications industry promote customer retention. Conclusions: Even though there is a positive relationship between loyalty programs and customer retention respondents doubt their credibility in promoting customer satisfaction. Wed, 01 Jan 2025 00:00:00 GMT https://ir.cut.ac.zw:8080/xmlui/handle/123456789/583 2025-01-01T00:00:00Z