Examining the role of organisational learning in customer relations management : a case study of microfinance institutions in the Central business district of Lusaka, Zambia.
type: CreativeWork
description: The purpose of this study was to examine the role of organisational learning in customer relations management, using a case study of Microfinance Institutions in the central business district of Lusaka, Zambia. The study was prompted by the problem of a continuous rise in customer complaints. This raised the question of whether the Microfinance institutions are repeating the same mistakes over and over again, without learning from them or maybe they are failing to adjust to their customer’s needs and expectations. This study aimed to fill a gap in existing research by examining the role of organisational learning in customer relations management in Microfinance Institutions in the CBD of Lusaka, Zambia. The findings can inform policy-making and help MFIs improve their customer relations management, enhancing their sustainability. The study sought to ascertain the mistakes in handling customer complaints by Microfinance Institutions in the CBD of Lusaka, Zambia. It also sought to establish the role played by organisational learning in customer relations management in Microfinance Institutions in the CBD of Lusaka, Zambia. Lastly, the study sought to determine measures that Microfinance Institutions can implement to learn from their mistakes in customer relations management. The Organisational Learning Theory was the theoretical framework that guided the study. The study took a qualitative research approach, where data was gathered through semi-structured interviews and open-ended questionnaires. Semi-structured interviews were used to collect data from the Marketing Managers while open-ended questionnaires were used to gather data from the customers of MFIs. The target population was the 30 Marketing managers in MFIs in Lusaka, Zambia as well as an estimated 200 Customers of MFIs. A sample of 70 participants was used to participate in the study using the Taro Yamane method for sample size calculation. Quota sampling was used to select the elements in the sample. The …
abstract: The purpose of this study was to examine the role of organisational learning in customer relations management, using a case study of Microfinance Institutions in the central business district of Lusaka, Zambia. The study was prompted by the problem of a continuous rise in customer complaints. This raised the question of whether the Microfinance institutions are repeating the same mistakes over and over again, without learning from them or maybe they are failing to adjust to their customer’s needs and expectations. This study aimed to fill a gap in existing research by examining the role of organisational learning in customer relations management in Microfinance Institutions in the CBD of Lusaka, Zambia. The findings can inform policy-making and help MFIs improve their customer relations management, enhancing their sustainability. The study sought to ascertain the mistakes in handling customer complaints by Microfinance Institutions in the CBD of Lusaka, Zambia. It also sought to establish the role played by organisational learning in customer relations management in Microfinance Institutions in the CBD of Lusaka, Zambia. Lastly, the study sought to determine measures that Microfinance Institutions can implement to learn from their mistakes in customer relations management. The Organisational Learning Theory was the theoretical framework that guided the study. The study took a qualitative research approach, where data was gathered through semi-structured interviews and open-ended questionnaires. Semi-structured interviews were used to collect data from the Marketing Managers while open-ended questionnaires were used to gather data from the customers of MFIs. The target population was the 30 Marketing managers in MFIs in Lusaka, Zambia as well as an estimated 200 Customers of MFIs. A sample of 70 participants was used to participate in the study using the Taro Yamane method for sample size calculation. Quota sampling was used to select the elements in the sample. The …
author: Dzimiri, Arnold
language: en
date published: 2023
date modified: 2026-07-27T22:06:58Z
provider: University of Zimbabwe
publisher: Networked Digital Library of Theses and Dissertations
type: WebPage
source organization: The University of Zambia