Graduate Business School
Permanent URI for this communityhttp://192.168.0.58:4000/handle/123456789/33
Browse
10 results
Search Results
Item Effects of artificial intelligence (AI) chatbots and customer experience: A case of Zimbabwean telecommunications industry(Great Zimbabwe University, 2023-10) MAGOMO BRAVEThis study sought to examine the effect of artificial intelligence (AI) chatbots on customer experience. The case of Zimbabwe telecommunications industry. The study also sought to determine the effect of personalization of AI chatbots on customer experience, the effect of perceived humanness of AI chatbots on customer experience, the effect of social presence of AI chatbots on customer experience, the effect of perceived ease of use of AI chatbot on customer experience and the effect of perceived usefulness of AI chatbot on customer experience. Although a number of previous studies were conducted in line with the relationship between artificial intelligence and customer experience, it appears that not much has been done in Zimbabwe except for the studies done by Shambira and Kasongo whose scopes were only limited to AI adoption in the banking and insurance sectors. The study adopted a positivist research philosophy to comprehend the effect of artificial intelligence chatbots on customer experience. The philosophy is based on the belief that there are observable facts and laws that can be discovered through empirical research. Deductive paradigm was used since it is the best fitting approach to the positivism philosophy adopted both are objective, and structured and do not allow subjectivism. The researcher then adopted a quantitative research method. Quantitative approach was useful in this study to measure and analyse the correlation among AI chatbot dimensions and customer experience. The researcher used a survey comprising of customers selected from the telecommunications industry who have used the chatbot. A sample size of 350 respondents was used for this study and simple random sampling technique was adopted. 318 questionnaires were successfully completed and returned online. A cross-sectional descriptive research designs was used. Data analysis was done using descriptive statistics such as means and standard deviation. Inferential statistics such as Pearson correlation analysis were also used to determine the strength and nature of the relationship between independent and dependent variables. The results indicated artificial intelligent chatbots influences the customer experience. The results also indicated that personalization, perceived humanness, social presence, PEOU and perceived usefulness of AI chatbots influence customer experience in the Zimbabwean telecommunications industry. This study therefore concluded that personalization, perceived humanness, social presence, PEOU and perceived usefulness of AI chatbot have a significant effect on customer experience. In light of this, it was therefore recommended that companies in the Zimbabwean telecommunication industry those not yet using chatbots consider adopting AI chatbot technology to enhance their customer service.Item The Effects of Disability on Entrepreneurial Intention. A Case Study of Bulawayo Metropolitan, Zimbabwe.(Great Zimbabwe University, 2023-12) CHIPANDA POVERTY VUROMBOThis study examines the effects of disability on entrepreneurial intention among individuals in Bulawayo, Zimbabwe. The research investigates the influence of several independent variables, including personal attitudes towards entrepreneurship, self-efficacy/perceived feasibility, previous entrepreneurial experience, social norms and cultural values, and availability of resources. The study aims to provide insights into the relationship between disability and entrepreneurial intention, as well as the factors that contribute to or hinder entrepreneurial aspirations among individuals with disabilities. The study employs a quantitative research approach, collecting data through a structured questionnaire administered to a sample of participants in Bulawayo. Descriptive statistics are utilised to analyse the responses and determine the average scores for each construct. Hypotheses are formulated based on the findings from the data analysis. The results reveal that individuals with disabilities in Bulawayo exhibit a strong positive attitude towards entrepreneurship, indicating a significant relationship between personal attitudes and entrepreneurial intention. The study also finds a high level of self-efficacy and perceived feasibility among participants, suggesting a direct positive association between self-efficacy and entrepreneurial intention. Furthermore, individuals with previous entrepreneurial experience demonstrate a greater likelihood of having a higher level of entrepreneurial intention, underscoring the positive relationship between previous entrepreneurial experience and entrepreneurial intention. The findings indicate that the social norms and cultural values within the communities of individuals with disabilities in Bulawayo highly value entrepreneurship. This positive influence of social norms and cultural values is found to be associated with higher levels of entrepreneurial intention. However, the study reveals that individuals with disabilities face significant barriers to entrepreneurship, particularly in terms of limited access to financial capital, training and education, and market opportunities. Despite these challenges, the availability of resources, such as capital, knowledge, and networks, is found to have an indirect positive relationship with entrepreneurial intention. Overall, the findings suggest that personal attitudes, self-efficacy/perceived feasibility, previous entrepreneurial experience, social norms and cultural values, and availability of resources significantly impact entrepreneurial intention among individuals with disabilities in Bulawayo. The study contributes to the existing literature on disability and entrepreneurship, providing insights into the factors that influence entrepreneurial aspirations among individuals with disabilities. The findings have implications for policymakers, organisations, and support systems seeking to promote entrepreneurship and enhance opportunities for individuals with disabilities in Bulawayo and similar contexts.Item The influence of knowledge sharing on innovation in project teams. A case of development aid agencies in Mashonaland central Province(Great Zimbabwe University, 2023-12) DARANGWA RUTENDOThe study sought to establish the influence of knowledge sharing on innovation in project teams. A case of development aid agencies in Mashonaland central Province. Study objectives were to examine the influence of knowledge sharing, to establish how tacit knowledge sharing affects Innovation speed and quality on project teams as well as to assess how explicit knowledge sharing impacts on innovation speed and quality in project teams. Forty (40) questionnaires were collected from participants who participated in the study. Participants were staff members who were available at the district project offices at the time of the study. The total of 6 units at the three different districts departmental categories were used to enhance the representativeness of the study and also to allow for the generalizations of findings. Quantitative approach was used in this research. Findings show that behaviors of team members are directly related to knowledge sharing and innovation. This means that an increase in knowledge sharing by team members will lead to an increase in innovation speed and innovation quality in development aid agencies. In addition, this study indicates that tacit knowledge sharing and explicit knowledge sharing were positively related and significant for innovation in the project teams. The findings of the study also reflect that the relationship between knowledge sharing and innovation in development aid agencies in Mashonaland central province is not only positive, but also significant. Therefore the team members’ perceptions of knowledge sharing behaviors in their teams are directly related to innovation. Therefore increased knowledge sharing behavior among team members will lead to increased innovation in development aid agencies. The second research objective was to establish how tacit knowledge sharing affects innovation speed and quality on project teams. In this study, tacit knowledge sharing contributes moderately but significantly to innovation in project teams. The findings indicate that the tacit dimension of knowledge sharing is moderate but significant for innovation in project teams in development aid agencies in Mashonaland Central Province. This shows that the relationship is not due to chance. These findings indicate that in general, the team members’ perception tacit knowledge sharing by their team members will lead to an increase in innovation in project teams. Thirdly, explicit knowledge sharing also contributes positively to innovation in project teams. The findings indicate that the explicit dimension of knowledge sharing is very significant for innovation in project teams in development aid agencies in Mashonaland Central Province showing that the relationships is not due to chance. The explicit knowledge sharing variable was found to be positively related and significant for innovation speed and quality by contributing the margins given to innovation in the development aid agencies project teams.Item The effect of corporate governance on company performance. Case of Zimbabwe telecommunications industry.(Great Zimbabwe University, 2023-12) ZINYOWERA SHARON T.The study sought to examine the impact of corporate governance on company performance within the telecommunications industry in Zimbabwe. The study also sought to assess the effect of CEO duality on company performance in the Zimbabwean telecommunications industry, to evaluate the influence of board independence on company performance in the Zimbabwean telecommunications industry and to establish the impact of executive compensation on company performance in the Zimbabwean telecommunications industry. A sample size of 106 respondents was used for this study. Quantitative research method was used for this study. The research employed the probability cluster sampling methodologies. 106 questionnaires and only 92 were successfully completed and returned. A descriptive research design was used. Data analysis was done using descriptive tests using SPSS 27 (2021). Data was also entered into the SPSS for descriptive analysis and hypothesis testing. The researcher used the SPSS 27 (2021) software to conduct statistical analysis of the data that was presented. Reliability tests, correlation, hypothesis testing and structural equation modelling was all carried out using the tool. The study concluded that all three aspects of corporate governance - CEO duality, board independence, and executive compensation - positively impact company performance in the Zimbabwean telecommunications industry. The methodology utilized questionnaires and a literature review to address the research questions, though limitations included reliance on primary data only and restrictions on data availability. The main recommendations were that Zimbabwean telecom firms should recognize how corporate governance mechanisms like CEO duality, board independence, and performance-linked compensation can positively impact performance according to the findings, and develop policies accordingly. Companies were advised to evaluate executive compensation structures and whether they properly motivate and align with goals, consider separating CEO/chair roles or introducing independent board leadership where duality exists, and boost independence on boards with lower levels. Additionally, firms should regularly benchmark governance approaches, conduct more granular analysis of impacts on specific performance dimensions, and address uncertainties through additional manager engagement to design tailored reforms. Overall, the recommendations centered on leveraging the study's findings to strengthen governance practices and their ability to enhance organizational outcomes over the long-run.Collection Collection Collection Collection Collection