Tendai Douglas Svotwa

University of Greenwich · Executive Business Centre

Purpose This study uses relationship marketing theory to explore affective and calculative commitment as mediators in the delight–loyalty link. Furthermore, it investigates the role of perceived employee service delivery skills, perceived value and trust in the relationships between delight, affective commitment, calculative commitment and loyalty....

Financial inclusion is a process that enables the ease of access, availability and usage of formal financial services for all members of an economy. It is a United Nations Sustainable Develop Goal (SDG) earmarked to alleviate poverty and income inequality. As such, financial inclusion has attracted the attention of many researchers and policymakers...

This chapter interrogates the policy and regulatory frameworks for financial inclusion in the Southern African Development Community (SADC) region, focusing on South Africa, Botswana, Namibia and Zimbabwe. Financial inclusion plays a pivotal role in the economic development and inclusive growth of a country, as well as a critical role in the allevi...

This chapter explores digital financial inclusion strategies for rural and urban communities in Botswana, Namibia, South Africa, and Zimbabwe. Financial inclusion has taken centre stage in academic discourses due to its criticality in enhancing socio-economic development. Digital financial services refer to services that are made available through...

Purpose This study aims to explore the influence of surprise and delight on the loyalty intentions of retail banking customers in an emerging market context. This study also considers the moderating effect of trust on these relationships. Design/methodology/approach Using convenience and purposive sampling methods, data collection was secured from...

Purpose The purpose of this study is to predict the intention to continue online learning post the coronavirus disease 2019 (COVID-19) pandemic among students in the two largest universities of higher learning in Botswana. Furthermore, the purposes of this study are to elucidate the nexus between performance expectancy and continuance intention to...

Governments in emerging markets in Africa need to focus more on the factors that drive the entrepreneurial ability of the youth on the continent. This approach is required to lower unemployment levels through self-employment and stimulating entrepreneurial intentions among graduates. Considering this, the research aimed to determine the factors inf...

The success of an organization is heavily dependent on its ability to retain its key staff. However, this is becoming increasingly difficult because of labour mobility brought about by globalization. Globalization has afforded employees the opportunity to compare working conditions and remuneration packages across labour markets thereby triggering...

One of the Quality Policy statements for Botho University (BU) is to produce internationally and global employable graduates. This helps BU to make meaningful contributions to sustainable development in Botswana through the provision of high quality education. The study was motivated by the desire to establish perceptions of Botswana industry as re...

This study examines the effect of consumer rights awareness on consumer attitude and consumer intention, the effect of consumer attitude on consumer intention, and the moderating effects of gender, age and education on the effect of consumer rights awareness on both consumer attitude and intention. Using data from a sample of 366 hotel guests, the...

The study applied the Stimulus-Organism-Response (S-O-R) theory to understand the Black Friday shopping behaviour of Generation Y consumers in Botswana. There is a dearth of studies that have examined the mediating effect of the organism (O) on the relationship between the stimulus (S) and the response (R). Majority of the studies concentrated on e...

Purpose: This study examines the degree and the extent to which the satisfaction/delight of cellular network customers in Botswana is affected by the service delivery skills of network employees, the value received from offerings of the network and the trust that they have within a service environment. In addition, the effect of customer satisfacti...

Abstract: Research has shown that the promotion of entrepreneurship in tertiary institutions is now viewed as a seedbed of innovation, employment creation and economic growth. In order to extend the literature on entrepreneurial intentions, this study focuses on the exploration of the nexus of relationship between entrepreneurial intention and entr...

The study explores the nexus of relationship between Black Friday rituals, customer value and customer loyalty among young adult customers in South Africa. A descriptive research design was followed and data were collected from 400 young adult customers aged 18–35 in the Gauteng province of South Africa through self-administered questionnaires. Fur...

The study examined the attitudes of undergraduate fourth year students towards entrepreneurship education. Studies show that entrepreneurship has become a critical area of discussions the world over due its perceived role in mitigating the twin challenges of shrinking economies and unemployment. A sample of 250 students from a population of 462 stu...