An ICT strategy for sustainable tourism in Zimbabwe
- Authors: Tsokota, Theo
- Date: 2017
- Subjects: Information technology -- Zimbabwe , Technological innovations -- Zimbabwe Tourism -- Zimbabwe -- Computer network resources Tourism -- Zimbabwe -- Data processing Tourism -- Environmental aspects -- Zimbabwe Sustainable tourism -- Zimbabwe
- Language: English
- Type: Thesis , Doctoral , DPhil
- Identifier: http://hdl.handle.net/10948/21340 , vital:29479
- Description: This research sought to develop an ICT strategy for sustainable tourism in Zimbabwe. The Government of Zimbabwe has identified ICT and tourism both as strategic industries and pillars for economic revival. The tourism sector was identified as an essential source of foreign exchange earnings and as a means to drive the economy to greater heights and reduce poverty through direct employment in down-stream and up-stream industries. Despite being endowed with rich natural resources that include five World Natural Heritage sites, exquisite flora and fauna. Zimbabwe is not performing well in the world tourism sector. The Southern African country continues to be ranked low on World Economic Forum Travel and Tourism Competitiveness Index. Despite the country‘s strengths, in terms of endowments, the low Tourism and Travel Competitiveness Index suggests weaknesses in related areas. There is currently no clear strategy for the sustainable use of ICT in the tourism sector in Zimbabwe. Despite huge investments and advances in ICT, services in the tourism sector in Zimbabwe continue to be delivered manually and in traditional ways. Therefore, this research sought to propose a strategy for the sustainable use of ICT in the tourism sector in Zimbabwe. However, this strategy had to be informed and supported by an empirical study of the shortcomings in the existing situation in the tourism sector. In order to achieve this objective, this research, which is a comprehensive case study on the tourism sector in Zimbabwe, deployed semi-structured interviews, questionnaires, observations and netnography to collect data. The case study was carried out in accordance with the steps for conducting a case as outlined by Yin guided by an interpretive paradigm. The entities and organisations that formed part of the case study were purposefully chosen to provide a representative sample of the tourism role-players in Zimbabwe. The samples were based on sample variation and feasibility (taking into consideration factors such as geographical location, organisational thrust and size). Data collection involved semi-structured interviews with various role-players in the tourism sector. The role-players interviewed included officials from the government, the regulator and from the service providers. The interviews were held in Harare, Bulawayo, Gweru, Chinhoyi, Matopos, Hwange and Victoria Falls. A Zimbabwe annual premier tourism expo, Sanganai/Hlanganani World Travel and Tourism Africa Fair, was also attended in order to interact with various players and to conduct formal and informal interviews. The questionnaires, which were completed by tourists, were administered in Harare, Hwange, Victoria Falls, Matopos, and the Beitbridge and Kazungula border posts. An online version of the questionnaire was also administered. The questionnaire link was e-mailed to tourists, as some of them did not have enough time to complete them during their stay in Zimbabwe and agreed to do so via email. The data was analysed in two phases - structured coding and thematic analysis. . Key factors were identified through structural coding and thematic analysis. Country-specific, sector-specific and organisationalspecific factors were identified for tourists, the government, the regulator and service providers. After a further analysis of the results, those that pointed to the same factors were grouped together and a deduction was made as a diagnosis of the problem was identified. The identified problems were synthesised into seven diagnostics: (i) lack of infrastructure and enabling services; (ii) e-customer relationship management; (iii) lack of collaboration and poor systems integration, (iv) policy and regulation; (v) lack of financial resources; (vi) poor ICT governance and (vii) poor human resource development. A guiding policy was then identified for each of the diagnostics, leading to a set of coherent actions. The research also showed the implementation of this set of actions that consisting of three layers, namely, government, regulator and service providers. This research contributes to the existing body of knowledge by providing a clear strategy formulation model and showing how the implementation will be rolled out. The ICT-related challenges were diagnosed, guiding policies formulated to address the situation and required coherent actions suggested. This research is deemed to be significant for understanding the future of ICT use in developing countries like Zimbabwe.
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- Date Issued: 2017
The relevance of relationship marketing on the sustainability of Zimbabwe banks
- Authors: Mwanyisa, Tafadzwa
- Date: 2012
- Subjects: Relationship marketing -- Zimbabwe , Customer relations -- Zimbabwe , Information technology -- Zimbabwe , Banks and banking -- Zimbabwe
- Language: English
- Type: Thesis , Masters , MCom
- Identifier: vital:9355 , http://hdl.handle.net/10948/1610 , Relationship marketing -- Zimbabwe , Customer relations -- Zimbabwe , Information technology -- Zimbabwe , Banks and banking -- Zimbabwe
- Description: Mass marketing also referred to as traditional marketing, has been criticised for trying to appeal to everyone, without necessarily providing for customers’ needs and wants. Therefore, the traditional marketing mix has been deemed ineffectual in a highly competitive and ever-changing business world, especially in the banking sector. Changes in the marketing environment have led to the development of new concepts such as relationship marketing. The fundamental concept of relationship marketing involves maximising the longterm benefits for the bank and the customer, resulting in a series of transactions, which allow a long-term relationship to be established and maintained. In short, it is a marketing concept that revolves around building and maintaining a long-term link or bond with one’s customers. The Zimbabwean banking sector has been affected by the country`s political and economic turmoil over the past decade. The collapse of the economy has affected the banking sector and its relationship with clients. During the economic crisis, Zimbabwean banks were unable to meet the basic international requirements of the Basel Accord, and as such, no profits were made. Borrowers had problems repaying existing loans; and banks also became reluctant to lend more, as a liquidity problem in the financial system was prominent. In 2009, a new government was formed which introduced the multi-currency system and the economy went on a recovery path. Given the nature of the economy of Zimbabwe, relationship marketing becomes an indispensible marketing tool that banks can use. The main purpose of the research was to investigate the relevance of relationship marketing on the sustainability of Zimbabwean banks. Five independent variables (customer relations, product attributes, promotion and service delivery and information technology) were identified and were tested against one dependent variable (sustainability of banks). A positivist research paradigm approach was used to conduct the research. The approach uses the quantitative method of research to establish causal relationships. Null (Ho) and alternative hypotheses (Ha) were formulated in x order to test the relationship between variables. A five point Likert scale questionnaire was developed and administered in five major commercial banks in Harare, Zimbabwe namey; Banc ABC, Barclays bank, Commercial Banks of Zimbabwe, Stanbic Bank and Standard Chartered Bank. The five major banks were selected in terms of market capitalisation as well as total deposit share among other things. The empirical results revealed that five of the independent variables positively correlated with the dependent variable implying that they all have an impact on bank sustainability. However, the current situation (2011) in Zimbabwe shows that only two independent variables (product variables and service delivery) have any impact on bank sustainability. In other words, there was a relationship between product attributes and sustainability of banks. Additionally, there was a relationship between service delivery and sustainability of Zimbabwean banks. Conclusions sited that product attributes and service delivery, as variables of relationship marketing, if implemented desirably could salvage the lost confidence and contribute to bank sustainability in Zimbabwe. Therefore, recommendations given by the researcher extensively focused on the two variables that have a relationship with Zimbabwean banks’ sustainability; briefly on the three variables (customer relations, promotion and information technology) that had no relationship.
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- Date Issued: 2012