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Access status: Open Access ,
Investigating the effects of brand authenticity, emotional branding, and brand experience on consumer buying behaviour (brand trust and customer loyalty) in the ICT industry in Zimbabwe (First Pack case study).
(BUSE, 2026-06) Mukwacha, Pauline Chidochaishe
This study investigated the influence of brand authenticity, emotional branding, and brand experience on consumer buying behaviour within Zimbabwe's ICT sector, with brand trust as the mediating variable and customer loyalty as the outcome variable. The research was motivated by the increasing competition in the ICT industry and the challenge businesses face in retaining loyal customers. The study employed a quantitative descriptive-correlational research design. The data were collected through questionnaires distributed in physical and online formats to consumers in Harare who had used First Pack products and services. The researcher used purposive sampling and convenience sampling techniques to select participants. Of the 384 questionnaires distributed, 360 valid responses were obtained and analysed using SPSS and AMOS. Structural Equation Modelling (SEM) was used to test the four research hypotheses, and the structural model demonstrated an excellent fit. The findings revealed that brand authenticity, emotional branding, and brand experience each had a statistically significant positive effect on brand trust. The results further established that brand trust fosters customer loyalty through repeat purchases and positive word-of-mouth recommendations, with all hypotheses supported at p < 0.001. The study concluded that ICT companies should prioritise authentic brands, create emotional connections with customers, and maintain consistent brand experiences to build brand trust, which in turn drives customer loyalty. The research recommends that ICT companies improve service quality, customer engagement, and communication to maintain long-term customer relationships.
Access status: Open Access ,
An Analysis of the impacts of cybercrime on the performance of financial institutions domiciled in Harare
(BUSE, 2026-06) Manhando, Kudakwashe Z.
The rapid digitalisation of Zimbabwe's banking sector, through online banking, mobile banking and other ICT-enabled financial services, has improved efficiency and access to financial services but has also exposed financial-sector institutions to growing cybercrime risk. This study examined the impact of cybercrime on the performance of financial-sector institutions in the Harare Central Business District, with specific objectives to assess the link between ICT adoption and cybercrime risk, identify the most prevalent forms of cybercrime, evaluate their effect on operational and financial performance, and recommend strategies for strengthening cyber security resilience. A descriptive survey design using a mixed-methods approach was adopted, combining questionnaires and interviews. Data were collected from 15 participants drawn from the ICT, risk-control, accounting and compliance departments of four financial-sector institutions, as well as bank customers, with an 80% response rate. Findings revealed that the overwhelming majority of participants had adopted technology-based banking systems and perceived a strong link between ICT adoption and cybercrime exposure. Phishing and digitally enabled fraud emerged as the most prevalent forms of cybercrime, followed by insider-related threats, while malware attacks were comparatively less common. Monetary loss was identified as the most significant performance impact, alongside reputational damage, reduced operational efficiency and erosion of client trust. Although institutions had adopted cyber security measures such as firewalls, access controls and awareness training, gaps remained in threat detection, staff awareness and consistent monitoring. The study concludes that technological advancement and cybercrime risk are closely interdependent, and that effective cyber security requires combining technological controls with sustained staff training and regulatory compliance. Recommendations are made for financial institutions, regulators, customers and future researchers to strengthen cyber resilience in Zimbabwe's banking sector.
Access status: Open Access ,
An Investigation into the financial challenges affecting state-owned enterprises in Zimbabwe. A Case of Zimbabwe Consolidated Diamond Company (ZCDC)
(BUSE, 2026-08) Dhliwayo, Justice
State-owned enterprises (SOEs) play a pivotal role in Zimbabwe's socio-economic development through employment creation, revenue generation and provision of strategic goods and services. However, many SOEs continue to face persistent financial challenges affecting their operational efficiency and long-term sustainability. This study investigated the financial challenges affecting the Zimbabwe Consolidated Diamond Company (ZCDC). The objectives were to identify the principal financial challenges, examine internal and external contributory factors, assess their impact on organizational performance and recommend practical strategies for improvement. The study adopted a convergent parallel mixed-methods research design within a single case study framework. Data were collected using structured questionnaires administered to 59 managerial and supervisory employees and documentary analysis of financial statements and Auditor-General's reports covering 2020-2025. Quantitative data were analyzed using descriptive and inferential statistics, while qualitative data were analyzed thematically. The findings revealed that ZCDC faces severe financial distress characterized by chronic working capital shortages (96.6% agreement), supplier payment delays (91.5%) and accumulated short-term debt (88.1%). Both internal weaknesses including weak financial controls and irregular procurement and external factors particularly excessive fiscal regime (10% royalty on gross revenue) and exchange rate volatility contributed significantly to these challenges. Documentary analysis confirmed deteriorating financial performance, with the current ratio declining from 0.78 to 0.43, debt-to equity ratio escalating to 3.68 and net profit margin widening to -6.5%, culminating in a going concern warning in 2025. The study recommends reducing the royalty burden, permitting export earnings retention, professionalizing board appointments, strengthening procurement transparency and improving cash flow forecasting strategies. The study contributes empirical evidence to understanding SOE financial distress in resource-rich developing economies.
Access status: Open Access ,
Investigating the causes of recidivism of inmates in Zimbabwe Prisons and Correctional Service: a case study of Harare Central Prison
(BUSE, 2026-06) Chigwada, Tendai
This qualitative study investigated the causes of recidivism among inmates at Harare Central Prison, within the framework of the United Nations Nelson Mandela Rules and the Zimbabwe Prisons and Correctional Service Act. The study was guided by three objectives: to examine the socio-economic factors contributing to recidivism, to investigate the influence of correctional rehabilitation programmes on recidivism, and to establish effective strategies for reducing recidivism. Adopting an interpretivist paradigm and a case study research design, the study employed semi-structured in-depth interviews with 25 participants comprising 15 recidivist inmates, 5 correctional officers and rehabilitation staff, and 5 key informants including former correctional officials, academics, NGO programme managers and a parole board member. The study was guided by the integrated theoretical framework of the Risk-Need-Responsivity Model and Social Support Theory. The findings revealed that socio-economic factors, including unemployment and economic marginalization, substance abuse and addiction, family breakdown and social isolation, and housing instability and homelessness, are the primary drivers of recidivism. The study established that reducing recidivism requires a comprehensive, multi-faceted approach that includes expanding access to rehabilitation programmes, improving programme quality and relevance, implementing individualized rehabilitation based on the Risk-Need-Responsivity Model, strengthening post-release support through community-based corrections, and addressing socio-economic barriers. The study concludes that the high recidivism rate at Harare Central Prison reflects systemic failures rather than individual failings and that the Zimbabwe Prisons and Correctional Service is failing to fulfil its rehabilitative mandate as established in the Zimbabwe Prisons and Correctional Service Act and the Nelson Mandela Rules.
Access status: Open Access ,
The Efficacy of cybercrime detection and prevention strategies employed by retailers in Zimbabwe. A Case study of Bindura CBD.
(BUSE, 2026-06) Chapfuwa, Tirivashe Godfrey
The rapid adoption of digital payment systems in Zimbabwe’s retail sector has outpaced the development of adequate cybercrime defences, leaving small retailers in secondary urban centres increasingly exposed to financial losses and operational disruptions. This study evaluated the efficacy of cybercrime detection and prevention strategies employed by retailers in Bindura Central Business District. Specifically, the study sought to identify the cybercrime detection and prevention strategies currently in use, to evaluate their efficacy in mitigating financial losses and protecting daily operations, to identify the challenges hindering their implementation, and to recommend strategies to strengthen cybersecurity within the retail sector. A mixed-methods research design was adopted, combining structured questionnaires administered to 25 respondents across five retail categories with semi-structured interviews conducted with 7 purposively selected key informants. The study was underpinned by Routine Activity Theory, Rational Choice Theory, and the Theory of Technology-Enabled Crime. Findings revealed that Point of Sale system protection and employee cybersecurity awareness training were the most widely adopted strategies, while password management and mobile money transaction verification remained the least consistently applied due to shared credentials and queue pressure during peak trading. Employee training and POS protection were rated most effective in reducing fraud incidents, whereas password management and mobile money verification were rated ineffective by the majority of respondents. The key challenges identified were the high cost of security technology, unreliable internet connectivity and load shedding, a shortage of skilled ICT personnel, and the absence of formal written security policies. The study concludes that the dominant failure mode in Bindura retailers is not the absence of cybersecurity tools but the collapse of consistent human guardianship under operational pressure a pattern corroborated by all three theoretical frameworks. It is recommended that the Government of Zimbabwe introduce subsidised cybersecurity support for small retailers under the Cyber and Data Protection Act, that Bindura University of Science Education and the Bindura Business Chamber collaborate to deliver structured annual cybersecurity capacity-building programmes, and that retailers formalise written cybersecurity policies and embed transaction verification as a non-negotiable point-of-sale step.