The focal point of the study was to investigate the influence of after sales services on marketing performance at Sefalana Holdings in Botswana. The study was conducted in order to find out the influence of after sales services on customer satisfaction, customer loyalty and customer retention at Sefalana Holdings in Botswana. Causal research approach was employed and a questionnaire was used to collect data from Sefalana customers. The study results indicated that after sales services are provided at Sefalana but they are not fully utilized and implemented. The study findings revealed that there is a weaker significant positive relationship between after sales services and customer satisfaction, customer loyalty and customer retention at Sefalana Holdings in Botswana. This infers that after sales services are not properly done at Sefalana and therefore, the researcher recommended that Sefalana Holdings should improve on the delivery of its after sales services in order to increase customer satisfaction, customer loyalty and customer retention.

The concept of retail brand equity has become a competitive tool for successful retailers in today's competitive market characterised by increase in demands by customers, increased competition and shrinking disposable income. Most stores have realised that it is cheaper to retain than to attain new customers through brand equity. This study sought to determine the nature of relationship between retail brand equity dimensions and retail brand equity for OK supermarket in Bindura. OK supermarkets are the biggest retail chain in Zimbabwe by number of outlets and market share but with dollarization the country has seen increased interest by big some of the big players in Southern Africa like Pick n Pay and Shoprite. It follows that for OK to maintain its pole position it can no longer afford to do business as usual, brand equity provides a sustainable competitive advantage. A sample of 100 respondents was interviewed at the store front. The results revealed that brand awareness, loyalty and perceived quality have significant impact on brand equity. The store managers were urged to increase promotional activities, loyalty programs and psychological factors (tangibles and intangibles) so that the firm could increase brand equity.

Academic discussion on corporate governance and its related issues are clearly visible in any country with active capital markets. This suggests that good governance is a crucial factor for ensuring economic development. Of concern is the lack of continuity after the first generation of ownership and control. However, few studies can be found relating to smaller family businesses. With the aim of contributing to this knowledge gap, this study aimed at identifying the impact of family governance on the sustainability and continuity of family businesses in Botswana. A sample of 144 family-owned businesses based in Gaborone and Francistown participated in the study. Pearson r correlation was used to measure the relationship between the variables of the study. The results showed that there is a weak positive relationship between family governance and the sustainability and continuity of family businesses in Botswana. It was recommended that mechanisms must be put in place in order to enlighten the benefits of having Board of Directors and to implement effective governance structures and systems to sustain the businesses in the market beyond generations.

The study's primary objective was to analyze the effectiveness of e-customer service platforms on customer satisfaction in commercial banks in Botswana, using ABSA bank as a case study. The secondary objectives were to assess the effectiveness of reliability, responsiveness, assurance, empathy and tangibles of e-customer service platforms on customer satisfaction at ABSA bank. A positivist research philosophy was adopted. A cross-sectional survey design was used to collect data and probability sampling was employed. Data were collected from 180 customers who use ABSA e-customer services platforms using a structured questionnaire with Likert-type questions. Reliability was assessed using Cronbach’s alpha (?). Data were analysed using descriptive statistics, which include mean and standard deviation. Regression and correlation were applied to test research hypotheses. Results indicate that reliability, responsiveness, assurance, empathy and tangibles of e-customer services platforms at ABSA are positively linked to customer satisfaction. ABSA Bank management is therefore recommended to focus on continuous improvement on customer experiences to satisfy customers. Thus, ABSA should ensure that its services are unique, unforgettable and memorable such that customers are satisfied and share the positive word of mouth about the benefits offered by the bank. ABSA should also consider customer experience and continuous improvement of digital banking platforms as tools that can be used to increase customer satisfaction and loyalty. It is recommended that future studies be carried out across other banks in Botswana and the African context as well.

The aim of this study was to measure the influence of psychological antecedents of consumer decision-making styles of millennial consumer’s innovativeness in Botswana. The study adopted a quantitative survey in gathering data from millennial consumers. Structured questionnaires with Likert scales were utilized in data collection. The targeted population comprised of 400 generation Y consumers in which 320 were successfully selected and tested through convenience sampling. The study results indicated that millennial consumers in Botswana are under no time pressure to complete their shopping activities and highly materialistic in their shopping choices. They are independent shoppers impervious to interpersonal influence and confident of their shopping decision-making. The results also revealed that millennial consumers in Botswana identify themselves as independent decision makers that do not rely on external influence. Finally, the study results pointed out that the greater majority of Batswana millennials are cognitive innovators than sensory innovators. The researchers recommended that retailers must be encouraged to add excitement in shopping amenities to attract and retain millennial sensory innovators. Tangible evidence on future research is also required on the actual effects of modern smart shopping on generational transformation from Gen X, Y to Z.