The issues that confront banks in their quest to offer superior value are as a result of effective segmentation and this presents marketers with a huge responsibility of providing the right products for customers to be delighted. However, the characteristics of customers are not the same; hence; expectations also differ in the same regard. This makes it paramount to understand the demographic variables such as age, income and education and how these variables impact a customers’ likelihood to switch. The study utilized a cross-sectional survey of 987 bank customers and a convenience sampling technique was employed. The data was analysed with Cross-tabulation and Chi-square. The study concludes that age, income and education are significant to the tendency for customers to switch banks.
A Model for Planning and Implementing Curriculum Change in Private Higher Education in Botswana (Published)
This paper examined the role of academic middle managers (AMMs) in the planning and implementation of curriculum change in private higher education institutions (PHEIs) in Botswana. Drawing from various sources of literature and theoretical underpinnings, the study described how AMMs enact their role in curriculum change. A quantitative approach that used a structured questionnaire for data collection was used in the study. Results of the study showed that AMMs face numerous challenges during curriculum change which have a negative impact on their role. These challenges include lack of authority, lack of detailed job descriptions, work overloads among others. Results further showed that the following variables namely curriculum leadership, AMM job requirements, AMMs role enablers, work experience, educational levels of AMMs are important predictors of effective AMMs role in the planning and implementation of curriculum change in PHEIs and hence need to be optimized. It was also shown that gender, age, department size do not have a significant effect on the effectiveness of AMMs in their role in curriculum change while level of education and years of experience have a significant effect. Based on the results, a model for enhancing the effectiveness of AMM role in the planning and implementation of curriculum change was proposed.