Journal of Education and Vocational Research

1-17

Authors: Martha Mumbi Simwanza, Olawumi D. Awolusi

The fast growing level of competitiveness and fundamental amendments in the world of business especially in the banking sector nowadays are pushing banks to implement a customer-based strategy in explaining its performance. Consequently, this study seeks to develop and empirically test customer experience monitory and evaluation and also to study the influences of service quality, customer satisfaction, and customer loyalty in the Zambian banking industry. A survey was conducted with banking customers on many validated questions, based on which we got 107 valid responses. The data was processed to produce the valuable results and Quantitative Data Analysis (QDA), via simple regression analysis and ANOVA. The findings and analysis of data shows that quality of service provided and customer satisfaction are important when monitoring the experience of customers based on the effects of quality of service and customer loyalty and their returns thereafter. Based on the data analyzed, the study concluded that customer experience has positive impact on customer loyalty and banks must ensure that their customer walk out with good experience by monitoring this periodically to adapt or adjust to current trends. The study also observed a significant relationship between customer satisfaction and customer loyalty. The theoretical and managerial implications of the study confirmed the theoretical framework. Consequently, the following recommendations were contrived: staffs of financial institutions should create a friendly environment with their customers. The Bank’s environment should be conducive, attractive, decent and enabling enough to psychologically assure their customer of the best of service. Also, there should be a routine high quality of service delivered to customers and their views sorted routinely. This may help boost and also add to the value of experience of customers, thus their total satisfaction on the Bank’s service.

31-40

Authors: Jane Itohan Oviawe, Agnes Omokhekpe Anetekhai

Technical Vocational education and Training (TVET) has been accepted the world over as a vital tool for achieving sustainable development and global competitiveness. However, TVET in Nigeria are faced with enormous issues such as inadequate funding, inadequate human resources, poor infrastructural facilities, among others which are militating against TVET as a means of achieving sustainable development and global competitiveness. Towards addressing these issues, there is need to embrace global partnership for quality TVET. Hence, this paper examines the concept of TVET, the teaching structure of TVET under the Nigerian Education system with a view to reinventing appropriate strategies for development and implementation of an effective curriculum that will bring about qualified and well trained professionals of for sustainable national development and global competitiveness.

47-64

Authors: Meladi, O. Makgati, Olawumi D. Awolusi

Despite the recent emphasis on the quality of education for all in South Africa, the department of education still faces major challenges that hinder the progress of implementing quality education, especially in rural areas. Consequently, this study followed an action qualitative method. The overall purpose of the study was to determine the influence of ICT integration in on the quality of teaching and learning in the classroom and to further examine the benefits of using ICT to enhance personal growth, individual performance, critical thinking skills reading and writing skills. The research questions were semi-structured and open-ended. The researcher interviewed nine (9) learners and seven (7) teachers in a two-session focus group, the first session involved only teachers and the last session had only grade, 12 learners. The themes of the sessions were documented separately; however, the relationship between the themes was identified. The study also performed an observation in the classroom to access situations that would have been almost impossible to identify in an interview or a questionnaire. Results showed that a lot still needs to be done by the government to initiate the process of integrating ICT in education or empower teachers with ICT skill and to do away with the traditional teaching method. The study, however, concluded on the positive influence of ICT integration on teaching and learning practices in the classroom for both teachers and learners. Consequently, the study recommends the following: government must provide training and incentives to encourage personal development in teachers and for young graduates to value teaching; policies about lost equipment must be drafted and understood by all parties; deployments of technology innovation, as well, as the imperatives of following the recommendation of UNESCO’s four stages of ICT integration.