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This study uses relationship marketing theory to explore affective and calculative commitment as mediators in the delight–loyalty link. Furthermore, it investigates the role of perceived employee service delivery skills, perceived value and trust in the relationships between delight, affective commitment, calculative commitment and loyalty.

A descriptive research approach was applied, and the data were collected from 332 retail banking customers in an emergent market who are overall satisfied with their bank. A self-administered questionnaire collected data from 332 respondents who adhered to the stipulated requirements to participate in the study. These respondents were selected through purposive and convenience sampling. The constructs’ interrelationships were analysed via structural equation modelling. The measurement and structural models were also assessed.

Affective and calculative commitment and delight impact loyalty. Both affective commitment and calculative commitment were found to mediate the relationship between delight and customer loyalty.

The study enhances an understanding of the role of affective and calculative commitment in strengthening the delight–loyalty link from a relationship marketing theory perspective.

The study provides guidance to the retail banking industry in emerging markets on the importance of affective and calculative commitment in strengthening the delight–loyalty link. It further informs retail banks of the need to provide banking customers with products and service value that exceed their expectations to strengthen their future commitment and loyalty to their bank.

Guided by relationship marketing theory, the role of affective and calculative commitment in mediating the delight–loyalty link in an emerging market context is uncovered.

The purpose of this study is to predict the intention to continue online learning post the coronavirus disease 2019 (COVID-19) pandemic among students in the two largest universities of higher learning in Botswana. Furthermore, the purposes of this study are to elucidate the nexus between performance expectancy and continuance intention to establish the effects of efforts expectancy on continuance intention to investigate the relationship between social influence and continuance intention to determine the relationship between facilitating conditions and continuance intention and to examine the relationship between satisfaction and continuance intention using the extended unified theory of acceptance and usage technology (UTAUT) model postulated by Venkatesh et al. (2003).

The study is based on the descriptive research design, using a structured questionnaire to collect quantitative data from 509 undergraduate and postgraduate students at Botswana's two major Universities using convenience sampling strategy. An online survey was used to gather primary data due to the COVID-19 pandemic. The study employed correlation and regression analysis in testing the five hypothesized relationships.

Using the extended theory of UTAUT as a theoretical lens, the study found that: performance expectancy, social influence and satisfaction predict continuance intention of online learning services. These factors have shown to be good predictors of intention in previous research. Expectancy effort had no influence on intention.

The current study covered on only university students from two tertiary institutions; therefore, results cannot safely be generalized to the student population in the country. Therefore, future research should consider enlisting more universities to be more representative, focusing on lecturers, which is an important group in fostering online teaching that could have a spill-over effect on the students' continued online learning.

Implications for online technology selection: These findings suggest that although most universities temporarily adopted online teaching as an emergency solution, students appear to have felt that the outcomes delivered by the system improved their performance. This implies that academic institutions need to consider adjusting the curriculum to promote online learning in the future, whether there is pandemic or no pandemic. Implications for teaching and learning: First, the concept of social influence suggests that lecturers can make use of online chat discussion boards and rooms to foster student collaboration and a sense of community. Second, and finally online service providers should foster a close relationship with students to understand their expectations and extend the performance of their applications to satisfy their users.

This study contributes to literature on online learning during the COVID-19 pandemic period by including satisfaction and continuance intention to the original UTAUT model thus extending the practical value of the model. This study extends knowledge on the factors that determine continuance intention by incorporating satisfaction in addition to the four factors of the traditional UTAUT. The study provides evidence for the predominance of satisfaction over the four traditional factors in predicting intention to continue online learning among students.

The purpose of this paper is to investigate the nomological web between technology acceptance model metrics such as perceived ease of use, perceived usefulness, perceived web privacy of e-learning resources on attitude and behavioural intention of virtual platform for learning by university students.

The study employed a quantitative method by using self-administered survey instruments among university students who have at least one year of e-learning experience. Psychometric nomenclature of survey instruments was conducted and the reliability and validity metrics of perceived ease of use, perceived usefulness, extent of e-learning use, perceived web-based privacy, attitude and behavioural intentions meet the threshold as established in extant literature. Correlation and regression analysis were conducted to explicate hypothesised relationship.

The study found out that e-learning use, perceived usefulness and attitude are associated with learners behavioural intentions, while perceived ease of use and perceived web-based privacy are not significantly associated with behavioural intentions of e-learners in Botswana. The findings further showed in the regression analysis that the extent of e-learning use, perceived usefulness, perceived ease of use and attitude are significantly related to behavioural intentions, while the perceived web-based privacy is not significantly related to behavioural intentions.

The e-learning processes thus help outline the effective marketing strategies and promotions or nichemanship among university students which help uncover the influence of innovation metrics on e-learning among the youth target audience in Botswana as the country seeks to achieve a paradigm shift from mineral-led economy to knowledge-based society.

Despite the popularity of e-learning approach as explicated in extant literature, the extent to which such platform is accepted with respect to security and reliability most especially in an emerging economy like Botswana is ambiguous. This study thus seeks to establish the extent to which e-learning in Botho University and Botswana Open University creates a platform for intention to use as regards technological acceptance parsimonious model in Botswana.

This study aims to explore the influence of surprise and delight on the loyalty intentions of retail banking customers in an emerging market context. This study also considers the moderating effect of trust on these relationships.

Using convenience and purposive sampling methods, data collection was secured from 350 customers in the retail banking industry who are delighted with their banks.

This study found that for delightful experiences to occur, customers need to be surprised and see value in the product/service offered by the retail bank, coupled with the expertise of employees in delivering the service.

The sample’s demographic profile was mostly skewed towards the younger generation (individuals 20–39 years of ages), meaning the results could be biased towards this group.

Retail banks need to create delightful experiences, as they are more memorable and leave a permanent mark in customers’ minds.

Limited studies have explored the relationship between delight, its antecedents and outcomes in a developing African market context, such as Botswana, hence the contribution of this study to literature.

The purpose of this paper is to establish the level of usage of e-services (websites and e-mail) by Botswana Public Officers Medical Aid Scheme (BPOMAS) and PULA Medical Aid (PULA) customers; the level of satisfaction; perceived value; and benefits derived from the website and e-mail services.

In total, 200 BPOMAS members and 100 PULA members were sampled. Systematic sampling technique was used to select the participants. A questionnaire mainly guided by the E-S-QUAL and E-RecS-QUAL scales was designed to gain an in-depth understanding of customers’ perceptions and experiences of e-service quality.

It was established that there is a positive and significant relationship between the usage of e-services and benefits derived from e-services and between the usage of e-services and satisfaction. In addition, a nexus of relationship was observed between perceived value of the e-services and satisfaction.

The management of healthcare services in Botswana needs to understand customers’ value perceptions of e-services and e-service quality in order to establish where to make the most of their efforts.

The managers of healthcare insurance providers should consider stepping up e-service usage and satisfaction levels, supported by client-centred training programmes, to assist clinicians deliver care to the expectation of patients.

There is an acute lack of research in the Botswana context, particularly into the link between e-service usage and satisfaction in the health insurance industry. This paper contributes to the extant literature by elucidating the nexus of relationship between e-service usage and satisfaction in Botswana.

Clients in Nigeria have continuously questioned the quality of services being rendered by architectural firms in building projects. This study aims to investigate the areas of service responsible for determining client satisfaction.

The study uses questionnaire for data collection on perceived service quality and indicators of clients’ satisfaction.

The results of descriptive statistics suggest that efficient analysis and compliance with client brief along with buildability, flexibility and comprehensiveness of the design are the main technical determinants of clients’ satisfaction. Management measures for engendering clients’ satisfaction include team communication and collaboration as well as regular site visits when required. The study established a significant relationship between the perceived service quality and client satisfaction. At technical level, economical design and compliance with budget, buildability, optimal and error-free design and timely delivery have significant correlation with the perception of service quality, which could engender client satisfaction. At management level, collaboration and coordination, integrity and trust, regular site visits and project management knowledge and skills had significant relationships with perceived service quality.

To improve overall client satisfaction, architects are expected to focus on these factors in the process of service delivery. Architects’ expertise and skills can be further harnessed through continuous training and understanding of the project environment.