October 8, 2023 Thesis Open Access

KASSIM FETIYA

DCAT Export

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        <foaf:name>KASSIM FETIYA</foaf:name>
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            <foaf:name>MADDA WALABU UNIVERSITY</foaf:name>
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    <dct:title>DETERMINANTS OF CUSTOMER RETENTION IN CBE IN CASE OF ROBE TOWN BRANCHES</dct:title>
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    <dct:issued rdf:datatype="http://www.w3.org/2001/XMLSchema#gYear">2023</dct:issued>
    <dcat:keyword>customer retention, satisfaction, service quality, service charge, corporate image</dcat:keyword>
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        <foaf:name>TESHALE T. (PhD)</foaf:name>
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            <foaf:name>MADDA WALABU UNIVERSITY</foaf:name>
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    <dct:issued rdf:datatype="http://www.w3.org/2001/XMLSchema#date">2023-10-08</dct:issued>
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    <dct:description>&lt;p&gt;Today, banking is regarded as a consumer-oriented services industry and banks have started&lt;br&gt; realizing that their business increasingly depends on the quality of the consumer service&lt;br&gt; provided and overall satisfaction and retention of the customer. Thus, this research aimed at&lt;br&gt; finding out the determinant of customer retention in Commercial Bank of Ethiopia. The primary&lt;br&gt; data was collected by a means of questionnaire. A total of 223 questionnaires were administered&lt;br&gt; to customers of CBE in four branches and 205 questionnaires were returned and 202 usable for&lt;br&gt; a comprehensive empirical analysis. Both descriptive and inferential statistics have been used to&lt;br&gt; find mean score, to test hypothesis, to investigate research problems, objective and questions.&lt;br&gt; The study had found variables that can determine customer retention in commercial bank of&lt;br&gt; Ethiopia of Robe town. Five variables are regressed with the dependent variable, i.e. Customer&lt;br&gt; retention; these variables include customer satisfaction, service quality, service charge,&lt;br&gt; corporate image and information technology. Multiple regressions model was used to see the&lt;br&gt; effect of customer satisfaction, service quality, service charge, corporate image and information&lt;br&gt; technology on customer retention. In addition to that, hierarchical regression model test was&lt;br&gt; used to test the mediating effect of customer satisfaction on the relationship between service&lt;br&gt; quality, service charge, corporate image, and information technology towards customer&lt;br&gt; retention. The results depicted that there was significant positive relationship in between service&lt;br&gt; quality and customer satisfaction and customer retention. However, the other determinants of&lt;br&gt; customer satisfaction that are service charge and corporate image have positive association with&lt;br&gt; customer satisfaction and retention. Information technology has also a significant effect on&lt;br&gt; customer retention. Thus, such factors should be considered seriously by the commercial banks&lt;br&gt; of Ethiopia in designing their marketing strategies by widening their branches and providing&lt;br&gt; good customers services to customers in order to retain their customers.2&lt;/p&gt;</dct:description>
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