October 8, 2023 Thesis Open Access

KASSIM FETIYA

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  <identifier identifierType="DOI">10.20372/nadre:11096</identifier>
  <creators>
    <creator>
      <creatorName>KASSIM FETIYA</creatorName>
      <affiliation>MADDA WALABU UNIVERSITY</affiliation>
    </creator>
  </creators>
  <titles>
    <title>DETERMINANTS OF CUSTOMER RETENTION IN CBE IN CASE OF ROBE TOWN BRANCHES</title>
  </titles>
  <publisher>Zenodo</publisher>
  <publicationYear>2023</publicationYear>
  <subjects>
    <subject>customer retention, satisfaction, service quality, service charge, corporate image</subject>
  </subjects>
  <contributors>
    <contributor contributorType="Supervisor">
      <contributorName>TESHALE T. (PhD)</contributorName>
      <affiliation>MADDA WALABU UNIVERSITY</affiliation>
    </contributor>
  </contributors>
  <dates>
    <date dateType="Issued">2023-10-08</date>
  </dates>
  <language>en</language>
  <resourceType resourceTypeGeneral="Text">Thesis</resourceType>
  <alternateIdentifiers>
    <alternateIdentifier alternateIdentifierType="url">https://nadre.ethernet.edu.et/record/11096</alternateIdentifier>
  </alternateIdentifiers>
  <relatedIdentifiers>
    <relatedIdentifier relatedIdentifierType="DOI" relationType="IsVersionOf">10.20372/nadre:11095</relatedIdentifier>
    <relatedIdentifier relatedIdentifierType="URL" relationType="IsPartOf">https://nadre.ethernet.edu.et/communities/mwu123-un</relatedIdentifier>
  </relatedIdentifiers>
  <rightsList>
    <rights rightsURI="http://www.opendefinition.org/licenses/cc-by">Creative Commons Attribution</rights>
    <rights rightsURI="info:eu-repo/semantics/openAccess">Open Access</rights>
  </rightsList>
  <descriptions>
    <description descriptionType="Abstract">&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;</description>
  </descriptions>
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