October 8, 2023 Thesis Open Access

KASSIM FETIYA

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{
  "inLanguage": {
    "alternateName": "eng", 
    "@type": "Language", 
    "name": "English"
  }, 
  "description": "<p>Today, banking is regarded as a consumer-oriented services industry and banks have started<br>\nrealizing that their business increasingly depends on the quality of the consumer service<br>\nprovided and overall satisfaction and retention of the customer. Thus, this research aimed at<br>\nfinding out the determinant of customer retention in Commercial Bank of Ethiopia. The primary<br>\ndata was collected by a means of questionnaire. A total of 223 questionnaires were administered<br>\nto customers of CBE in four branches and 205 questionnaires were returned and 202 usable for<br>\na comprehensive empirical analysis. Both descriptive and inferential statistics have been used to<br>\nfind mean score, to test hypothesis, to investigate research problems, objective and questions.<br>\nThe study had found variables that can determine customer retention in commercial bank of<br>\nEthiopia of Robe town. Five variables are regressed with the dependent variable, i.e. Customer<br>\nretention; these variables include customer satisfaction, service quality, service charge,<br>\ncorporate image and information technology. Multiple regressions model was used to see the<br>\neffect of customer satisfaction, service quality, service charge, corporate image and information<br>\ntechnology on customer retention. In addition to that, hierarchical regression model test was<br>\nused to test the mediating effect of customer satisfaction on the relationship between service<br>\nquality, service charge, corporate image, and information technology towards customer<br>\nretention. The results depicted that there was significant positive relationship in between service<br>\nquality and customer satisfaction and customer retention. However, the other determinants of<br>\ncustomer satisfaction that are service charge and corporate image have positive association with<br>\ncustomer satisfaction and retention. Information technology has also a significant effect on<br>\ncustomer retention. Thus, such factors should be considered seriously by the commercial banks<br>\nof Ethiopia in designing their marketing strategies by widening their branches and providing<br>\ngood customers services to customers in order to retain their customers.2</p>", 
  "license": "http://www.opendefinition.org/licenses/cc-by", 
  "creator": [
    {
      "affiliation": "MADDA WALABU UNIVERSITY", 
      "@type": "Person", 
      "name": "KASSIM FETIYA"
    }
  ], 
  "headline": "DETERMINANTS OF CUSTOMER RETENTION IN CBE IN CASE OF ROBE TOWN BRANCHES", 
  "image": "https://zenodo.org/static/img/logos/zenodo-gradient-round.svg", 
  "datePublished": "2023-10-08", 
  "url": "https://nadre.ethernet.edu.et/record/11096", 
  "keywords": [
    "customer retention, satisfaction, service quality, service charge, corporate image"
  ], 
  "@context": "https://schema.org/", 
  "identifier": "https://doi.org/10.20372/nadre:11096", 
  "@id": "https://doi.org/10.20372/nadre:11096", 
  "@type": "ScholarlyArticle", 
  "name": "DETERMINANTS OF CUSTOMER RETENTION IN CBE IN CASE OF ROBE TOWN BRANCHES"
}