THE EFFECT OF PRE-SHIPMENT EXPORT CREDIT DELIVERY SYSTEM ON CUSTOMER RETENTION: A CASE OF COMMERCIAL BANK OF ETHIOPIA

The aim of this thesis is to assess the effect of pre-shipment export credit delivery system on
customer retention for case of commercial bank of Ethiopia.This descriptive study adopting a
quantitative research techniques answers four basic research questions. The general objective of
this paper has been identified the effect of internal procedure of pre-shipment export credit on
customer retention this internal credit delivery system categorized to customer classification,
credit processing and loan follow up. As data collection instrument, questionnaire was adopted
after securing written approval and in consultation with the advisor. The reliability of the tool
applied was tested and obtained a Cronbach alpha value. The questionnaire was administered to
who have pre-shipment loan taken from the CBE and Customer relationship mangers of CBE.
The paper reveals that the result obtained for the effect of pre-shipment export credit delivery
system on customer retention was above the mean score and in the result of this study as per the
bankers’ perception loan follow-up and customer classification dimensions are identified as
significantly influencing customer retention. On the other hand, based on the customers’
perception loan follow-up and credit processing dimensions are identified as significantly
influencing customer retention. To conclude that by improving the customers’ perception
towards the loan follow-up and credit processing dimensions by focusing on the areas on which
relatively poor perception was observed the two credit sub-process can improve customer
retention which in turn has a significant effect on attracting new customers