May 1, 2019 Thesis Open Access

Solomon Yeshitila

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    <subfield code="a">THE EFFECT OF PRE-SHIPMENT EXPORT CREDIT DELIVERY SYSTEM ON CUSTOMER RETENTION: A CASE OF COMMERCIAL BANK OF ETHIOPIA</subfield>
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    <subfield code="a">&lt;p&gt;The aim of this thesis is to assess the effect of pre-shipment export credit delivery system on&lt;br&gt;
customer retention for case of commercial bank of Ethiopia.This descriptive study adopting a&lt;br&gt;
quantitative research techniques answers four basic research questions. The general objective of&lt;br&gt;
this paper has been identified the effect of internal procedure of pre-shipment export credit on&lt;br&gt;
customer retention this internal credit delivery system categorized to customer classification,&lt;br&gt;
credit processing and loan follow up. As data collection instrument, questionnaire was adopted&lt;br&gt;
after securing written approval and in consultation with the advisor. The reliability of the tool&lt;br&gt;
applied was tested and obtained a Cronbach alpha value. The questionnaire was administered to&lt;br&gt;
who have pre-shipment loan taken from the CBE and Customer relationship mangers of CBE.&lt;br&gt;
The paper reveals that the result obtained for the effect of pre-shipment export credit delivery&lt;br&gt;
system on customer retention was above the mean score and in the result of this study as per the&lt;br&gt;
bankers&amp;rsquo; perception loan follow-up and customer classification dimensions are identified as&lt;br&gt;
significantly influencing customer retention. On the other hand, based on the customers&amp;rsquo;&lt;br&gt;
perception loan follow-up and credit processing dimensions are identified as significantly&lt;br&gt;
influencing customer retention. To conclude that by improving the customers&amp;rsquo; perception&lt;br&gt;
towards the loan follow-up and credit processing dimensions by focusing on the areas on which&lt;br&gt;
relatively poor perception was observed the two credit sub-process can improve customer&lt;br&gt;
retention which in turn has a significant effect on attracting new customers&lt;/p&gt;</subfield>
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