College of Business and Economics
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The College of Business and Economics promotes excellence in teaching, research, and community engagement
in the fields of business, economics, management, and development studies.
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Item ASSESSING THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION A CASE ETHIO TELECOM, YIRGALEM TOWN(HAWASSA UNIVERSITY, 2024-03) YOHANNES MULUGETA MUEThe aim of this study was to investigate the effect of customer relationship management on customer satisfaction in the case of Ethio Telecom Yirgalem town service center. Quantitative research approach along with Explanatory research design was adopted to address the specific objectives of the study. Population of the study was Ethio Telecom service subscribers, of which a sample size of 385 was selected. Convenience sampling technique which is one type of non-probability sampling was applied. Structured questionnaires were used to collect primary data from the targeted sample respondents. SPSS version 20 statistical tool was also used for carrying out both descriptive and inferential statistics analyses. Multiple linear regression was employed to investigate the relationship between customer relationship management and customer satisfaction. Results of the findings revealed that network quality, perceived value, loyalty program and relational experience dimensions of customer relationship management had strong and positive relation with customer satisfaction in the context of Ethio Telecom’s service subscribers. Network quality had relatively the highest positive and statistically significant effect on customer satisfaction followed by loyalty program offered by the company. Perceived value and relational experience showed the least influence on customer satisfaction. It is recommended that the managements of Ethio Telecom Yirgalem service center should work on the improvement of network quality and implementation of more loyalty programs to improve their customer’s satisfaction moreItem THE TEFFECT OF INTEREST FREE BANKING SERVICE QUALITY ON CUSTOMERS’ SATISFACTION: A CASE STUDY ON AWASH BANK OF HWASSA CITY BRANCHES(HAWASSA UNIVERSITY, 2024-05) BETELIHEM SHENENA LEGAMOThe success and endurance of banking industry nowadays depend on the quality services to customers and Interest free bank are not exception to this. Although the banking industry is starting and offering various types of IFB financial services to the public, their existence does not do any good unless they deliver a quality service. The purpose of this study is to determine the effect of service quality of noninterest bank on customers’ satisfaction using Awash bank as a case study. The study adopted modified SERVQUAL measurement dimensions comprising of six dimensions such as: assurance, reliability, tangibles, empathy, and responsiveness and compliance dimension signifies the ability of the organization to comply with Islamic law and principles in their operation. The research design used explanatory research design that shows the relationships and the effect of independent variables on dependent variables (in this case assurance, reliability, Compliance Islamic Law, tangibles, empathy and responsiveness on Awash bank IFB customers). The study utilized stratifying sampling techniques to select 326 customers who served as respondents in the study. Correlation and multiple regression analysis were employed as analytical techniques. The results show that Assurance is highly correlated with customer satisfaction which was followed respectively by compliance, empathy, reliability, responsiveness and tangibility dimensions. The results of this study indicate that, four the service quality dimensions (compliance, reliability, empathy and assurance) have positive and significant relationship with customer satisfaction but responsiveness and tangibility dimensions was not. Based on regression result it is observed compliance with Islamic law, empathy, assurance, and reliability dimensions have positive and significant impact on customer satisfaction. The other dimension that is responsiveness and tangibility dimensions has no significant effect on satisfaction. The study recommends that management of the bank should exploit and maneuver the service quality dimensions as a survival strategy for improving customers’ satisfaction in an industry characterized by intense competition and environmental dynamismItem THE EFFECT OF INTEREST FREE BANKING SERVICE QUALITY ON CUSTOMERS’ SATISFACTION: A CASE STUDY ON AWASH BANK OF HWASSA CITY BRANCHET(HAWASSA UNIVERSITY, 2024-05) BETELIHEM SHENENA LEGAMOThe success and endurance of banking industry nowadays depend on the quality services to customers and Interest free bank are not exception to this. Although the banking industry is starting and offering various types of IFB financial services to the public, their existence does not do any good unless they deliver a quality service. The purpose of this study is to determine the effect of service quality of noninterest bank on customers’ satisfaction using Awash bank as a case study. The study adopted modified SERVQUAL measurement dimensions comprising of six dimensions such as: assurance, reliability, tangibles, empathy, and responsiveness and compliance dimension signifies the ability of the organization to comply with Islamic law and principles in their operation. The research design used explanatory research design that shows the relationships and the effect of independent variables on dependent variables (in this case assurance, reliability, Compliance Islamic Law, tangibles, empathy and responsiveness on Awash bank IFB customers). The study utilized stratifying sampling techniques to select 326 customers who served as respondents in the study. Correlation and multiple regression analysis were employed as analytical techniques. The results show that Assurance is highly correlated with customer satisfaction which was followed respectively by compliance, empathy, reliability, responsiveness and tangibility dimensions. The results of this study indicate that, four the service quality dimensions (compliance, reliability, empathy and assurance) have positive and significant relationship with customer satisfaction but responsiveness and tangibility dimensions was not. Based on regression result it is observed compliance with Islamic law, empathy, assurance, and reliability dimensions have positive and significant impact on customer satisfaction. The other dimension that is responsiveness and tangibility dimensions has no significant effect on satisfaction. The study recommends that management of the bank should exploit and maneuver the service quality dimensions as a survival strategy for improving customers’ satisfaction in an industry characterized by intense competition and environmental dynamism