DC Field | Value | Language |
dc.contributor.author | SHITAYE, MEKDES | - |
dc.date.accessioned | 2018-05-24T08:46:15Z | - |
dc.date.available | 2018-05-24T08:46:15Z | - |
dc.date.issued | 2017-06 | - |
dc.identifier.uri | . | - |
dc.identifier.uri | http://hdl.handle.net/123456789/3455 | - |
dc.description.abstract | The bank sector plays a vital role in underpinning the economic development of a country. CRM as a
strategy has gained tremendous interest among researchers and practitioners in recent times. Therefore
this study assessed customer relationship management (CRM) practices in Commercial Bank Ethiopia.
It focuses on the relative importance of CRM factors and their impacts on the overall CRM practices.
For this the research considered different CRM dimensions such as trust, reciprocity, empathy, bonding,
responsiveness and key customer focus. To achieve the objective of the study, descriptive research
design was used and Primary data were collected through questionnaire and interview. The respondents
were selected using convenient technique. The data collected through questionnaire were analyzed
using descriptive statistics as a tool of data analysis process in SPSS version 20.Interview conducted
with management body of the selected head office bank, in Addis Ababa city. The result showed that,
lack of quality bank services, weakness in giving individualized attention to Customers, lack of giving
attention for suggestion boxes which is given by the key customers, lack of delivering superior and
customized value add service, lack of skill used in technological advancement has significant in thence
on CRM practice. Based on this Majority of the customers of the respondent didn’t give high score of
mean and standard deviation. This implies that most of the customers of CBE those are participating in
the products of credit facility areas are not satisfied by the type of work. The study also clearly
discovered that the six CRM dimensions are strongly related. CRM has a significant Influence on
customer retention. Generally speaking, the bank is in need of doing a lot of CRM based key customer
focused practices. Furthermore, if the bank prepare new CRM program with their CRM improvement,
it will maintain high level of performance. | en_US |
dc.language.iso | en | en_US |
dc.publisher | St.Mary's University | en_US |
dc.subject | CRM, Customer Loyalty and Retention, Trust, Responsiveness | en_US |
dc.subject | Bonding, Empathy, Reciprocity, Key Customer Focus | en_US |
dc.title | ASSESSMENT OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN COMMERCIAL BANK OF ETHIOPIA | en_US |
dc.type | Thesis | en_US |
Appears in Collections: | Business Administration
|