OPERATIONAL PERFORMANCE OF ETHIOPIAN COMMODITY EXCHANGE(ECX) AND ITS EFFECT ON CUSTOMER SATISFACTION

Abstract

The Ethiopia Commodity Exchange [ECX] is an organized market place that brings buyers and sellers to trade standardized contracts using its floor based trading system and electronic trading system. The fundamental factors to establish successful commodity exchange includes having an efficient and robust trading platform. The objective of this study was to assess operational performance of Ethiopian commodity exchange and its effect on customer satisfaction. The population of this study consisted of 347 members who are the members of ECX. The study used simple random sampling technique lottery method & descriptive and exploratory research design were used. Accordingly, from 347 members 205 members were selected and Likert questionnaire was administered. Before distributing the questioner to the selected respondents its reliability was tested using Cronbach’s Alpha and its value was proved to be greater than 0.6, the data were analyzed using SPSS version 23. The results of the study revealed that Warehouse measurement, Regulatory body and Automated system have positive effect on customer satisfaction. The findings showed that regulatory body has the most powerful influence on customer satisfaction and the lowest effect shows on warehouse measurement.