Browsing by Author "Adinew, Eyob"

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    Customer Relation Management: Comparative Analysis of Private and Government Owned Banks
    (A.A.U, 2008-07) Adinew, Eyob; Anteneh, Salehu (Dr)
    A study was conducted concerning the veteran commercial bank of Ethiopia and some randomly assumed private banks[dashen bank, united bank, wogagen bank and nib international bank] on the topic of customer relation management (comparative analysis of the two banks). The main objective of the study was to find out whether there is a significance difference in the customer relation management [CRM] as far as the two banks are concerned. Such study will help the banks to assess their current performance in relation to the issue raised. In the current free market economy effective manipulation of marketing strategies towards customer satisfaction strongly determines company's long run survival. To further carry out the objectives, the necessary data were collected using primary methods. Questionnaires were distributed to the customers and interviews were made with the banks officers. Secondary sources were also reviewed to come up with accurate remedy. Apart from this, sample sizes of 150 customers were assumed randomly from each sector. Then the data collected were edited, tabulated and some logical inferences drawn. The result of the study was analyzed using hypothesis testing (z distribution) and simple descriptive statistics. The out put of the study revealed that there is a significant difference between private and government owned banks as long as customer relation management is concerned. That is, when relatively seen with government owned banks, Private Banks recorded outstanding customer relation management system.