Browsing by Author "Bekele, Teshome (Associate Professor)"
Item An Assessment of Service Delivery Quality in Relation to Customer Satisfaction in Industrial Projects Service(Addis Ababa University, 2014-04) Beyan, Mohammed; Bekele, Teshome (Associate Professor)The Industrial Project Service is a consultancy firm with a capacity to render a wide range of professional consultancy services. Currently the organization is observing signs of customers’ dissatisfaction with the service delivery. Thus, understanding customers’ satisfaction level and identifying drawbacks are found to be necessary. This project is focused on service quality and customer satisfaction. The objective of the study is to assess and analyze service quality and customer satisfaction, and propose improvement for better service delivery. A quantitative method of analysis was employed. Since this study dwelled upon those customers who have been actively getting IPS service in the last 5 years, a total of 50 customers were taken as a target population. A structured questionnaire was used as an instrument for data collection. Descriptive statistics of means and standard deviations, and mean of customers’ expectation and perception gap analysis methodologies were used. This study indicated that in most service quality dimensions the performance of the Industrial Projects Service was below customers’ expectation. Majority of customers’ expressed that they were not satisfied with the service delivery of the Industrial Project Service. Customers also suggested that in order to improve the service delivery, proper reform should be done on service quality and those observed weaknesses especially on staff and study report areas. Key words: Service Quality, Customer Satisfaction, Customers’ Expectation, Customers’ Perception, SERVQUAL, Process Quality, Hard Quality, Soft Quality and Outcome QualityItem Business Ethics Practices: The Case of MOHA Soft Drinks Industry S.C., Teklehaimanot Plant(Addis Ababa University, 2010-06) Gebisa, Bekele; Bekele, Teshome (Associate Professor)In an increasing domestic and international market competition, businesses cannot ignore ethics due to the risk to their reputation and increasing internal and external pressures (Manuel G. Velasquez, 1992). This realizes the significance of the study. The study was conducted at MOHA Soft Drinks Industry, Teklehaimanot plant with the general purpose of examining the business ethics practices of the company. Since business ethics determines the success of the business organizations, ethics has to be included in their corporate values. Hence, businesses should consider at least some major ethical issues. In this study, four business ethical issues were explained and explored, Viz; product safety, employee health and safety, social responsibility (social concern) and environmental protection. Ethics as related to product safety was dealt by determining the controlling mechanism of product’s hazard to consumers by the factory. Employee health and safety program of the company was explored. Contributions of the company to local community development program were pointed out. Finally, the attitude of the company towards environmental protection and the mechanism they are using to reduce the pollution of the environment were highlighted. In the study, background of the organization was included. Concerning the above business ethical issues, related literatures were reviewed. Data were collected using questionnaire; interview and document review techniques and presented using tables and charts, and analyzed using percentage. Finally, after thorough analysis of business ethics practices of MOHA soft drinks industry S.C., Teklehaimanot plant, conclusions were made and recommendations were also forwarded based on the observed gaps and problems.Item The Effect of Service Quality on Customer Based Brand Equity (A case of Commercial Bank of Ethiopia)(Addis Ababa University, 2015-03) Sileshi, Hirut; Bekele, Teshome (Associate Professor)Brand equity is one of the crucial components that enable banks to get superior advantage over their competitors. This study will be intended to investigate the effect of service quality on customer based brand equity. So, the objective of this research will be: to analyze the effect of SERVQUAL on brand equity dimensions, to compare and evaluate each SERVQUAL dimensions in relation to brand equity dimensions, to analyze the level of performance of CBE regarding proper awareness and implementation of SERVQUAL dimensions, and to evaluate and review the position of customers associated with CBE brand equity. Furthermore, the finding of different researchers indicated that service quality dimensions are not equally important for achieving brand equity. The degree of importance is depending on the nature of the service and performance of the service provider. The service quality of banking industry in Ethiopia in general and CBE in particular demonstrate improvement but the degree of dependability, helpfulness, responsiveness (promptness) and availability and consistency of facilities such as ATM machine, outreaches of branch outlet and other modern technology is inadequate to gain customer based brand equity This study was conducted on customers of CBE in selected branches of Addis Ababa district. In connection to this, structured questionnaire have been distributed for to 384 randomly selected samples but analysis was made based on the data collected from 328 respondents. Analysis and interpretation of the data was conducted by using descriptive and inferential statistical tools with the help of SPSS. The finding of this research clearly states that Service quality is considered as a significant instrument for a firm’s great effort in order to differentiate itself from its competitors and effective implementation of those five dimensions of service quality have a significant effect on customer based brand equity. Service quality is vital to the development and infuses strong and dominant brands because it enhances perceived superiority of the brands or customer based brand equity on side of existing and potential customers and helps to distinguish brands from other similar service providers in competitive markets. Key words: SERVQUAL, brand equity, SERVQUAL dimension, banking industryItem Factors Affecting Brand Awareness in the Ethiopian Leather Footwear Industry(Addis Ababa University, 2014-10) Jemal, Shemila; Bekele, Teshome (Associate Professor)The main aim of this research was to assess the factors that influence brand awareness in leather footwear industry in Ethiopia. Four determinants: brand perception, advertising, perceived quality and product innovation have been kept in mind while doing this research. The study used both qualitative and quantitative techniques in which 50 respondents from Addis Ababa were included. In this study structured questionnaire for customers identified through convenience sampling and an interview was made to marketing managers of sample five footwear producers engaged both in domestic and international markets. The researcher used person correlation and regression analysis to analyze the data. The result of the study shows that among the four variables brand perception, and perceived quality have a significant positive impact on brand awareness of local leather footwear while advertising and product innovation do not have.