Browsing by Author "Belay Ngussie"

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    Effect of Customer Orientation of Service Employees on Customer Satisfaction: The Case Bank of Abyssinia
    (Addis Ababa University, 2023-06) Belay Ngussie; Saleamlak Molla (PhD)
    This study's aim was to investigate the relationship between customer orientation service employees and customers' satisfaction. Through employee’s technical skill, employee’s social skill, employee’s motivation, and employee’s decision-making authority. The study adopted an explanatory research design and as the research instrument, a self-administered survey was employed. Using SPSS version 26, In order to establish the test statistic, multiple regression analysis and correlation analysis were performed. According to the study, customer satisfaction has been positively and significantly connected to all dimension of customer orientation such as technical skill of service employees, social skill of service employees, service employees' motivation and employees' self-decision-making authority. The study's target demographic was made up of Bank of Abyssinia customers who were assigned to where branches are frequently visited. 248 customer feedback for the Bank of Abyssinia were used to compile the data through a questionnaire. The study came to the conclusion that customer satisfaction depends on customer-focused behavior of service employees through technical skills, social skills, service employees' motivation and decision-making authority of service employees. It is advised that Bank of Abyssinia should promote and improve the technical, motivation, employee’s self-decision authority and social skills of their service employees to the branches which was not subjected under this study in order to create satisfied customers