Management Specialized in Quality Management and Organizational Excellence

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The Perspectives of Health Regulatory Office and Hospital Leaders on Corporate Social Responsibility (CSR) Practices of All Private Hospitals in Addis Ababa
(Addis Ababa University, 2018-03) Mulatu, Sisay; segabrhan, Mekonen (PhD)
In the forward-thinking business environment, it is generally acknowledged that corporations are players that must adopt societal concerns and demonstrate responsibility while conducting their business ventures. This principle has been there for years. Nevertheless, it is recently that it has been started to be given the appropriate recognition by firms themselves and individuals in Ethiopia.The study aimed at studying the perspectives of hospitals and regulatory office leaders towards corporate social responsibility (CSR) activities of private hospitals in Addis Ababa.To investigate and identify the issues, a descriptive type of research was applied with a survey design. The study has been conducted on the basis of the quantitative research approach to assess the perspectivesof hospitals and regulatory authority office leaders about the practices of CSR in the selected 37 private hospitals. Primary data werecollectedthrough close ended questionnaire from 81 hospital managers and 36 respective regulatory office leaders using purposive sampling method, leaderswith two years and above service are included in the sample.The collected data was analyzed using SPSS version 20 Software.Generally, the major findingsof the study showed that regulatory office leaders’ perceptions toward CSR activities of private hospitals were significantly different from those of hospital leaders. Hospital leaders’ perceptions were more positive to their CSR activities than those of regulatory office leaders. However, both groups proved that environmental CSR practices of private hospitals were the least addressed. Consequently, the study recommends considering the growing importance of social responsibility in Ethiopia, private hospitals need to pay more attention to their environmental practicesin particular and their corporate social activities in general.
Quality of Post Graduate Level Education: The Case of Addis Ababa University and St. Mary’s University
(Addis Ababa University, 2018-05) Bethlhem, Zewdu; Zewdie, Shibre (PhD)
The main purpose of this study was to investigate the Quality of Education in both public and private university by taking Addis Ababa University and St. Mary’s University, respectively. In order to meet the objectives of the study, a theoretical framework parameter called ‘Octet of Higher Education’ was used. The framework tries to investigate quality of a higher institute from eight aspects. A descriptive survey design was employed. From a sample frame of 2,167 masters students of Addis Ababa University in the College of Business and Economics and 1,192 masters students of School of Business in St. Mary University, 173 and 163 sample were taken to fill questionnaires. Out of the total number of instructors (57 in AAU and 38 in SMU), 15% were taken to participate in the study.For an interview, College of Business and Economics (CoBE) Dean of Addis Ababa University, School of Business; Dean of St. Mary’s University, Director of Academic Standards and Quality Enhancement Office (ASQEO) of St. Mary’s University; Director of Center for Educational Improvement and Quality Assurance (CEIQA) of Addis Ababa University and Directorate Director of Higher Education Quality Audit and Enhancement of HERQA participated in the study.The data obtained through the questionnaires were analyzed using SPSS software using frequency, percentages, mean and standard deviations. The information obtained through open-ended questionnaires and the interview were qualitatively analyzed to supplement the quantitative data. The outcomes are logically interpreted and documented to answer the basic and specific research questions from the Octet of Quality Education perspective. Finally, conclusion is provided based on findings. The final result shows that, Quality of Education is practiced in both public (Addis Ababa University) and private (St. Mary’s university) universities.
The Relationship between Leadership Styles and Organizational Change Readiness In Selected Government Hospitals Of Addis Ababa
(Addis Ababa University, 2018-05) Nitsuh, kassaye; Jemal, Mohammed (PhD)
The purpose of this study was to examine the relationship between leadership styles and organizational change readiness in three government hospitals of Addis Ababa. To this end, transformational and transactional leadership styles were independent variables and change readiness the dependent variable. Two research questions and ten hypothe-ses were developed to address the research objectives. The study used a quantitative and explanatory approach to examine the relationship among the variables. The data collec-tion instruments were Multi-factor Leadership Questionnaire (has two forms the Leader form and rater form) and California Organizational Change Management Question-naire. 71 administrative bodies and 341 non administrative employees were taken to take part in the study. Out of distributed questionnaires, 71(100%) valid responses were ob-tained from administrative bodies and 297 (87.1%) valid responses were obtained from employees. Both Descriptive and Inferential statistics were applied and the major statis-tical tools used were frequency, percentage, mean, standard deviation, an independent samples t-test, Pearson correlation and multiple regression analysis. It revealed trans-formational leadership style could be related to higher organizational change readiness implementation than transactional leadership style. The findings also showed that both transformational and transactional leadership styles explained a significant amount of variance infor organizational change. To this end, they jointly explained 42% of variance of organizational change readiness. Finally, it was recommended that tailor-made Lead-ership Development Strategies are needed to equip the entire staff. Besides, designing workable training and follow-up strategy by cooperating with the stakeholders is needed. The strategy need to show the direction towards criteria to compete for the service and change op-portunity, array of health service, Further, it is recommended that frequent interaction is needed among Board of Directors of the hospitals, the hospitals administrative staff, Ad-dis Ababa City Administration health bureau and the Federal Ministry of health. They need to work on linking leadership and change readiness with rewards, transparent and timely feedback process. Lastly the study identified area for future research.
Factors Affecting Growth Expectations of Ethiopian Women Entrepreneurs
(Addis Ababa University, 2018-06) Elsabet, Hussen; Teshome, Bekele (Ato)
The lack of adequate literature that explain internal factors that would enhance and strengthen growth expectation of women entrepreneurs in Ethiopia motivated the researcher to conduct this study. Hence, it was done with the aim of identifying factors that affect growth expectation of women entrepreneurs. To successfully achieve the aim, the research followed a descriptive research design. It utilized the GEM 2012 adult population dataset and various statistical tools, including percentage and correlation analysis, to analyse the data. The analysis of the data was carried out using SPSS version 22. The major finding of the study is that women entrepreneurs who prefer working in collaborative new product development and market expansion frameworks expect better growth. However, contrary to the findings of prior studies, the nature of motivation that prompt starting a business and international business orientation and involvement has no significant correlation with growth expectations of women entrepreneurs. This implies that both opportunity and necessity driven business owners could have comparable level of growth expectation given all other things are constant. Based on the findings, the research recommends and underscore the importance of institutions that facilitate cooperation and collaboration among women entrepreneurs. Stakeholders, particularly the government, need to give undivided attention and support to institutions bestowed with the task of facilitating collaboration among women entrepreneurs. Detail conclusions and recommendations are discussed towards the end of the report.
An Assessment of the Practices and Challenges of Training Programs in Addis Ababa Bottle & Glass Share Company
(Addis Ababa University, 2018-06) Tsiduk, Aregay; Gemechu, Waktola (PhD)
This study attempts to assess the practices and challenges of training programs in of Addis Ababa Bottle & Glass Share Company in Addis Ababa. To this end, primary and secondary sources are consulted to get the necessary information for the research. Questionnaires were distributed to samples of permanent employees of the company. In addition, the past three years training implementation reports of the company were used and a semi structured interview also held with the appropriate managers of the company. The result of the study discovered that currently, while the company has some training programs it does not have clear training policy and training plan. But this doesn’t mean that there is no any training practice totally within the company. It is also found that the company doesn’t allocate enough budgets for implementing training practice. In addition employees are not aware of the existing training programs & their objectives. The study result also showed that most of the employees are not satisfied with existing training programs in the company. It is also found out that there are no training facilities and no position for separate department that is responsible for human resource training in the organizational structure. The study recommended that AABGSC should design training policy regarding to the training practices and to prepare training plan to enhance and customized training programs based on its requirement. Its training practice should be supported by professional trainers. Its structure should include a separate department that is responsible for human resource training practice. Enough budgets should be allocated to the training programs. The company should create standard measurements for its training practices productivity.
The Relationship between Employee Motivation and Service Quality in Fitche Hospital
(Addis Ababa University, 2018-06) Tamiru, Lemma; Jemmal, Mohammed (PhD)
This study aimed at assessing the relationship between employee motivation and service quality in Fiche Hospital. The questionnaire was distributed to 152 sample employees of the study and 146 were returned and used for analysis. Explanatory survey design using quantitative method was used. The participants of the study were selected using probability sampling method specifically stratified random sampling on the basis of the Hospital’s business unit category. The data collected were analyzed using descriptive statistics such as mean and standard deviation, Pearson’s correlation analysis, multiple regression analysis. The results indicated positive relationship between intrinsic motivation and service quality, and extrinsic motivation and service quality. Multiple regression result shows, except intrinsic motivation the extrinsic motivation have statistically significant influence on service Quality. From the findings it is concluded that there is negative relationship between intrinsic motivation and service quality, and positive relationship extrinsic motivation and service quality. Furthermore, it is also accomplished that both intrinsic and extrinsic motivation has strong positive impact on service quality. Therefore, the management of the Hospital should mainly focus and use intrinsic and extrinsic motivation. Finally it is recommended that the hospital should identify and consider the factors that have been identified to have significant difference between the staffs.
Assessing the Impact of Service Quality on Customers Satisfaction: A Case of Lideta Sub-city Trade Office
(Addis Ababa University, 2018-06) Mekdes, Alebachew; Yohannes, Workaferahu (PhD)
The main objective of the study is to assess the impact of service quality on customers’ satisfaction in the case of Lideta sub-city Trade office. Regarding to research methodology; the study employed explanatory research method with both qualitative and quantitative data type. The target population of the study was 2651on an individual basis (including both employees and customers). Then, 11employees and 347customers (individual business persons), a total of 358 samples drawn. Simple random sampling and purposive sampling techniques were employed for selecting samples of customers and employees respectively. The study used questionnaires and interviews as a tool for data collection. In order to test the reliability of the instrument, the Crobanch alpha test was used. Pearson correlation and multiple linear regression analysis were employed to estimate the causal relationships between service quality and customer satisfaction. Finally, the responses of the respondents were analyzed using descriptive Statistics, correlation, and regression. The findings of the study showed that Customers perceive poor service quality in all dimensions, this indicates that customers perceive below their expectations. The overall level of their satisfaction is below the average. Employees have knowledge gap about the service standards of their office; these results from lack of professional trainings, because of budget and selection problems. From the study it was found that all service quality dimensions are positively related to customer satisfaction. The data also shows that all the independent variables (tangibility, reliability, assurance and empathy) excluding responsiveness have statistically positive and significant impact on dependent variable (customer satisfaction).Responsiveness has positive relationship but insignificant impact on customer satisfaction. The overall finding of this study suggests that all employees and officials in the office have to be committed and involved in service quality improvement in order to meet customers’ expectation. Better to serve customers Staff training is one of the most important factors for delivering better customer service. So, the office should give attention for employees professional training and motivation. Finally, the study recommended that the office has to give significant consideration for all service quality dimensions that positively impact on customer satisfaction.
Assessment of Service Quality and Employee Engagement: The Case of Five Star Hotels in Ethiopia
(Addis Ababa University, 2018-06) Kalkidan, Solomon; Ethiopia, Legesse (PhD)
The Hotel industry has been growing fast in Addis Ababa, Ethiopia in the past years. This is attributed to the fast economic growth and associated matters relate to conference tourism, increased flow of tourism and globalization. There are growing concerns about quality of services provided by 5 star hotels. Hence, the main objective of this research is to explore quality of service provided by 5 star hotels in Addis Ababa and to assess the relationship between employee engagement and improvement in quality of service and employee satisfaction. The research design of this study is qualitative exploratory research design. All of the seven 5 star Hotels found in Addis Ababa were included in the study. As two of the hotels were not willing to participate in the study, primary data was collected from five of the hotels. To complement this, information from the tripadvisor website was utilized. Primary data was collected from in-depth interview conducted with 15 interviewees. The findings of this study revealed that the quality of service provided by most of the 5 star hotels in Addis Ababa is generally good. Inconsistent and low speed internet service and lack of adequate parking area are the two major problems of the 5 star hotels. In addition, low quality complimentary breakfast and limitations with regard to providing correct and comprehensive information are also problems. Employees generally participate in providing feedbacks that help to improve quality of service to their supervisors but decisions are mainly made by higher level managers. Positive relationship is observed between employee engagement and improvements in quality of service and satisfaction of employees is identified. Addressing the problem of internet connectivity, shortage of parking space, and quality of complementary breakfast need to be improved to enhance quality of services provided by 5 star hotels. Engaging employees at different levels is also necessary to enhance employees’ satisfaction and service quality.
Corporate Governance and its Effect on Innovation in the Case of Private Commercial Banks in Ethiopia
(Addis Ababa University, 2018-06) Wondwossen, Tesfaye; Jemal, Mohammed (PhD)
Corporate governance carries strategic importance and should be addressed correctly by decision makers. Corporate governance literature suggests that diverse boards are a part of good corporate governance practice. However, it is not clear how good corporate governance particularly diverse board characteristics might affect the corporate innovation and innovation search strategies. Impact of corporate governance on innovation is still an area of study that has not been adequately researched in Ethiopia. This study sought to establish the effect of corporate governance on innovation of private banks in Ethiopia. The objective was accomplished by assessing the effect of female directors in the board, size of the board, directors' educational qualification and board independence on innovation. Due to availability of recent data, the study had targeted population of nine private banks from all operated in Ethiopia namely Awash, Abyssinia, Wegagen, United, NIB, Dashen, Oromiya-Cooperative, Birhan and Addis bank. The study entirely used secondary data obtained from publicized annual reports and websites of the individual banks. The researcher employed explanatory research design to explain the situation. Result from regression analysis showed that independent variables (female directors in the board, board size, educational qualification of directors’ and board independence) have significant positive effect on innovation (log of the numbers of automatic teller machines and point of sales terminal). The study thus concludes that the effect of corporate governance on innovation depends on the variables. The study thus recommends an evaluation of the board characteristics in private banks as it influences innovation.
Effect of Total Quality Management Practices on Employees’ Service Recovery Performance in the Case of Ethio Telecom
(2018-06) Firehiwot, Dejene; Ethiopia, Legesse (PhD)
The purpose of this study is to examine the effect of Total Quality Management on employees’ service recovery performance in ethio telecom. Service failure is inevitable and quality will not be high all the time because of different internal and external problems. Thus, service organizations needs to prepare for failures by adopting a well-planned recovery strategy. Previous empirical studies revealed that successful implementation of Total Quality Management benefited organization through improving organizational performance in many dimensions like service quality, customer satisfaction, financial performance, operational performance. However, there is a lack of study on the effect of total quality management on service recovery performance in Ethiopia as well as globally which in turn result knowledge gap. Therefore, this study aims to bridge this gap in literature and knowledge. The study employs an explanatory and descriptive research design and uses quantitative approach. A survey is conducted by using structured close ended questionnaires which is distributed to 232 ethio telecom employees. Descriptive, correlation and multiple regression statistical tools were used to examine the relationship between Total Quality Management and Service Recovery Performance. The result of the this study revealed that there is positive and significant relationship between Total Quality Management and overall employees’ service recovery performance and among Total Quality management Practices, top management commitment and customer focus revealed to be best predictors to explaining the overall employees’ Service Recovery Performance. Thus this study recommended that ethio telecom mangers have to give more attention in their managerial function to successful implementation of TQM practices to successful service recovery for higher levels of customer satisfaction in the industry.
Total Quality Management (TQM), Competitive Advantage and Ownership in Ethiopian Construction sector
(Addis Ababa University, 2019-01) Netsanet, Berhanu; Ethiopia, Legesse (PhD)
The aim of this study is to examine the effect of TQM on competitive advantage and ownership in construction firms in Ethiopia. The main objective of this study is to determine whether ownership type (foreign Vs local) construction firms apply the practice of total quality management system (TQM) in their perspective firms and consequently whether ownership status affects the competitive advantage of the firm. The research method utilized in this study is mixed method approach which includes both quantitative and qualitative data collection techniques, and analysis procedures. The study employs descriptive and explanatory (descripto-explanatory) research design for quantitative approach and exploratory research design for qualitative approach. A survey questionnaire and interview questioner is designed based on the research questions, objectives and literature review in which is distributed to 69 firms and 51 questioners were collected. Descriptive, correlation, linear multiple regression and independent sample t- test statistical tools were used to examine the relationship between Total Quality Management and ownership and also the relationship between Total Quality Management and competitive advantage. Based on the results The result of the research supports the expectation that firms with good TQM practice in both foreign and local owned firms gives better competitive advantage.
Effect of Total Quality Management (TQM) Dimensions on Operational Performance of Ethiopian Pharmaceutical Manufacturing Plants
(Addis Ababa University, 2019-05) Shegaw, Aderaw; Mohammed, Seid (PhD)
The purpose of this study is to examine the effect of TQM dimensions on the operational performances of the pharmaceutical manufacturing companies operating in Ethiopia. Data for this study was collected using self-administered questionnaires that were distributed to the 13 companies. Census was carried out due to the relatively small number of Ethiopian pharmaceutical manufacturing companies. The target populations for study are plant technical managers, operational managers (production managers), quality control & assurance managers and other senior experts who are assumed to provide the most relevant information of the respective companies. Out of 65 questionnaires distributed to the companies a total of 57 were returned. Through comprehensive literature review, seven critical success factors of TQM that are relevant to the pharmaceutical industries were identified. Using correlation & regression analysis the relationship between TQM variables and common operational performance measures (Quality, Cost, and Delivery & Flexibility to volume) was investigated. The Correlation analysis reveals that there is strong relationship between TQM dimensions and operational performances of pharmaceutical manufacturing companies. The outcome of regression analysis indicate that customer focus, process management, product design and people management have significant contribution to at least one of the operational performance measures. Top Management support, supplier quality management and continuous improvement do not appear to contribute to higher performance. This study offers pharmaceutical companies and their managers a better understanding of the relationship and impact that some of TQM elements have on the performance of their operations. Thus managers will get an opportunity to take better & more effective decisions about the implementation of TQM. Due to nature of the study, the sample size is small and performance measures was based on the perceptions of managers, therefore generalization should be made with caution.
Achieving Organizational Excellence Through Self-Assessment based on EFQM Model as a Tool for Continuous Improvement (In the Case of East Africa Bottling Share Company)
(Addis Ababa University, 2019-06) Teklay, Araya; Mohammed, Seid (PhD)
This study aims to assess the organizational excellence of East Africa Bottling Share Company (EABSC) as a case study for improving sustainable performance according to the European Foundation for Quality Management (EFQM) Excellence Model. Several ISO standards and TQM approaches have been applied in the past decade and currently, the journey towards organizational excellence to improve performance and competitiveness. EABSC is certified for Policies, procedures, quality standards (such as the ISO 9000 series, Quality Management System, food safety, and environmental management systems), and is working to have leading position as a bottler by focusing on the expectations of all stakeholders, systematically benchmarking, improving their processes productivity towards excellence. At this stage, Self-assessment through EFQM Excellence Model must be adapted to existing standards and improvement tools for a detailed evaluation of its current situation to identifying their strengths; understand their present and future the biggest performance gaps (improvement areas), encouraging the identification of solutions in order to improve is required. So, EABSC can consider the EFQM Excellence Model to be the next level of quality or for striving towards organizational excellence and for further development. EFQM Model standard questionnaire has been used for gathering data. A sample of 235 from the total population of 580 staff working in the company was completed all questions and descriptive statistics with the help of SPSS Software were utilized in order to analyze the data. To determine the reliability, Cronbach's alpha has been used and the questionnaire was reliable. Results of this study revealed that, Total score for this organization was 366.20 from 1000 scores this indicates that EABSC is currently at first level of excellence and on the way to reach the second level of excellence (score of above 400), which is granted to assess their performance by an excellence model and categorized activities of own organizations into nine EFQM model criteria. Customer results, Policy, and Strategy were strong points of this organization that results in criteria with respectively 56.05 and 47.63 percent. On the other hand, process and People results were improvable points and need more attention that results in criteria with 22.90 and 28.26 percent. Since EABSC attention is required in regard to the weaknesses (People results and Society) to reach the next second level of organizational excellence. Furthermore, the EFQM model can be considered as a comprehensive model for performance evaluation in bottling companies.
The Effect of Total Quality Management on Organizational Effectiveness: The Case of Nile Insurance Company S.C
(Addis Ababa University, 2019-06) Betremariam, Melese; Mohammed, Seid (PhD)
Over the last few decades, many studies have reported on the implementation of total quality management (TQM) principles and methods in organizations around the world. However, there have been only a few attempts to empirically establish the link between TQM practices and organizational effectiveness in the Insurance sector, especially in Ethiopia. The paper’s aim is to determine how the Total Quality Management practices affect an overall effectiveness of Nile insurance company. The study type is descriptive and explanatory and in line with this both qualitative and quantitative methods were employed. The data has been taken from a sample of 100 employees from selected branches including the head office in Addis Ababa. The data is analysed by using a structural equation modelling methodology. The results indicate that the level of awareness regarding TQM practices and the role found at moderate level. Concerning the dimensions of TQM practises, strategic planning effectiveness and customer orientation found to be in low category whereas dimension to communication, leadership and employee’s involvement were in moderate category. Consequently, an overall dimension of TQM practices endeavoured categorized under moderate category. As the descriptive findings indicate that all TQM Practices (Strategic Planning, Communication, Employees Involvement, Customer Orientation and Leadership) are found to have significant and positive association with both employee’s satisfaction and profitability. As the regression finding depicted, except communication other four namely strategic planning, employee’s involvement, customer orientation and leadership are found to be significant in employee’s satisfaction. On the other hand, except employee’s involvement, all variables were significant concerning about company’s profitability. Therefore, organizational effectiveness has been positively impacted by TQM practices. Finally, appropriate remedial measures/recommendations have been forwarded for identified gaps such as communication, employee’s involvement, strategic planning as well as related to information technology usage, rewarding mechanisms and on job training.
Service Quality of Broadband Internet in Ethio Telecom
(Addis Ababa University, 2019-06) Daniel, Mekuriaw; Tilahun, Teklu (PhD)
The aim of this thesis was to assess the service quality of Ethiotelecom broadband. In particular, the study deals about the broadband internet of enterprise customers of Ethiotelecom, Addis Ababa City only. In this study was tried to investigate how is the performance of service quality of broadband in Ethiotelecom, Addis Ababa. For the purpose of the study both primary and secondary data are used. The primary data are collected through distributed SERVQUAL instrument questionnaires and interview with enterprise customers of broadband internet in Ethiotelecom. Secondary data are collected books, previous studies, unpublished data of Ethiotelecom and broacher’s. The research approach employed is deductive research approach. The research design employed is both descriptive and explanatory research design is utilize i.e. both qualitative and qualitative research design used to find out the performance of service quality of broadband internet in Ethiotelecom. A sample of 399 was selected through using simple random sampling from the total population. The reliability of the five(5) service quality dimensions which are assurance, empathy, reliability, responsiveness and tangibility were used to analyze the overall service quality, overall customer satisfaction, gap model service quality analysis, and used to analyze independent valuables influence on dependent variables of the study. As of the finding, all independent variables (assurance, empathy, reliability, responsibility and tangibility) influenced the dependent variables (customer satisfaction), and explained through linear regression analysis. There is a gap on the service quality dimensions form customer expectation and perception (the customer expectation exceeds actual performance of service). In the last chapter discussed the summery of findings, recommendations and limitations of the study.
Influence of Attitude on Mobile Banking Adoption: The Case of Dashen and United Banks in Addis Ababa
(Addis Ababa University, 2019-06) Abera, Bekele; Workneh, Kassa (PhD)
The aim of this study was to assess the influence of attitude on mobile banking adoption in Ethiopia: the case of Dashen and United banks in Addis Ababa. In so doing, factors influencing attitude toward mobile banking and the influence of attitude and its corresponding strength on intention to adopt mobile banking were assessed. In addition to these primary objectives, assessing the significance of variations in socio-demographic variables on attitude and intention to adopt mobile technology was part of this study. Descriptive and causal research design was employed. Stratified sampling method was used to collect quantitative and qualitative data from individuals who subscribed for mobile banking service of Dashen Bank and United Bank i.e. Amole and Hibir respectively. Accordingly, 394 usable questionnaires were obtained and used for further analysis. SPSS version 21 was used to analyze the collected data. The collected data were analyzed using central tendency (median), measure of dispersion (standard deviation), independent sample T-test, ANOVA, correlation & regression analysis. Interviews were conducted with subscribers with different mobile banking usage frequency. To develop the models used for analysis, inputs from TAM, ToT, trust and the concept of attitude strength was used. The results of the analysis indicate that among the socio-demographic factors included in this study occupation, mobile banking usage status and usage frequency significantly influence both attitude and intention while monthly income and service provider significantly influence intention only. The regression outputs indicate that the factors that influence attitude toward mobile banking are perceived usefulness, perceived ease of use and trust. Similarly, attitude toward success, attitude toward process/learning and attitude strength significantly influence intention to adopt mobile banking while attitude toward failure had an insignificant influence on intention. Based on the findings, the researcher forwarded recommendations to enhance mobile banking adoption. These are improving reliability, awareness creation, emphasize on making mobile banking easier and trustworthy, and creating a situation which necessitates the need to use mobile banking.
Effect of Total Quality Management on Business Performance of Banks: The Case of Bunna International Bank S.C
(Addis Ababa University, 2019-06) Gadissa, Aga; Mohammed, Seid (PhD)
Total quality management (TQM) has become an accepted technique to ensure performance and survival in the modern economies. Recent studies have claimed that the successful implementation of TQM could generate improved products and services, as well as reduced costs, more satisfied customers and employees, and improved financial performance. The purpose of this study was determining the effect of TQM on the business performance of bunna international bank S.C. This study was limited to establishing how the pillars of TQM, namely employee relationship, customer relationship, processes and top management involvement relate to business performance. The four pillars of tqm formed the independent variables of this study while business performance was the dependent variable. These variables were studied to fill the gap of explaining how the use of tqm in Bunna international bank S.C affects its business performance. This study was descriptive in nature and the researcher used case study method. The target population of the study comprised of Bunna international bank employees. The researcher used stratified random sampling in selecting respondents. The findings indicated a positive relationship between top management involvement, process and employee relationship, customer relationship and business performance. The cross used to analyze the results from the study. The research recommends that steps to improve top management involvement, process, Employee involvement and customer relationship to improve business performance.
Service Quality in Banking
(A.A.U, 2019-09) Debebe, Gadissa; Tilahun, Teklu (PhD)
Service sector has been increased due to the increment of the competition especially in banking Ethiopia. This study was aimed to measure the level of service quality in banks from the prospective of their clients in Ethiopia with the selected four banks in Addis Ababa. Total of 382 questioners were distributed but 334 respondents were filled prepared questioner correctly taken and use for analysis. Questioner included all quality dimensions of SERVQUAL model namely responsiveness, assurance, empathy, reliability and tangibles and level of customer satisfaction. The collected data were analyzed using SPSSV.25. Descriptive statistics, Pearson correlation and regression analysis was applied. The finding indicates that the mean score of the satisfaction was 3.979(79.58%). Pearson correlation result reveals that there was a positive relationship between the service quality dimensions and customer satisfaction. Reliability was found to have the highest correlation with customer satisfaction. In addition, the regression result indicates that all the service quality dimensions had aggregate impact on customer satisfaction with R square value of 0.568 but Empathy and assurance have no significant impact among the five service quality dimensions. Thus bank responsible body should satisfaction with respect to aspects of service quality.
E-Banking Service Quality of Ethiopian Banks
(A.A.U., 2019-10) Dula, Befikadu; Mohammed, Seid (Dr.)
The purpose of this study is to assess the quality of electronic banking services in Ethiopian banking industry. To conduct this study, the researcher collected data from the active electronic banking service users for the past consecutive two months. A mixed approach was used to answer the research questions that obtained from the existing literature and gathered data. A Purposive sampling technique was employed to recruit 150 of respondents representing the target criteria (age, duration of usage, and technology-know-how). The study statistically analyzed data obtained from respondents using SPSS version 20 (Statistical Package for Social Sciences). The electronic banking service was represented by security, system availability, ease of use, reliability and responsiveness. The result of the study indicates that a significant proportion of the sample respondents e-banking services like POS and Internet banking services potential were not adequately used by customers and the major problem that customers experienced on mobile banking was the lengthy steps in processing transactions. Based on the overall score value, it is possible to conclude that the Internet banking service, which was used by very small proportion of customers, was moderately satisfactory to the customers using the service. Finally, it is possible to suggest that serious measures has to be taken on the ICT and power supply infrastructure, as well as liberating network providers, banks updating their softwares and NBE re-establishing a legal framework on the usage of e-banking services. Last but not least, the National Bank of Ethiopia as the regulatory body of the financial sectors of the country, together with the banking sector stakeholders has to enforce banks to update and modernize their technology in order to satisfy the users of the electronic banking.
Determinants of Customer Satisfaction on Electronic Tax Payment of Selected Branch Office of Ethiopian Revenues and Customs Authority (ERCA)
(A.A.U., 2019-10) Hewan, Tedla; Yitbarek, Takele(Dr.)
The purpose of this study was to identify the factors of customer’s satisfaction on online tax payment system of ERCA large taxpayer’s branch office. The study prepared to obtain a better understanding of the e-tax filing system and the user’s feedback or their perception on the system. To this end system quality, information quality and service quality were the independent variables and customer satisfaction is a dependent variable. Three research questions and six hypotheses developed to address the research objectives. A correlation and multiple regression analysis reveals that, the all hypothesis that information quality, system quality and service quality has an effect on customer satisfaction of online tax payment system are accepted. In line with the hypothesis, the regression result shows that all the independent variables have a positive significant effect. Positive and significant values in the coefficients indicate that all three independent variables namely; information quality, service quality and system quality have positive effect towards customer satisfaction in online tax payment system. Based on the finding investigated the ERCA should be give high emphasis and improving the information quality, service quality and system quality of online tax payment system in order to meet customer satisfaction as well as to increase users in the future.

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