Executive Master of Business Administration

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A Case Study Approaches to Explore the Challenges of Local Pharmaceutical Manufacturer in Ethiopia
(AAU, 2024-09-08) Solomon Getachew; Ethiopia Legesse (PhD)
The growth of the manufacturing sector contributes to an increase in the overall factor productivity and competitiveness of the economy, with a cascading effect up and down the supply chain. Although the manufacturing sector offers a path to long-term economic progress, its expansion is not without obstacles. The current study by using the qualitative method of approach was explore the challenges faced by the pharmaceutical manufacturer found in Ethiopia. Data was collected through key informant interview and focus group discussion by enquiring different stakeholders in the industry and key personnel of the manufacturers. The study subject was identified and choose by purposive sampling. Thematic analysis was used for the transcribed interviews and FGD replies, while manual transcript analysis was also done. Based on the findings, the main challenge for domestic pharmaceutical manufacturer that are currently affecting their business are Shortage/lack of hard currency, unavailability of domestic active and inactive raw materials manufacturer, lack of sustainable financing, shortage working capital/access to finance, problem related with plant infrastructure, weak marketing structure, and lack of research and development capacity. The root cause for the mentioned challenges is mainly absence of cognizance about sector by the administration, poor coordination among different stakeholders, poor export performance made by the country. The study also explored that the methods used by the companies to tackle the above problems. Ethiopia's pharmaceutical industries are running well below their potential, and their average capacity is getting smaller over time. Various internal and external challenges can be attributed to this decline in capacity utilization
A Case Study Approaches to Explore the Challenges of Local Pharmaceutical Manufacturer in Ethiopia
(AAU, 2024-09-08) Solomon Getachew; Ethiopia Legesse (PhD)
The growth of the manufacturing sector contributes to an increase in the overall factor productivity and competitiveness of the economy, with a cascading effect up and down the supply chain. Although the manufacturing sector offers a path to long-term economic progress, its expansion is not without obstacles. The current study by using the qualitative method of approach was explore the challenges faced by the pharmaceutical manufacturer found in Ethiopia. Data was collected through key informant interview and focus group discussion by enquiring different stakeholders in the industry and key personnel of the manufacturers. The study subject was identified and choose by purposive sampling. Thematic analysis was used for the transcribed interviews and FGD replies, while manual transcript analysis was also done. Based on the findings, the main challenge for domestic pharmaceutical manufacturer that are currently affecting their business are Shortage/lack of hard currency, unavailability of domestic active and inactive raw materials manufacturer, lack of sustainable financing, shortage working capital/access to finance, problem related with plant infrastructure, weak marketing structure, and lack of research and development capacity. The root cause for the mentioned challenges is mainly absence of cognizance about sector by the administration, poor coordination among different stakeholders, poor export performance made by the country. The study also explored that the methods used by the companies to tackle the above problems. Ethiopia's pharmaceutical industries are running well below their potential, and their average capacity is getting smaller over time. Various internal and external challenges can be attributed to this decline in capacity utilization
A Study of Financial Performance of Private Banks; Evidence from the Case of Selected Private Banks in Ethiopia
(A.A.U, 2023-07-08) Araya Getachew; Demeke Chimdessa (PhD)
Evaluating the technical and operational efficiency of banks is a key consideration to assess the performance of banks. Besides making sure optimum level of capital, achieving enough liquidity and allowing appropriate expense management are the key determinant of financial performance of banks. In various studies different methods are applied to evaluate banks’ performance. The most common method of financial performance measurement is based on balance sheet and income statement analysis. The main purpose of the study at hand is to evaluate the financial performance of the selected dominant private Banks in the Ethiopian financial market. The study further provided evidence of how the dominant private bank has been financially performing over the course of 10-yearperiod. Audited annual reports from online resource of a total of three dominant private banks covering the year 2013 to 2022 were used in the study. This study applies analytical tools by using ratio analysis and panel data using regression equation based on audited financial statements. The research found out that according to financial ratio analysis tools Awash bank showed a highest performance in the ratios for the period whereas Dashen bank performed better than Abyssinian bank during the period. Furthermore, on both panel fixed model estimations of log of return on asset and Log of return on equity, Liquidity Management and Management efficiency in log form are explanatory variables that are major determinants.
An Assessment of Employee Performance Management System Practice -Case of The Commercial Bank of Ethiopia
(AAU, 2024-02-20) Niftalem Mengistu Yimenu; Dejene Tulu (PhD)
The case study evaluates the employee performance management system of the Commercial Bank of Ethiopia (CBE), aiming to identify challenges and assess practices, and awareness among managers and employees. Adopting descriptive research design, utilizing quantitative and qualitative research approaches via survey, both primary and secondary data were collected through structured and unstructured interviews with 34 line managers and 127 non-managerial employees. The data was analysed using descriptive statistics of mean, standard deviation, and correlation using SPSS version 26 software. The study examines six variables covering various stages of the performance management system. CBE, a major player in the banking sector with a large workforce and extensive branch network, emphasizes contemporary HR practices for strategic execution. With the assistance of an international consultant, the bank implemented the performance management system. The study recommends several areas for improvement, including Providing appropriate and timely training to staff regarding the various aspects of the performance management system. Establishing a system to track and document performance data. Encouraging and fostering a culture of coaching and feedback within the organization. Revision of metrics and performance standards to minimize subjectivity, impreciseness, and inappropriateness. giving managers and staff the tools, resources, and information they need to become more involved and take responsibility of their work. Expressing the performance management system's overall consequences in a straightforward manner. The bank can improve this system's efficacy and bring it closer to line with its strategic goals by taking care of these issues.
An Assessment of The Leadership Practice of Bunna Bank Leaders
(A.A.U., 2023-06-10) Medhanit Fekade; Habtamu Endris (PhD)
Leadership regulates whether an association, a country or a collection will accomplish its goals and also gratify the admirers’ desires. Consequently, the objective of this investigation was “to assess of the Leadership Style of Bunna Bank leaders”. In order to encounter the purposes of this research, the examination was undertaken using qualitative technique and the associations planned in the outline was analyzed using descriptive statistics research technique. The intended population of this research was employees of Bunna Bank S.C headquarter and selected branches, with 278 populations. Stratified random sampling technique was used to select 260 employees’ respondents. The primary data was collected from the sampled population of the Bank by using Likert scale type questioner as measuring instrument. The collected data was analyzed using descriptive statistics, by Statistical Package for Social Sciences (SPSS) 22 version. The major variable of the investigation is the exercise of management style i.e., transformational leadership, transactional leadership, and laissez Faire leadership in the Bank. The examination found that the leadership style in place by leaders of Bunna bank inclines to be a combination of the aforementioned three major leadership styles. The leadership approach has significant contribution for employees’ performance. Leader using the transactional leadership style the leadership approach applied by Bunna Bank incline to be further of transformational though there is a sentimentality of a laissez-faire and transactional at periods. Furthermore, the study has also exposed that there is a combination of supplementary leadership styles detected
Analysis of Startups and the Role of Incubators: the Case of Selected Firms in Addis Ababa
(AAU, 2024-02-20) Bethelhem Tekalegne; Asres Abitie (PhD)
This paper is intended to analyze the startup ecosystem in Addis Ababa and the role incubators play. It started with determining factors that affect the success of startups, measurement of success for the startups, and the moderating role of incubators based on literary articles by different scholars in the field. A model incubating firm, iceaddis is chosen to collect data on incubated startups. 159 responses are collected from 90 incubated startups in different sectors. Explanatory and Descriptive research designs are applied and a Five-point Likert Scale questionnaire is used to record responses. The questionnaire mainly contains questions related to factors affecting the success of startups which is measured by a) access to finance b) business model c) marketing strategy d) quality of product or service provision e) management skills and f) government policy, the next set of questions are related to the measurement of success for the startups, finally the role of incubators is tried to be captured with various questions. The data gathered is then entered into SPSS for analysis. Descriptive and Inferential statistics, classic linear regression model, and moderated regression are used to do further analysis. The final result suggested that all the success factors and moderator has a positive relationship with the success of startups. However, a significant relationship can not be proven between the two variables; quality of product or service provision and government policy with the success of startups. On the other hand, the moderating role of incubator is proved with the significant increment of explanatory power of the factors to the success of startups.
Analysis of the Service Delivery and Customer Satisfaction of the Card System Users of the Ethiopian Electric Power
(A.A.U, 2022-03) Girma, Rebecca; Abitie, Asres (PhD)
The objective of this study was to analyze the service delivery and customer satisfaction of the card system users of the Ethiopian Electric power. The conceptual framework was designed by considering service quality & prepaid meter as an independent variables and customer satisfaction as dependent variable. To achieve the objective, five research questions and eleven hypotheses tests were formulated. The study adopted a survey research design as it entails the collection of primary data to answer questions concerning the determinants of customer satisfaction and service quality of the prepaid meter of EEPCO in worda 3 area. In order to check the reliability and internal consistency of the questionnaire, cronbach’s alpha was tested. The data were obtained by closed-ended and open ended questionnaires. The study took 4130 target population with sample of 365 respondents, out of which 340 (93.1%) were returned. The data were analyzed using SPSS (version 21). Both Descriptive and inferential statistics were used to analyze the data and interpret results. Pearson Correlation analysis shows that there was statistically significant positive relationship between all selected independent variables and dependent variable. Moreover, the regression result revealed most of the dimensions measuring the customer satisfaction of EEPCO were found to have their own significant effect except customer handling, empathy and tangibility. In regards to the results of regression analysis, it can be concluded that 74% of the variation in the customer satisfaction of EEPCO customers can be explained by the prepaid meter and the service quality dimensions. Based on the research findings and research conclusions, the institution should observe its service quality and prepaid meter dimensions and should come up with appropriate service delivery standards to satisfy its customers. Key words: Customer Satisfaction, Service Quality, Electricity, EEPCO, Customer handling, Bill collection, Service recovery, Complaint handling, Organizational climate, Reliability, Responsiveness, Empathy, Tangibility and Assurance.
Analyzing the Factors Influencing Consumer Adoption of Mobile Payment Technologies: In the Case of Tele-birr
(A.A.U, 2024-06-11) Mulugeta Tsegaye; Meskerem M. (PhD)
This study sought to investigate the factors influencing consumer adoption of Tele-birr. Quantitative research approach was utilized, which included surveys and data analysis. To attain representativeness by random sampling, a convenience sampling approach was employed with a sample size of 385 individuals. Data was gathered via an online survey questionnaire delivered via Google Forms. A model based on the Extended unified theory on acceptance and use of technology was developed to link the key variables. Multiple regression analysis was used to test the hypotheses. This study used a modified Extended unified theory on acceptance and use of technology framework and identified Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI), Facilitating Conditions (FC), Perceived Value (PV), and Perceived Knowledge (PK) as critical factors that positively influence customer adoption of Tele-birr. These research findings are useful for mobile payment service providers, legislators, researchers, technology developers, and financial institutions alike. Understanding the individual elements that drive consumer adoption of Tele-birr can help lead the creation of effective tactics to promote its use and expedite the wider adoption of mobile payment technology.
Applicability of Business Failure Prediction Models to the Insurance Sector of Ethiopia
(2018-02) Tibebu, Girma; Degefe, Duressa (PhD)
The bankruptcy of insurance companies recorded in different parts of the world sends messages to interested stakeholders of insurance companies operating in Ethiopia to utilize the existing verified models or to develop new models of business failure prediction so as to identify and manage potential business failure risk in the insurance sector. Two global and two local accounting-based statistical models developed with MDA (Multiple Discriminant Analysis) are examined in this study to determine their applicability to the insurance sector of Ethiopia. The selected models are: Altman’s Z’’-score model developed in USA, Springate’s model developed in Canada, Wondim’s Model developed in Ethiopia on Public Enterprises, and Fufa’s Model developed in Ethiopia on Private Enterprises. Fourteen out of 16 insurance companies operating in Ethiopia for the recent five years of 2012 to 2016 are sampled for the study. The prediction accuracy in correctly identifying non-bankrupt insurance companies of the country for year 2017 is calculated for each of the four models. The research found out that, from the four models studied, only the adjusted Altman’s Z’’- score model has satisfactorily predicted non-bankrupt insurance companies of the country, with accuracy rates of 85.71% for prediction made two-years prior to the year prediction is made for (2017). The applicability of the remaining three models to the Ethiopian insurance sector is not supported by the study as the maximum prediction accuracy achieved by the models is 28.57%. It is suggested that Altman’s Z’’ score model be considered as an instrument in prediction of business failure risks in the Ethiopian insurance sector, and recommendations are provided on further studies that need to be made to identify bankruptcy prediction models specifically appropriate to the insurance sector of the Ethiopia.
Application of Data Driven Decision Making in Case of Zewditu Memorial Hospital Antiretroviral Therapy Client Management
(AAU, 2024-01-10) Mamo Edris; Mesfin Fikre (PhD)
In today's dynamic business landscape, leveraging big data analytics is essential for gaining competitive advantages. However, despite the abundance of data in the healthcare sector, particularly in developing nations like Ethiopia, there remains a notable gap in comprehensive data analysis and decision-making. This study focuses on analyzing the Antiretroviral Therapy (ART) client data from Zewditu Memorial Hospital to uncover hidden insights spanning several years. By employing a quantitative and exploratory research framework, the study integrates Business Intelligence and Data Mining methodologies to investigate the impact of data-driven approaches on patient care quality, resource optimization, and operational efficiency within ART client management. Utilizing visualization techniques through Power BI and predictive modeling with electronic patient information, the study yields concrete results that unveil patterns and trends, offering invaluable insights for predicting treatment outcomes. These findings are anticipated to not only advance academic understanding but also provide practical guidance for care providers, emphasizing the crucial role of data-driven decision-making in optimizing ART client management processes.
Assesment of Risk Management Practices and Construction Project Performance: Contractor’s Perspective
(A.A.U, 2024-06-27) Tsion Merete Getahun; Amare Abawa (Phd)
This study explores the effects of risk management practice on construction project performance within the Ethiopian context. Despite the crucial role of risk management in ensuring project success, the construction industry in Ethiopia faces challenges in cost and schedule management, partly due to ineffective risk mitigation measures. Utilizing a quantitative methodology, the research examines responses from primary contractors in Ethiopia. Employing an explanatory research design, the study seeks to establish causal links between risk mitigation strategies and project performance. Data was collected through a self-administered questionnaire from 94 participants through purposive or selective sampling techniques. The study assesses factors such as contract selection, initial budget and schedule planning, contingency allocation, subcontractor selection, and coordination with local authorities and health initiatives. Quantitative analysis, which is descriptive analysis, is employed to evaluate the impact of each risk management practices. The results indicate that early planning of budgets and schedules significantly improves project performance, while safety-related strategies and contract selection show minimal influence. The study concludes by advocating for well-prepared initial resource allocation plans and suggests the necessity for further research to delve deeper into the effects of risk management strategies on project success.
Assessing Freight Forwarding Practices Related to Logistics Performance: The Case of Ethiopian Shipping and Logistics
(A.A.U, 2024-06-04) Tamiru Admassu; Demeke Chimdessa(PhD)
The main objective of this study was to assess freight forwarding practices related to logistics performance in the case of Ethiopian shipping and logistics. The study employed both qualitative and quantitative research approaches. The study also employed descriptive research design. Out of the entire population (499 study organization personnel), a sample size of 222 was determined. Of the 222 respondents, 195 filled out and returned the questionnaires; 88% of respondents responded. Data analysis was conducted using the statistical software SPSS 26. The research conclusion indicated that the logistics performance of Ethiopian Shipping and Logistics is negatively influenced by supply chain security, logistics complexity, and land lockedness factors. It is recommended that Ethiopian Shipping and Logistics and other participants in the country's freight forwarding industry benefit if they develop and put into practice appropriate strategies by assigning the required resources and emphasizing factors related to supply chain security, land lockedness, and logistics complexity, and they could play a major role in raising the nation's Logistics Performance Index (LPI) in international trade. There is an opportunity that the study will fill a lot of information and knowledge gaps about Ethiopia's freight forwarding sector.
Assessing the Challenges of Indirect Sales Channel Management: The Case of Ethio telecom
(Addis Ababa University, 2018-06) Wondwossen, Wondimu; Ethiopia, Legesse (PhD)
The purpose of this study is to assess the challenges of indirect sales channel management in ethio telecom. Channel management is about selecting and motivating the intermediaries and to evaluate their achievements (Kotler & Armstrong, 1999; Jobber, 2001), further complements with the issues of training and managing conflicts between producer and intermediaries is important. Ethio telecom distribute it products through indirect channel, although the distribution channel plays an important role in the company the distribution channel management has challenges. Therefore, this study aims to reveal the core distribution management challenges in practicing distribution management elements: Selection process, motivation, training, evaluation and conflict management. The study utilizes both quantitative and qualitative research approaches and descriptive research design. For selecting sample simple random sampling technique is used, in that ethio distribution related staffs and distributors staffs are participated. The total sample size is 141. In terms of questionnaires administered, 141 respondents have received the questionnaire, and 123 (87%) have returned the filled out questionnaire. Data analysis is performed by using descriptive statistics. IBM SPSS statistical software version 20 is used. In addition, to fill the questionnaires gap, data was collected by conducting interview research. The result of the research identified that the distributor selection process lacks contract that convince partners, motivating partners with bonuses, rewards, support on trade fairs are shortage of the channel, there is improper handling on conflict management and the training investment has less attention, from identified challenges improper handling of conflict can damage the company since the collusion bring malfunction of both the principal and the partner. Hence as the distribution channel is significant contributors for the company revenue and sales it needs to work on identified gaps. The study finding can have implications for further research and policy.
Assessing the Role of Service Quality on Customer Satisfaction using SERVQUAL: The Case of MOENCO Vehicle Maintenance and Repair in Addis Ababa Branch
(Addis Ababa University, 2019-06) Abey, Assefa; Yohannes, Workaferahu (PhD)
To be successful, organizations must look into the needs and wants of their customers. Customer satisfaction is important because many researches have shown that customer satisfaction has a positive effect on an organization’s profitability and leads to a competitive advantage. In the service sector it is not only what the customers get, but what they experience that is more important. The main objective of this study is to assess the role of service quality on customers’ satisfaction for the case of MOENCO vehicle repair and maintenance services at Addis Ababa Branch. Data was collected from 372 service customers through questionnaire from the different customer segments at the location. The limitations are that it was done at a particular point in time and needs to be done at regular intervals to develop trends. The techniques of analysis used in this study are descriptive (frequency, percentage, mean and standard deviation) and paired t test for validity and Cronbach’s test for reliability. SERVQUAL’s 5 service determinants were used and customers expectation versus actual were measured for each of the determinants. Results indicate that customers were satisfied with the empathy, responsiveness and reliability dimensions, while they were dissatisfied with the tangibility and assurance dimensions. The ranking they gave with regards to importance is 1st-Tangibilty, 2nd Assurance 3rdReliabilty, 4th Responsiveness and 5th Empathy. By working to close the gaps where the perceptions were below the expectations in the different service quality dimensions MOENCO can improve its customer satisfaction.
Assessment of driving factors, transition intention and constraints of urban informal economy: the case of street vendors in Addis Ababa city administration
(Addis Ababa University, 2018-12) Edmealem, Esubalew; Tsegabrhan, Mekonen (PhD)
The informal economy plays an important, yet often overlooked, role in economy throughout the world. Informal activities can provide a much needed source of income for a great number of people. At the same time, informality motivated by regulatory distortions, tax evasion, or in the pursuit of illegal activities can be a development trap that deprives governments of needed funds and leaves participants without legal protection. The main aim of this study has been to assess the driving factors, transition intention and constraints of urban informal economy, the case of street vendors in Addis Ababa city administration. The informal economy is an important part of economic, social and political life in most developing, as well as some developed economies. To understand the contribution of informal economy to employment opportunity and GDP, several scholars have conducted researches on informal economy focusing on the causes and constraints at international and national level. This study used a qualitative research method. Questionnaire and in-depth interview were used to gather pertinent data for the study. The collected questionnaire survey data were analyzed using SPSS version 22 software. The researcher has taken 198 street vendors purposively for survey questionnaire and the sample size calculated using sample size determination formula for unknown population size. In-depth interview was also conducted with selected street vendors. Descriptive statistics such as percentages, frequencies and tables are used to analyze and present the data. The study found that the main factors determining the reason in the informal sector are unable to fulfil criteria of formal sector and lack of capital to start formal business. Street vendors also have transition intension to formal sectors. The study reveals that informal sectors are source of income for the poor or means of employment and also it is a base for formal sector. This study shows that the majority of the street vendor’s constraint was shortage of capital and low price for products. As recommendation, the government should give much emphasis on rural job opportunity for youth to reduce rural to urban migration and informal sectors. In addition, provide financing opportunity to those who do not have capital to start formal business.
Assessment of Corporate Governance Practices in the Ethiopian Insurance Industry (The Case of Selected Four Insurance Companies)
(Addis Ababa University, 2018-05) Solomon, Wolde; Ethiopia, Legesse (PhD)
It is the separation of ownership and control that produced the concept of corporate governance. Since governance is the centre point for corporate success, it needs the attention of all stakeholders. Unless given a focus it deserves in managing a business, it may result undesirable long term consequences. In the current business set up, Insurance Companies are among the industries that are implementing the concept of corporate governance in the context of Ethiopia. Due to the sensitivity nature of the business and an irreplaceable role these companies play in the macro economy of a given country, poor corporate governance practice may have a macroeconomic impact that could potentially affect the whole economy. As a result, this research paper was prepared with the objective of assessing and understanding the level of corporate governance practice in Insurance Companies in Ethiopia in light of National bank of Ethiopia‟s Directive and OECD principles, so as to improve the understanding of various stakeholders and also to shed light on the adoption of best practices and principles into the country‟s corporate governance system. Major components like board of directors, shareholders, Executive directors, supervisory organ and disclosure, were taken as major assessment concepts. A questionnaire prepared addressing these concepts were distributed and related documents were also reviewed. The data collected were analysed using SPSS application. The results show that, Insurance Companies in Ethiopia are in good corporate governance foundation because of the regulatory organ strict supervision on each and every action of the market. However, some important and critical manifestations of good corporate governance are lacking both from regulatory side and from the Companies side that would promote the practice some steps higher. This will have impact on the existing knowledge of the practice and further policy measures should be updated and enhanced.
Assessment of Correspondent Banking Relationship: The Case of Commercial Banks in Ethiopia.
(A.A.U, 2024-07-03) Lissan Getachew; Lakew Alemu (PhD)
The study aimed to assess the assessment of correspondent banking relationships of Ethiopian commercial banks with their foreign correspondents. A purposive sampling method was used to select four representatives from each commercial bank, resulting in a total of 120 respondents. Additionally, two national bank experts were interviewed. The study employed both qualitative and quantitative data and applied descriptive and inferential analysis. The findings revealed that Ethiopian commercial banks face significant challenges in establishing and maintaining correspondent banking relationships, which impacts their ability to provide comprehensive international banking services and efficiently meet customer demands. Addressing these challenges requires proactive measures from both Ethiopian banks and regulatory authorities like the National Bank of Ethiopia (NBE) to enhance trust, compliance, and efficiency in correspondent banking operations. The NBE's approach to correspondent banking relationships appears to be passive and lacking in proactive measures to support local banks. The absence of clear directives, limited involvement, and lack of supportive mechanisms highlight areas where the NBE could enhance its role in facilitating and regulating correspondent banking activities for the benefit of Ethiopian banks and the broader financial system. To resolve the identified problems, the researcher recommends the following: Strengthen relationships with existing African correspondent banks while exploring new opportunities within the continent to enhance transaction efficiency, Proactively seek to establish more correspondent banking relationships in North America and Europe to diversify the network and reduce reliance on intermediary banks, Enhance compliance with international regulations to mitigate the risk of relationship terminations by foreign banks, Establish regular communication channels with foreign banks to understand their concerns and demonstrate proactive measures taken to address them, Negotiate for more favorable terms and reduced fees with correspondent banks to lower transaction costs, Implement automated systems for compliance to ensure continuous and accurate adherence to international regulations, The NBE should take a more active role in supporting local banks in establishing and maintaining correspondent banking relationships, Foster trust and confidence among foreign banks through transparency, reliability, and consistent performance and Advocate for sound policy solutions that address the consequences of de-risking and support sustainable correspondent banking relationships.
Assessment of credit management practice at united bank S.C
(Addis Ababa University, 2018-06) Hable, Asrat; Sewale, Abate (PhD)
Sound credit management is a prerequisite for a financial institutions stability and continuing profitability, while deteriorating credit quality is the most frequent cause of poor financial performance and condition. These research asses the practice and effectiveness of credit management in united bank s.co. Therefore the purpose of undertaking this study is to explore the credit management practice in united bank s.co and to see the possible factor that influence the credit management activity of the bank and to suggest possible solution for those factor affecting the bank credit management process negatively. For the purpose of the study both primary and secondary data is used. Primary data is collected using semi structured questionnaire and interview. The secondary data is collected from the bank’s audited annual reports(2013-2017), directives, credit policy and procedure of the bank and bulletins of the bank. Based on the nature of the study the research design is descriptive with a qualitative research method. Descriptive statistical tools are used to analyze the data collected. Hence, the nature of the Study is descriptive. The research found that lack of credit follow up by branches, lack of information system to support the credit risk grading system of the bank, branches negligence to the credit policy and procedure of the bank when exercising their discretionary lending limit, will full default by borrower, borrower lack of knowledge on loan usage, fund diversion for unintended purpose, and centralized decision making by the bank influence the attainment of successful credit management at united bank s.co. Also on a positive note the banks credit policy and procedure is in line with NBE’s rules and regulation. Also for the year under consideration the bank NPL to Term loan ratio is under 5% which is set by the NBE. Finally based on this findings recommendations are given. These includes keeping up with the current portfolio quality, to strictly adhere & implement the banks credit policy and procedure, to take up pre-audit a part of the credit analysis process, managing the length of hour it take to process one loan request.
Assessment of Customer Contact Center Performance in the Commercial Bank of Ethiopia
(Addis Ababa University, 2019-06) Fekadu, Kidanemariam; Tilahu, Teklu (PhD)
Assessment of Enterprise Risk Management Practices in the Ethiopian Insurance Sector
(Addis Ababa University, 2018-06) Bisrat, Gugsa; Zewdie, Shibre (PhD)
In a world full of uncertainties insurers around the globe are using risk management practice as a competitive advantage to stay ahead of their market. As a sector that provides insurance service for different risk exposures, the Ethiopian insurance sector has to benefit more from enterprise wide risk management. This research is an effort to reveal the current risk management practice prevailing in the Ethiopian insurance sector. Thus, the objective of this study is to assess the enterprise wide risk management practice in the Ethiopian insurance sector by identifying the nature, structure and objectives of the practice, review the risk management process in the sector, assessing the level of knowledge and the level of risk frequency, severity perceived for each risk along with insurers risk management ability to mitigate each risk. In addition the study seeks to understand the functions, benefits and challenges encountered in the practice. The study used a descriptive method of research where both primary & secondary data were used for analysis. A sample of eight insurance companies namely Ethiopian Insurance Corporations, Africa Insurance Company S.C, Nile Insurance Company S.C, The United Insurance Company S.C , Nib Insurance Company S.C, Abay Insurance Company S.C, Berhan Insurance Company S.C and Lucy Insurance Company S.C were selected from an entire population of 17 insurance companies in the sector using a probabilistic sampling technique known as stratified random sampling. Subsequently the study used questionnaire survey method to gather primary data from entire population of top, middle level management members of selected insurers as well as randomly selected first level management members while interview method was used for gathering primary data of board members’ views. In addition, secondary data such as financial statement and different National Bank publications were used to supplement the data collected from primary source. As a result it is found that the main function of risk management in the sector is compliance with standard rather than a strategic and competitive advantage. The study has identified a weakness in defining a clear risk appetite that is aligned with the organizations strategic objectives. The study also identified the lack of skill and experience specific to risk management in addition to the weakness over risk quantification phase of risk management practice of insurers. Thus, in order to make effective and efficient management decision based on risk adjusted returns the practice of risk management should be supported through continuous trainings, workshops and panel discussions that involve all staff members of insurers from different levels. Similarly risk management should be understood very well particularly by board of directors and top level managers who should implement ERM in a desired way for the desired purpose.

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