Management Specialized in Quality Management and Organizational Excellence

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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.
Analysis of Financial Status of Selected Commercial Banks in Ethiopia: An Examination of Capital Growth Over the Past Ten Years
(AAU, 2024-03-05) Tsion Gizachew; Mesfin Fikre (PhD)
This study investigates the financial performance of eight commercial banks in Ethiopia over the period from 2013 to 2022 using the CAMEL method. The primary aim is to examine the capital growth trend through CAMEL variables on return on assets (ROA) and ranking the banks based on their individual financial performances. The study adopts a positivist research methodology due to its adaptability in studying pattern for quantitative techniques to achieve a comprehensive understanding of the subject. In this research, the CAMEL framework serves as the foundation, with the performance measure of ROA and CAMEL. The study emphasizes the importance of banks focusing on increasing total assets by mobilizing deposits and efficiently converting them into loans. Notably, the research suggests that total asset size is a determinant factor in enhancing return on assets. This thesis contributes to the existing body of knowledge by shedding light on the specific CAMEL variables that significantly affect financial performance in the Ethiopian banking sector. The findings provide actionable insights for banks to optimize their operations, enhance asset quality, and ultimately improve profitability
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.
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.
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.
Determinants of Credit Risk Management Effectiveness in Private Commercial Banks in Ethiopia
(A.A.U, 2022-03) Mitiku, Tilahun; Teklu, Tilahun (PhD)
Risk management involves a set of tool and models for measuring and controlling risk. There is a research gap in risk understanding, risk identification system, risk assessment and analysis, risk monitoring system, and risk evaluation determinants in the Ethiopian context in general and in the study area in particular. The main objective of this study is to examine determinants of credit risk management effectiveness in Ethiopian private commercial banks in Addis Ababa city. A quantitative research and explanatory research method is used. The data was collected using self-administered close ended structured questionnaires from 166 respondents by using nonrandom sample technique called convenience sampling technique. Descriptive statistics and multiple linear regressions were used for analysis. Assumptions are tested to check the appropriateness of multiple linear regressions for analysis. The descriptive statistics result of (risk understanding, risk assessment and analysis, risk monitoring system, and risk evaluation) mean score is high which is above the mean score of point 3 and risk identification system has medium value. The multiple regression analysis result revealed that the four predictors risk understanding, risk identification system, risk assessment and analysis, and risk evaluation have significant and positive coefficient of beta values indicating that they have positive effect on credit risk management effectiveness under the study while one predictor risk monitoring system has insignificant alpha valve which indicated that it has no any effect on credit risk management effectiveness under the study. It is recommended that the managers of each bank had better to maintain current established risk management techniques and that employees are expected to perceive in the bank; the management of each bank also set up proper risk identification mechanism to minimize occurrence of high risk in the bank; they had better asses and analysis their effectiveness related to loan and repayment performance in the bank ; each private commercial bank in Ethiopia had better continue the timely evaluation of financial risks to find out measurements to be taken in order to maintain safe balance of loan in the bank. Key Words: Credit risk management effectiveness, Risk understanding, risk identification system, risk assessment and analysis, risk monitoring system, and risk evaluation
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.
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.
Effect of Total Quality Management (TQM) Practice on Organizational Performance in the Case of Buna Insurance SC
(A.A.U, 2022-01-28) Abebe Mandefro; Amare Abawa (PhD)
The main purpose of this paper was to investigate the effect of Total Quality Management prac tices on organizational performance the case of Buna insurance S.C. The study was explanatory research design and the resurcher used quantitative research approach. The sample size of 106 respondents was drawn using Purposive sampling technique. The study findings of correlation and regression analysis showed that all constructs of total quality management (employee’s empowerment, top management commitment, continuous empowerment and work process approach) were positively and significantly affect organizational performance and customer focus has insignificant effect with relation organizational performance. The findings of linear regressions analysis showed that the observed changes in organizational performance attributed by the elements of total quality management practice is 75.7% (r2=0.757). These study also reveals from five major elements of total quality management practices, to fill the gap of explaninig how to affect the organizational performance in the case of buna insurance share company.
The Effect of Performance Management System on Employees' Job Satisfaction: The Case of Ethiopian Airlines Group Maintenance, Repair & Overhaul Strategic Business Unit
(A.A.U, 2021-10) Gadissa, Alemayehu; Workaferahu, Yohannes (PhD)
The aim of this thesis was to examine the effect of performance management system on employees’ job satisfaction: the case of Ethiopian airlines group maintenance, repair & overhaul strategic business unit. The study used explanatory also known as causal research method to understand the causal relationship between PMS & JS. To analyze the relationship, the researcher adopted both quantitative & qualitative research methods. Among 350 sample employees, 298 which is 85.14% employees returned properly answered self-administered questionnaire distributed using the stratified random sampling techniques. The IBM SPSS version 26 is used in the study to analyze & present the descriptive & inferential statistics. The correlation analysis result indicated that the three stages of PMS: PP, PE & PR have statistically significant positive relationship with employees’ job satisfaction. The regression analysis result of adjusted R2 which is the degree of association between stages of PMS & JS revealed that 60.3% of variation in JS is explained by the change in PMS. The study also found that employees are not satisfied with the current performance monitoring, feedback, performance based benefit distributions, practical application of PMS & its appeal process. In these areas, the researcher forwarded recommendations to the airline to take remedial actions focusing on the important stages of PMS so as to increase employees’ JS which ultimately make them asset for the company. Key words: performance management system, employees’ job satisfaction, performance planning, performance evaluating, performance rewarding.
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.
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.
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.
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.
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.
Human Resource Management Practices and Turn Over Intention: The Mediation Effect of Career Satisfaction in Case of National Bank of Ethiopia
(A.A.U, 2022-04) Yeshealem, Yilkal; Alemu, Lakew (PhD)
The major goal of this study was to see if career satisfaction had a mediating influence on the link between HRMP and employee turnover intentions at the National Bank of Ethiopia. A quantitative research approach employed to conduct the study, and structured questionnaires were adapted from previous research studies. The questionnaires were completed by 272 target respondents out of 279 totals. Explanatory research designs and descriptive and inferential statistics used to examine the relationship between the variables. The study's data was then analyzed using the Statistical Package for Social Science (SPSS) 25.0 statistical tool, which included a variety of statistical methodologies and test approaches (i.e. frequency distribution, correlation regression, ANOVA, t-test,). HRMP, Career satisfaction, and Employee Turnover Intention questionnaires were all collected using Likert scales, and their Reliability coefficients were 0.919, 0.880, and 0.937, respectively. In NBE, the levels of HRMP and career satisfaction were poor, although the level of employee turnover intention was modest. The Pearson correlation coefficient demonstrated that HRMP, Career satisfaction, and employee turnover intention have a substantial relationship. Career satisfaction partially mediates the association between HRMP and turnover intention, according to the results of the current study's path analysis. Regulatory agencies and NBE directors must place a high priority on employees' HRMPs in order to increase their career satisfaction and, as a result, reduce their intention to leave. Keywords: HRM Practices, Employees Turnover Intention, Career Satisfaction.
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.
The Mediating Effect of Job Satisfaction on the Relationship between Career Development and Employee Turnover Intention: A Case in Commercial Bank of Ethiopia
(A.A.U., 2019-10) Mulugeta, Estifanos; Lakew, Alemu (PhD)
The objective of this study was to assess the mediating effect of job satisfaction in the relationship between career development and employee turnover intention of commercial bank of Ethiopia. A total of 396 questionnaires were distributed to employees of CBE. From the distributed questioners 387(97.73%) were collected and used in the data analysis. Likert scales were used for data collection which contains career development, job satisfaction and employee turnover intention questionnaires and their Reliability coefficient was 0.973, 0.819 and 0.924 respectively. The study used a cross sectional survey with descriptive and explanatory research design that uses a quantitative research approach. Results of the level of Career development and job satisfaction were low in CBE, however, the level of employee turnover intention in CBE is moderate. The result in the Pearson correlation coefficient revealed that there is a significant correlation between career development, job satisfaction and employee turnover intention. The path analysis result of the present study also shows that job satisfaction partially mediates the relationship between career development and turnover intention. T-test and one-way ANOVA were used to compare the different sub groups of employees based on demographic and organizational variables. The difference in employees gender have no significant impact on career development, job satisfaction and employee turnover intention. The different groups of employees on the bases of age group, education level, tenure and position/job level have significant difference on employee’s perception of career development, job satisfaction and employee turnover intention. Regulatory bodies and Managers of CBE shall give due emphasis to employees’ career development so that employees’ job satisfaction level would be escalated and hence, their turn over intention would be diminished.
The Mediating Role of Employees Training in the Relationship between Organizational Culture and Employees Commitment: The Case of Hidassie Telecom Share Company
(A.A.U., 2019-10) Eyerusalem, Ajibew; Lakew, Alemu (PhD)
The purpose of this study was to investigate the effect of employee’s trainings as a mediating role on the relationship between organizational culture and employee’s commitment in Hidassie Telecom private Share Company. The study adopted the quantitative research method and a systematic sampling method was used. The data was collected using questioners from 125 (80.8% response rate) from the head offices and three districts of HTSC on Addis Ababa. The obtained data was analyzed using the statistical package for social science (SPSS) by means of descriptive and inferential analyses. The result of this study indicates that majority of the respondents agreed that the company culture is hierarchical culture which emphasize more on rules and policy in order to accomplish its purpose. The correlation result shows that the relationships between three variables of the study such as organizational culture, employee’s commitment and employees training were positive and moderate. And adhocracy culture has significant and positive correlations with both employees training as well as employee’s commitment. Moreover, out of the four facets of organizational culture clan, adhocracy, market and hierarchical cultures employees training was partially mediate the relationship between adhocracy culture and employee’s commitment. The result shows there is significant direct impact of adhocracy culture on employee’s commitment, and indirect impact using employees training as a mediator. The present paper recommends to HTSC about the need to implement a dynamic, risk taking and entrepreneurial working culture to change the attitudes of employees towards training and to evolve between management practices so that employee’s commitment is maintained at high level. The implications from this study suggests a message that telecom companies like HTSC as it is a business organization will benefit if adopting specific culture.

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