Executive Master of Business Administration
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Item Factors Affecting Customer’s Intention to Adopt CBE Birr Service: the Case of CBE Selected Branches in Kirkos District Addis Ababa, Ethiopia A.A.U(A.A.U, 2024-06-04) Matewos Wondimkun; Mesfin Fikre (PhD)The study aimed to examine the factors influencing the adoption of mobile money services, specifically CBE Birr, in Kirkos District. Utilizing a non-probability convenience sampling technique, branches within the district were selected for examination. Both primary and secondary data sources were used for data collection. Primary data were gathered through a structured questionnaire survey distributed to 385 estimated sample respondents, resulting in 365 responses. Additionally, a purposive sampling strategy ensured the suitable selection of respondents. Data analysis was conducted using SPSS V.26. Secondary sources included books, customer suggestion notes, CBE procedures and guidelines, published and unpublished research, journals, and various internet sources. The findings indicate that 62.8% of the variance in CBE Birr adoption in Kirkos District is influenced by five key independent variables: perceived usefulness, perceived cost, perceived ease of use, perceived trust, and reliable network, with the remaining 37.2% variation attributed to other factors. Based on these findings, the study recommends that CBE Birr service providers focus on these five critical variables to enhance adoption rates. Strengthening perceived usefulness, reducing perceived costs, improving ease of use, fostering trust, and ensuring a reliable network are crucial strategies for increasing the adoption of CBE Birr services among consumers in Kirkos District and similar contexts.Item The Effect of Drivers of Work-Life Balance on Employee Engagement: the Mediating Role of Work life Balance and the Moderating Role of Technological Advancement in NGO in Addis Ababa(A.A.U, 2025-03-07) Bezawit Bisrat Abera; Lakew Alemu (PhD)This study aims to examine the effect of flexible working hours, workload, and supportive organizational culture on employee engagement in GIZ, with a focus on the mediating role of work-life balance and the moderating role of technological advancements. The research addresses a critical gap in understanding how workplace dynamics and technological progress influence employee engagement, a vital factor for organizational success. Using a quantitative research design and a descriptive approach, the study analyzed primary data collected through structured questionnaires from a sample of 275 GIZ employees selected via stratified random sampling. Data were analyzed using correlation, regression, and mediation-moderation analyses. The findings revealed that flexible working hours (B = 0.373, p < 0.001) and supportive organizational culture (B = 0.564, p < 0.001) positively and significantly affect employee engagement, while workload (B = -0.122, p < 0.05) negatively impacts engagement. Work-life balance was found to partially mediate the relationship between workplace factors and employee engagement, enhancing its positive effects and mitigating negative ones. Technological advancements significantly moderated the relationship, strengthening the influence of work-life balance on engagement. These results underscore the importance of fostering flexible work arrangements, reducing excessive workload, and creating a supportive organizational culture to enhance engagement. The study concludes that organizations like GIZ should prioritize work-life balance initiatives, leverage technological advancements to support employee well-being, and address workload challenges to improve engagement levels. Recommendations include implementing targeted interventions such as flexible scheduling, employee support programs, and workload management strategies, as well as exploring innovative technologies to create a conducive work environment. Future research should expand the scope by incorporating longitudinal studies, mixed-methods approaches, and additional variables to provide a comprehensive understanding of employee engagement dynamics.Item Assessment of the Effect of Vertical Integration in the Case of Ethiopian Commodity Exchange Coffee Trading.(A.A.U, 2024-05-02) Tigist Getachew; Abebaw Kasse (PhD)The Purpose of this study was to assess the Effect of Vertical Integration in the Case of Ethiopian Commodity Exchange Coffee Trading. To accomplish the goal of the study both primary and secondary data were used. The primary data was collected through structured questionnaires. Descriptive and explanatory research design was applied. The target population of this study was all staff members of the Ethiopia Commodity Exchange head office, excluding supporting divisions. A sample of 245 respondents was taken by using simple random sampling technique. Based on the collected data from the respondent, the study found that there was a strong positive correlation between the performance of coffee trading in Ethiopian Commodity Exchange and distribution ownership, warehouse ownership, transport ownership, supplier relationship management. And also, all three variables have a significant impact on the performance of coffee trading in Ethiopian Commodity Exchange. The findings demonstrate that vertical integration factors such as warehouse ownership, transport ownership, supplier relationships, and distribution ownership play a pivotal role in enhancing the performance of Ethiopian Commodity Exchange. These factors serve as the backbone of operational efficiency and contribute significantly to the overall success of Ethiopian Commodity Exchange. Ethiopian Commodity Exchange should align its vertical integration efforts with specific capabilities that directly contribute to their profitability and wealth generation goals.Item Effect of Organizational Culture on Employees Job Satisfaction: in the Case of Selected Multinational Brewery Companies (Bgi and Heineken Brewery Sc)(A.A.U, 2024-06-01) Tihtina Abebe; Yohannes Workaferahu (PhD)The purpose of this study investigates the Effect of Organizational Culture on Employees' Job Satisfaction in selected Multinational brewery companies. Both Descriptive and explanatory research design used and a mixed research approach used to answer the research questions. The data analysis intends to accomplish the objectives of the study and answer the research questions. The total of 370 questionnaires distributed to the randomly selected staffs of HBSCE and BGI Ethiopia using PSS in order to collect data. Accordingly, 363 questionnaires were appropriately filled and returned and used for the analysis. Finally, the study revealed that employees exhibited low levels of job satisfaction and were not fully aligned with Clan, A dhocracy, and Market Cultures within their organizations, but strongly identified with Hierarchy Culture. The correlation analysis indicated positive relationships between Clan, A dhocracy, and Market Cultures with job satisfaction, while Hierarchy Culture showed a significant negative correlation. The regression analysis further confirmed that Clan, Adhocracy, and Market Cultures positively influence job satisfaction, highlighting the importance of fostering supportive organizational cultures to enhance employee well-being and engagement while addressing hierarchical structures that may hinder job satisfaction. Hence, to implement interventions to strengthen Clan, A dhocracy, and Market Cultures within the organizations to enhance employee job satisfaction. This could involve promoting teamwork, innovation, and customer focus to align with these cultural dimensions.Item Digital Financial Services and Operational Risks in Ethiopia: Implications for the Necessary Regulatory Frameworks(A.A.U, 2024-05-06) Mahlet Tsegaye; Abebe Yitayew (Phd)Research aims: This research aims understanding the nature of operational risks as well as review of existing regulatory frameworks. Design/Methodology/Approach: By using qualitative research methods, face to face as well as virtual interviews with fintech representatives (CEOs, risk management experts, legal personnel), and bank CTO (chief technical officers) the task was able to secure important information. The data was thematically coded and validated with the above data sources. Research findings: Analysis revealed: (1) even officers at the respective organizations do not give many emphases to operational risks compared to the others, (2) there are new and innovative ways and approaches that fraudsters use to convince novice digital financial service users, (3) existing regulatory frameworks are not up to date, not complete enough to deal with such sophisticated approaches. Research Recommendation: the researcher recommends the regulatory body to begin collaborating closely with the providers of digital financial services in order to establish regulations, develop close monitoring protocols, and develop a strategy for continuous improvement in closing the gaps and creating a suitable environment for the digital financial industry.Item The Effect of Credit Risk on Profitability of Private Commercial Banks in Ethiopia(A.A.U, 2022-04-12) Gzat Tarekegn; Alem Hagos (Phd)Since extending credit is one of the primary sources of revenue for commercial banks, the credit risk associated with that loan has an effect on the profitability of bank. The purpose of this study is to examine the effect of credit risk on profitability in six sample Ethiopian private commercial banks using panel data from 2010 to 2020. The study employs a quantitative approach and relies on the description of EViews 10 outputs, with empirical analysis conducted using a fixed effect regression model. In the model the researcher define Return on Asset (ROA) as profitability indicator while nonperforming loan ratio, capital adequacy ratio, loan loss provision ratio, liquidity ratio, bank size, interest spread rate, inflation and GDP as credit risk indicators. Secondary data used for six banks which stayed in the industry for twenty or more years among sixteen private commercial banks which are operational at the moment in Ethiopian banking industry. Data for this analysis obtained from banks‟ annual reports, National Bank annual reports, Ministry of Finance, and Economic Development. The regression result shows that non-performing loan ratio and loan loss provision ratio show negative and significant effect on profitability of private commercial banks in Ethiopia. However, capital adequacy ratio, bank size, liquidity ratio and GDP show positive and significant effect on profitability of private commercial banks in Ethiopia. The research concluded that credit risk has significant effect on profitability of private commercial banks in Ethiopia. Hence, the study recommend in support of each variable for private commercial banks in Ethiopia needs strong credit risk management policy by learning from other developed countries that have better experience in the industry, improving performance needs well established standards and overall objectives to reduce the level of credit risk exposures.Item Assessing The Prospects and Challenges of Islamic Banks in Ethiopia the Case of Zamzam Bank(A.A.U., 2024-04-10) Abdulwahid Dino; Mohammed Seid (PhD)The aim of this study was to evaluate the problem and prospects of Islamic banks in Ethiopia case Zamzam Bank. To achieve this, a descriptive research design was conducted and both a qualitative and quantitative research method was used. This study was conducted using 400 of respondents, which was probably selected using a simple random sampling method from the total number 20,050 target population. The researcher used both primary and secondary source of data to conduct the study. The researcher conducted quantitative and qualitative analysis from the responses collected on research questions. Data that is collected using a structured questionnaire (quantitative data) are coded and analyzed using quantitative analysis with the help of Microsoft Excel 2016 software. Based on the result of the finding, lack of public awareness, lack of guidelines and supervisions, lack of supportive organization, tax policy and monetary policy, lack of legal framework, lack of professional in the sectors, lack of effective government support, lack of secondary market and Islamic insurance were identified as the main challenges of IB. While attraction of investors and potential customers, raising investment opportunity, financial inclusion of marginalized communities, creation of employment opportunities, support and expansion of local businesses, and creation of equitable distribution of income among the communities were identified as the major prospects of IB.Item Assessment of Marketing Strategy on Sales Performance: in Private Insurance Companies(A.A.U, 2024-07-08) HawiTesfaye; Amare Abawa (PhD)This research asses the role of marketing strategy on sales performance. The target population for the study was private insurance companies’branch managers, marketing and sales heads or managers and supervisors working in Addis Ababa area. Stratified random sampling technique was used and 209 employees of insurance companies as the sample of the study. The researcher used descriptive research design and quantitative research approach. The data collected from questionnaires is systematically organized in a manner to facilitate the analysis. The data were analyzed using Statistical Package for Social Sciences (SPSS) and summarized to relate the collected variables from questionnaires. The data were also classified, tabulated, and summarized using descriptive measures such as; mean, standard deviation, and percentages.The results showed that sales performance and customer segmentation, sales performance and relationship marketing, sales performance and marketing channels are all correlated weakly but to be considered in a positive direction. Furthermore, the descriptive analysis showed that all constructs of marketing strategy (customer segmentation, customer prioritization and targeting, relationship marketing and marketing channels)align to favorable side of the scale used to measure them.Therefore, it is recommended that insurance companies have to rigorously identify which customer segments, which technique to prioritize and target, which relationship strategy and which marketing channelswill increase their sales performance and helps them to attain organizational goals. Key Words: Marketing Strategy, Sales Performance, InsuranceItem The Impact of Data Governance Maturity on Business Performance of Dashen Bank Sc(A.A.U, 2024-06-05) Gelila Behailu; Salihu Anteneh (PhD)The study investigates the impact of data governance maturity on Dashen bank business Performance. The study tried to cover data governance maturity and its significant impact on Dashen Bank's business performance by identifying variables that express the maturity of the data governance. An explanatory research design was used by employing quantitative approach. Explanatory research design was used to establish the causal effect relationship between data governance and business performance. Primary data was used in the study with questionnaire as a collection tool, data governance committee and data governance division employees, East district branches, senior management, finance, and business process department employees was categorized in stratified sampling to determine the sample size. Of the sample size of 184 employees, 157 responded effectively to the study. Analytical methods (descriptive and inferential statistics) were used to examine the relationships between the variables, while the collected data further analyzed using SPSS version 23.0, employing various statistical tests like frequency distribution, correlation and regression. The study findings suggest that data governance maturity is a significant predictor of business performance at Dashen Bank. The various aspects of data governance—ownership, quality, modeling, integration, and compliance are all positively correlated with the performance of the organization, highlighting the importance of investing in these areas for improved business outcomes. Based on the analysis strong evidence was provided to conclude that data governance maturity is a critical factor in enhancing organizational performance at Dashen Bank. As a result, the study gives some recommendations to further enhance the positive impact of data governance maturity on organizational performance as indicated by the study’s findings.Item Effect of Compensation Management Practices on Employees’ Job Performance in Ethio Telecom Contact Center(A.A,U, 2024-06-05) Gada Gemsisa; Hailemariam G. (PhD)The purpose of this study was to investigate the effect of compensation management practices on employees’ job performance in Ethio Telecom contact center. Descriptive and explanatory research design was used in the study. Primary data were used to get appropriate data. Target population of study was employees and managers of Ethio Telecom Contact Center. Samples 109 were selected through simple random sampling technique. Structured questionnaires and interview were used as methods of data collection. Descriptive and inferential statistics were used to analyze data. Tables and figures were used to present data. Statistical Package for Social Sciences (SPSS) version 25 software was used to data analyze. The finding of this study showed that attitude of employee towards compensation management practice of the ET in Contact Center was found at good level for variable payment and work condition management practice, while found at moderate level for Salary, benefit, promotion, career growth opportunities, supervisor support and recognition management practice. Even though the status of employees’ performance of organization was found at high status the areas need attention. The correlation result also revealed that there is positive relationship between compensation management practices and employees job performance. Furthermore, the study found that compensation practices of the ET contact center has significant effect on employees’ performance (F=140.995, Sign=0.000, P<0.01). So it is concluded that the compensation practices affect the employees’ job performance. Based on the above finding the researcher recommended that the ET should revise the indirect financial compensation system like medical, stock ownership accident relief, educational reimbursement, hardship allowance and profit sharing for employees to make them satisfied and productive.Item The Effect of Digital Marketing on Organizational Performance in banking sector: In the case of selected Commercial Bank (Addis Ababa Area)(A.A.U, 2024-06-03) Dilargachew Dames; Yohannes Workaferahu (PhD)This study delves into the examination of the Effect of Digital Marketing on Organizational Performance within the banking sector, focusing particularly on three prominent banks situated in the Addis Ababa area: Commercial Bank of Ethiopia, Bank of Abyssinia, and Zamzam Bank. The research adopts a quantitative approach, incorporating both descriptive and explanatory research designs to comprehensively explore the relationship between digital marketing strategies and overall organizational performance. A total of 252 participants contribute to the study, comprising branch marketing managers and marketing department employees from the head offices of the selected banks. The sample size is meticulously determined using a combination of probability and non-probability sampling techniques. Specifically, 255 respondents are drawn from branch marketing managers, while an additional 15 participants are selected from the head office marketing departments. The analysis is conducted using regression analysis techniques implemented in SPSS software. The findings reveal significant positive correlations between various digital marketing strategies—such as Search Engine Optimization (SEO), Social Media Marketing, Mobile Marketing, and Email Marketing—and the overall organizational performance of the selected banks. Notably, Social Media Marketing emerges as the most influential factor contributing to organizational success, indicating the critical role of digital platforms in enhancing bank performance. Based on the study's outcomes, it is recommended that banks proactively adapt to digital marketing trends to remain competitive in the rapidly evolving banking landscape. By leveraging digital marketing strategies effectively, banks can achieve sustainable growth and maintain relevance in the highly competitive financial services sector. This research contributes to the existing body of knowledge by providing valuable insights into the transformative potential of digital marketing in the banking sector.Item The Effect of Service Quality and Atmosphere Quality on Customer Loyalty on Domestic Cafes in Addis Ababa(A.A.U, 2024-07-02) Abel Desbele; Dejene Tulu (Phd)This study sought to investigate the effect of service quality and atmosphere quality on customer loyalty in case of domestic cafes located in Addis Ababa, Ethiopia. 200 café customers were selected through a convenience sampling technique and data collected were examined using statistical software (spss version 20).Both primary and secondary data sources were used in the study to obtain pertinent information. The service quality dimensions responsiveness, reliability, empathy, and assurance were used to analyze the relationship between service quality & customer satisfaction and loyalty where the study found that service quality dimensions of responsiveness, reliability, empathy, and assurance all had significant positive relationships with customer satisfaction, but only responsiveness, reliability, and empathy also had positive relationships with customer loyalty, while assurance did not directly impact loyalty despite its link to satisfaction. The atmosphere quality dimensions lighting, music & sound, cleanliness, and layout & design were similarly used to analyze the relationship between service quality & customer satisfaction and loyalty where the study found that lighting and music had significant positive relationships with customer loyalty, but layout/design and cleanliness did not. Further, lighting, sound, and cleanliness all had significant positive relationships with customer satisfaction, though layout and design did not. According to the report by prioritizing improvements in these areas and catering to the preferences and needs of customers, café establishments can enhance customer satisfaction, foster long-term loyalty, and ultimately achieve success in a competitive market.Item Effect of Credit Risk Management and Profitability in Ethiopian Microfinance institutions(A.A.U, 2024-06-02) Nebiyu Woldesenbet; Takele Fufa (PhD).The study's goal is to quantitatively investigate the impact of credit risk management on the profit of microfinance institutions in Ethiopia. The study's credit risk ratio indicators are Portfolio at risk (PAR> 30 days), Write-off ratio (WOR), Risk coverage ratio(RC), Capital asset Ratio(CAR), and Deposit loan ratio(DLR) are used as independent variables to measure the amount of credit level of the MFIs. The study's proxies for profitability is ROA. This was done by collecting data from 21 microfinance in Ethiopia for the period from 2011 to 2022 which was published by the Association of Ethiopia Microfinance Institution (AEMFI) was used as the main sources of data. Descriptive statistical methods including mean, maximum, minimum, and standard deviation were used to examine the acquired data. Additionally, using STATA software, multiple linear regressions were utilized to determine the effect of independent variables over dependent variables. From the Five proxies of credit risk management, the findings reveal that, Portfolio at Risk > 30 Days & WOR have a significant effect on ROA, While RC, CAR and DLR have an insignificant effect on ROA. Based on the study it is recommended that MFIs need to adopt a rigorous credit risk management policy, develop their credit risk control capacity, and establish sound and competent credit risk management departments. Further research with a large sample size and additional indicators of credit risk management and performance is also an interesting expansion for this research.Item The Effect of Leadership Styles on Employees Performance in the Case of Awash Bank(A.A.U, 2024-05-18) Bezawit Ejigu; Dejene Tulu (PhD)This study examined the effect of leadership styles (transactional, laissez-faire, and autocratic) on employee performance at Awash Bank in Ethiopia. A conclusive research design, incorporating both descriptive and explanatory approaches, was employed. The researchers targeted 17,000 employees from 15 branches, with a sample of 171 employees selected through stratified random sampling. Primary data was collected via a questionnaire and analyzed using quantitative techniques. Demographic profile: Balanced gender, young age, majority single, highly educated, and experienced employees. Reliability and descriptive: High internal consistency (Cronbach's α > 0.9); leadership styles and performance had relatively high mean scores. Correlation: Leadership styles had very strong positive correlations with employee performance (r = 0.953 to 0.970, p < 0.01). Regression: The model explained 95% of the variance; leadership styles had positive and significant effects. Hypothesis testing: All hypotheses (H1, H2, and H3) were supported, confirming positive relationships. The findings highlight the critical role of leadership in shaping employee performance in the banking sector. The study provides robust evidence that transactional, laissez-faire, and autocratic leadership styles significantly influence employee outcomes at Awash Bank. Future research could explore longitudinal effects, comparative analyses, qualitative insights, and the impact of moderating factors.Item The Effect of Knowledge Management Practices on Organizational Performance in Case of Commercial Bank of Ethiopia(A.A.U, 2020-06-29) Sintayehu Daba Feyissa; Yohannes Workaferahu (PhD)Today the concept of Knowledge management has attracted most business companies around the world; because human capital is critical element of competitive advantage. Knowledge Management is a science uses to improve business value, organization performance; knowledge application, knowledge transfer, knowledge conversion, and knowledge retention; also help organizations to achieve their purposes. The purpose of this study was to examine the effect of Knowledge Management Practices on Organizational Performance in case of Commercial Bank of Ethiopia. In this study an explanatory research design and quantitative research method were used to meet specific objective of study and to answer research questions. The target populations of this study were employees of Commercial Bank of Ethiopia, Addis Ababa area, specifically those who work in Alem Bank branch; to meet the objective of study, based on census method, 88 respondents were employed for this study. However, after data were collected, through questionnaire, out of 88 respondents workable data were obtained from 80 respondents. Accordingly, those 80 valid responses obtained from respondents were used for data analysis with Statistical Package for Social Science (SPSS) Version 20.0 for both descriptive and inferential analysis. The finding of descriptive analysis portray that, the mean score for overall Knowledge management practice is slightly below the average. From the four components of Knowledge management practices, Knowledge Application (KA) and Knowledge retention are the only items that fall slightly above the averages, whereas, the remaining facets fall slightly below the average. Knowledge Transfer (KT) is the least rated component of Knowledge management, which is followed by Knowledge conversion. The correlation analysis result showed that there is a significant positive strong relationship exists between Knowledge management practices and organization performance. Further, the regression analysis evidenced that Knowledge management practice is predictor of organization performance. The study suggested that an emphasis should be given by institute on all components Knowledge management practices (Knowledge Application (K), Knowledge Transfer Knowledge conversion and Knowledge retention to enhance organization performance. Finally, based on the research findings, conclusion, appropriate recommendations, limitations, and suggestion for future research directions were presents in the study.Item The Effect of Leadership Styles on Employees Engagement: A Case of Selected Commercial Banks in Ethiopia(A.A.U, 2024-07-28) Mintesnot Beyene; Habtamu Endris (PhD)The purpose of the study is to examine”The effects of leader ship styles on employee engagement on selected commercial banks of Ethiopia’’ . The key objectives of the study are: to examine the effect of transactional leadership style on employee engagement ,to examine the effect of -faire leadership style on employee engagement and to examine the effect of transformational leadership style on employee engagement.To achieve this objective mixed research approach and linear regression were used. A total of 60 questioner were distributed to cleriacalemployees out of this 58 respondents completed the questionnaires. The study employed both Descriptive and explanatory research design. Primary and secondary sources of data were used in the study.. The collected data was analysed using SPSS software version 23. In addition, to analyse the collected data descriptive statistics (frequencies means & standard deviations), correlation & regression analysis were used. Findings show that there is a significant relationship between Transformational leadership and employee engagement. Transactional leadership also had a positive effect on the significant subscales of Employee Engagement and laissez-faire leadership had a positive effect as well on the significant sub-contracts of Employee Engagementit. It is recommended that the application of Transformational leadership is more important to create engaged employee in Ethiopian banks rather than transactional and laissez-faire leadership styles.andusing various leadership styles will bring more effectiveness and enhance employee performance. Keywords:- Transformational Leadership Style, Transactional Leadership Style, Laissez FairItem The Effect of Service Quality on Customer Satisfaction: the Case of Commercial Bank of Ethiopia in Addis Ababa(A.A.U, 2024-06-20) Kidist Haligeorgis; Takele Fufa(PhD)The study investigates the influence of service quality on customer satisfaction within five district neighborhoods of Addis Ababa served by the Commercial Bank of Ethiopia. Utilizing quantitative research methods, a combination of primary and secondary data collection techniques was employed. A survey designed using the SERVQUAL model, which covers five aspects of service quality, was utilized to fulfill the research objectives. A total of 384 participants were chosen for the study through convenience sampling. The data collected was analysis through the utilization of SPSS version 27. The study employed multiple regression analysis and correlation tests to assess the relationship between independent and dependent variables. Findings from the correlation analysis indicate a positive correlation between customer satisfaction and attributes associated with high-quality service delivery. This study contributes valuable insights into the dynamics of service quality and its impact on customer satisfaction within the context of the Commercial Bank of Ethiopia in Addis Ababa. Regression analysis indicated that superior customer service positively influences overall customer satisfaction. Specifically, responsiveness showed the strongest correlation with customer satisfaction, closely followed by dependability. The study revealed that the Commercial Bank of Ethiopia's performance in delivering excellent service did not meet customer expectations, resulting in decreased customer satisfaction. Consequently, it is recommended that the bank establish a robust complaint management mechanism and provide frontline employees with adequate training. By ensuring consistently high service standards across all touchpoints, banks can enhance customer satisfaction, foster loyalty, and sustain their competitiveness within the banking sector.Item The Mediating Role of Job Satisfaction in the Relationship Between Employee Engagement and Organizational Performance: Evidence From Ethiopian Commercial Banks(A.A.U, 2024-06-01) Hiwot Habtu; Lakew Alemu (PhD)Currently, there is intense competition in the Ethiopian banking industry. One of the key challenges for banks is their ability to foster employee engagement, which contributes to excellent organizational performance. Over the past decades, employee engagement has received quite strong attention from researchers and practitioners alike. However, research endeavors in this area have not given adequate emphasis on the defining role of job satisfaction in the relationship between employee engagement and employee performance. The main objective of this study was to explore the direct effect of employee engagement on job satisfaction and to analyze the indirect link between employee engagement and performance through job satisfaction. Data collected from 297 survey participants using a cross-sectional design. The analysis was conducted used two complementary approaches, namely, the Process macro developed by Andrew Hayes and the regression method developed by Baron and Kenny. The results show that the two dimensions of employee engagement, vigor, and dedication are significantly affecting organizational performance, while absorption does not. Furthermore, job satisfaction partially mediated the relationship between vigor and dedication and organizational performance. The study suggests that engaged employees play a vital role in organizational success. Prioritizing skill development, recognition programs, and a supportive work environment can enhance both employee engagement and job satisfaction. Practical implications, limitations, and future research directions are suggested.Item The Effect of Leadership Style on Employee Commitment in the Case of Commercial Bank of Ethiopia(A.A.U, 2024-06-04) Hamid Reshid; Habtamu Endris (PhD)The study aimed at assessing the effect of leadership styles on employees’ commitment at Commercial Bank of Ethiopia. In guiding this research, the researcher adopted mixed research approach. Descriptive and explanatory research design was deem appropriate due to the fact that it allows analysis about causation and relation of variables. Structured and unstructured questionnaires were collected from 183 questionnaires distributed. And 10 respondents were participated during interview. The study adopted probability and non-probability methods. The leadership styles were measured through the Multi factor Leadership Questionnaire developed modified to fit the context of the study. Descriptive and inferential statistical techniques were used for data analysis. In inferential statistics, Pearson’s correlation and regression analysis were used to assess both relationships and effects as per the hypotheses of the study. The findings show that transformational leadership style significantly affect employee commitment at the Commercial Bank of Ethiopia followed by the servant leadership style and supportive leadership style. Employee commitment is above average. Overall, scores in transformational leadership style were found to be strongly correlated with of employee commitment. Transactional and participative leadership significantly affect employee commitment. Both the qualitative and quantitative data indicated that transformational leadership style has the most significant effect on employee commitment followed by servant leadership and supportive leadership style. It has been recommended that supervisors and managers in CBE need to use transformational, servant and supportive leadership style since they significantly affect employee commitment.Item The Influence of Customer Loyalty Programs on Customers Satisfaction: the Case of Ethiopian Airlines(A.A.U, 2024-12-20) Hermela Tamire; Meskerem Mitiku (PhD)This study explored the influence of customer loyalty programs on satisfaction, with a focus on Ethiopian Airlines' ShebaMiles program. It aimed to evaluate how factors like the number of airline and non-airline partners, ease of mile redemption, variety of redemption options, ease of earning miles, and the achievability of elite status influence ShebaMiles members' satisfaction. A mixed-methods approach was used, combining both quantitative and qualitative data collection and analysis to provide a comprehensive evaluation. Descriptive and explanatory research designs were employed, utilizing quantitative analysis techniques such as descriptive, correlation, and regression analysis to assess member satisfaction, identify dissatisfaction factors, examine relationships between variables, and determine how these elements impacted satisfaction within the program. Qualitative methods included interviews with department heads and ShebaMiles program employees. Primary and secondary data were gathered via questionnaires, interviews, and relevant documents respectively. The study used non-probability sampling, with a sample size of 384. Using convenience sampling 384 questionnaires were distributed of which 370 were returned and filled, and four informants from the Customer Loyalty department viapurposive sampling were selected and interviewed. The correlation analysis revealed a significant and positive relationship between member satisfaction and the number of airline partners, the number of non-airline partners, variety of redemption options, ease of earning miles, and the achievability of elite status. The regression analysis further showed that the number of airline partners, variety of redemption options, ease of earning miles, and achievability of elite status influenced satisfaction, while the number of non-airline partners had no significant influence on ShebaMiles members’ satisfaction. The study provides practical insights into the design and management of Ethiopian Airlines' loyalty program, offering recommendations for future research and ways to enhance customer satisfaction and retention through improvements to the ShebaMiles program.