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Item Customer Loyalty: in The Case of Hibret The Effect of Customer Relationship Management on Bank S.C(A.A.U, 2026-01-16) Abreham Yilma; Tewodros WuhibCustomer Relationship Management (CRM) has assumed importance as a strategic approach for service-driven entities towards improving customer loyalty and creating a competitive edge. The banking industry, which is characterized by high competitiveness, similarity in products offered, and potential customer switch-over, is increasingly turning towards efficient CRM practices for customer retention and long-term association. This paper investigates the influence of CRM practices on customer loyalty in respect of Hibret Bank S.C. in Ethiopia. The research methodology involves using a quantitative research approach and descriptive and explanatory research design. Data was gathered using a structured questionnaire from a population of customers who attended Hibret Bank S.C. branches in Addis Ababa in a population of 384 customers. The researcher used Cochran’s formula in determining the sample size and convenience sampling in view of accessibility. The analysis of data was done using SPSS with descriptive statistics, correlation, and multiple regression analysis. The current study identifies key CRM dimensions, such as key customer focus, knowledge management, CRM organization, and technology-based CRM, which are considered independent variables with customer loyalty as a dependent variable. Findings indicate that CRM practices positively and significantly influence customer loyalty. It is found that key customer focus and technology-based CRM have a strong influence on customer loyalty, whereas knowledge management and CRM organizations follow suit. In its conclusion, the paper asserts that CRM best practice implementation has increased the behavioral as well as attitudinal elements of customer loyalty. The paper has implications for bank managers due to its emphasis on the need to combine customer-driven approaches, organizational efforts, and the role of CRM technology systems. The paper further bridges the gap within the existing body of knowledge by filling the lack of empirical research on CRM and customer loyalty within the Ethiopian banking industry. Keywords: Customer Relationship Management, Customer Loyalty, Banking Sector, Hibret Bank S.C., EthiopiaItem Factors Affecting Construction Transport Efficiency in a Developing Country Context: The Case of Mega Projects Office(A.A.U, 2026-01-16) Befikir Ashenafi; Yohannes WorkaferahuThe main aim of this study was to identify factors affecting the efficiency of construction transport in projects administered by Mega Projects Office. To achieve the objectives of the study, the research adopted quantitative research approach employing descriptive and inferential analysis. The information was obtained through a questionnaire survey administered to 108 respondents in the four departments participating in Mega projects office projects and a total of 96 (88.8%) complete responses. The collected data were analyzed using the statistical package for social sciences (SPSS) 27. This research utilized census sampling method which includes all targeted population which were contractor professionals in the four departments which have the knowledge in the study area. Data were analyzed using descriptive statistics, relative importance index and inferential statistics to identify the relationship of independent variables, which are information sharing, digital tools and technology, logistics services and transport management practices with dependent variable, construction transport efficiency. The main findings suggested that information sharing had the greatest impact on transport efficiency, followed by logistics services and transport management practices, however digital tools and technology had no meaningful impact. Based on these findings, the research suggests that contractors institutionalize internal communication, improve logistical planning, formalize transport management systems, devise contingency plans, and invest prudently in useful digital tools. It is advised that project stakeholders and authorities standardize logistics procedures, provide incentives to assist digital transformation, enhance logistical capacity through targeted training and incorporate transport key performance indexes into project performance frameworks. The study adds to construction logistics and transport research by emphasizing the importance of human and organizational coordination. Keywords: Construction transport efficiency, Information Sharing, logistics services, Digital tool and technology, Transport management practicesItem Determinants of Profitablity at Nib International Bank S.C: an Analysis of Bank Specific Factors (2012-2022)(A.A.U, 2025-06-10) Eleni Nidaw; Temesgen Worku(PhD)This study examines determinants of bank profitability in Nib International Bank using secondary data. Data was extracted from audited financial statements selected in the area of study during 2012–2022. Analyses of these variables were novel as some of these factors of the bank profitability are overlooked by other researcher; some common factors that influenced bank profitability of the banking system such as asset size; customer deposit size; nonperforming loan; operating income; capital adequacy. The study used bank profitability as dependent variable. Moreover, the study used both bank specific and external variables as explanatory variables. Both descriptive statistics and econometrics model specifically OLS regression on audited financial statements(2012-2022) was used to analyze the relationships of dependent variable with explanatory variables. The major findings of the study show that bank specific determinants were very important in explaining profitability than external variables. The Asset size, customer deposit size, operating income and capital adequacy were positively and significantly related to bank’s profitability, while non-performing loan have a negative impact on profitability of bank specific drivers.Item Determinants of Long-Distance Public Transport Performance in Ethiopia: in a Case of Kality and Zenebework Bus Station(A.A.U, 2025-06-08) Mahammedsani Shafi Kadi; Dejene Tulu (PhD)The main purpose of this study is to investigate the determinants of long distance public transport performance in Ethiopia specifically at Kality and Zenebework bus station. Long distance public transport plays crucial role in enhancing mobility, promoting regional integration and supporting economic development, (World Bank, 2020; Littman, 2013).It also important in facilitating economic activities, and promoting inclusive developments in Ethiopia. This study aims to contribute to the development of more efficient reliable and inclusive public transport system that meets the need of all citizens. The study examines the determinants affecting the performance of long distance public transport with specific focus on Kality and Zenebework bus stations in Addis Ababa. These two stations serve as major intercity transport hub linking the capital to regional towns with vast destinations across the country. To determine the explanatory or independent variables and dependent variable literature review conducted on related topic to public transport performance. The research utilizes quantitative method approach and structured questionnaires used to collect the data from 385 respondents at both bus stations. The study framework evaluates performance of long distance public transport across multiple dimensions to identify the determinants affecting transport performance, including Service Quality, Infrastructure Quality, Safety and security measures, Cost Effectiveness and socioeconomic factors. The finding of the study indicate that Service Quality, Infrastructure Quality, and Cost Effectiveness significantly affecting the performance of long distance public transport at both bus stations. The result also highlighted that, Service quality remains a major concern of long-distance bus transport services. The finding also have significant implications for policymakers transport operators providing actionable Recommendations for improving public transport services in Ethiopia by addressing the identified determinants. The research concludes that enhancing the performance of long-distance public transport requires a multi-pronged strategy: investing and improving infrastructure and passenger handling and designing of efficient, safe, and sustainable long-distance public transport systems in Ethiopia.Item The Relationship Between Leadership Style and in Role Performance With the Mediation Role Organizational Citizenship Behavior and Perceived Organizational Support (Pos) in the Case of Commercial Bank of Ethiopia, Gulele District, Addis Ababa(AAU, 2025-06-20) Hana Mekonnen; Lakew Alemu (PhD)In the context of the Commercial Bank of Ethiopia, Gulele District, Addis Ababa, this study examines the intricate interactions between in-role performance, organizational citizenship behavior (OCB), perceived organizational support (POS), and leadership styles (authentic and romantic). the main goal of the study was the direct effect of leadership style on job performance and the degree of OCB and POS as a mediator and moderator. The studies were gathering from145 staff of commercial bank of Ethiopia worker about leadership style, working, voluntary action performance behavior, organization support and personal performance through the use of structural questionnaire. the outcome of study indicate in role performance is positive or good impact by both authentic and romantic leader-style such as leader are genuine. transparent, self- awareness, balanced process, whereas, romantic leader-style strongly emphasis the staff emotion engagement and passionate vision to inspire. OCB demonstrated how voluntary helping behavior contribute to overall job performance and organization success. POS also acted as a mediator in the relationship between leadership styles and performance, emphasizing their organization value their contribution and cares for their well-being. While POS significantly mediated the relationship between leadership and performance, it was found to be statistically insignificant as a moderator in the COB-mediated pathway. This means the universal importance of promoting OCB by suggesting that it is a powerful mediator irrespective of perceived support levels. Affected the perceptions of leadership, POS, and OCB. According to this study, this study leadership style is the core part the organization performance which is impact the overall employ engagement to building strong connection to enhance OCB and POS these finding contrition to growth the organization leader style and organization behavior and offer practical improving the individual and organization performance in similar work settingItem Effect of Airline Service Quality on Passenger Confidence in Air Travel: The Mediating Role of Service Culture in the Case of Ethiopian Airlines(AAU, 2025-08-20) Tiya Gurmecha; Zelalem G/tsadik (PhD)This study looks into how different parts of airline service quality affect passenger confidence, focusing on Ethiopian Airlines passengers. It uses ideas from well-known models like SERVQUAL, SERVPERF, and Expectation-Confirmation theory to help explain how passengers’ perceptions of service influence their trust. The research focusses on six airline service quality dimensions: safety and security, timeliness, pricing, facilities, sales promotions, and information communication technology (ICT). It also explores how service culture — which means the shared values and behaviors that guide how employees interact with passengers — plays a role in connecting these service quality aspects to passenger confidence. Using an online survey, the study gathered data from travelers who had flown both domestic and international Ethiopian Airlines flights. After cleaning the data, 245 valid responses were analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM). This study used snowball sampling to expand the participant pool beyond typical reach, which helped increase the response rate; however, this method may introduce some bias and limits the generalizability of the results. The findings show that service culture strongly impacts passenger confidence. Among the direct effects of service quality on confidence, only safety and security stood out as significantly positive. Other factors like timeliness, pricing, facilities, ICT, and sales promotions did not have a clear direct impact. When it comes to influencing service culture itself, sales promotions, ICT, facilities, and safety and security all had meaningful positive effects, while timeliness and pricing did not. Looking deeper at indirect effects, the study found that sales promotions, ICT, safety and security, and facilities all increase passenger confidence by first enhancing service culture. Pricing and timeliness did not have significant indirect effects. In general, the study suggests that while safety and security directly help build trust, many other service quality factors work mainly by shaping a strong service culture, which then increases passenger confidence. Strengthening this culture within the airline can amplify the benefits of promotions, technology, facilities, and safety efforts. This research also adds valuable insight to the theoretical understanding of airline service quality within the African context, enhancing the academic literature on factors that influence passenger confidence across both domestic and international flightsItem Examining the Relationship Between Talent Management Practices, Employee Engagement, and Employee Retention at Nib Bank: Mediating Role of Organizational Culture.(AAU, 2024-07-01) Trhas Kinfe; Zelalem Gebretsadik (PhD)The banking sector is critical to the nation's economic progress, and Smooth operations are critical for long-term development. To work, there must be a vast pool of gifted and seasoned individuals. But both locally and worldwide, staff turnover is a major problem. In order to address this, talent management strategies for employee engagement and retention have received scholarly attention.The study aims to explore the connections between talent management practices, employee engagement, and employee retention within the mediator of the organizational culture at NIB Bank in Addis Ababa, Ethiopia. This study is a quantitative study using a self-administered questionnaire and random sampling technique. A total of 206 respondents responded to valid questionnaires, giving an average response rate of (92.79%) for the study. The first analysis of the collected data was conducted with SPSS version 20.0 and STATA version 17. The results of the Pearson correlation analysis show that employee retention and talent management strategies are positively correlated. Additionally, it was discovered that there is a positive correlation between employee engagement and retention. The association between talent management strategies and employee engagement with individual employee retention was mediated by organizational culture, according to the findings of the order probit regression analysis used to identify this mediating effect. Therefore, NIB should foster a positive culture, promoting employee respect and a safe work environment. It also need to develop career development paths, and competitive compensation to motivate employees. Government policies, such as affordable childcare and paid leave, can also help reduce employee burden and improve retention ratesItem Unpacking The Link Between Perceived Manager Emotional Intelligence and Employee Turnover Intention: Exploring A Parallel Sequential Mediation Through Employee Job Satisfaction, Affective Organizational Commitment, And Workplace Happiness in Case of Abay Bank Employees(AAU, 2025-06-23) Ayenew Diress; Zelalem G/tsadik(PhD)This study examined the critical role of Perceived Manager Emotional Intelligence (EI) in shaping key employee outcomes within Ethiopia's banking sector, with a specific focus on Abay Bank SC. Grounded by many theories on the area, the researcher investigated how emotionally intelligent leadership (EI) influences employee Turnover Intention (TIS) and examined the novel Parallel sequential mediation effect of employee job satisfaction (JS), affective commitment(AOC) and workplace happiness(HAW) in the relationship. Quantitative research approach was used in this study, primary data was collected via online surveys (Google Forms) and distributed to bank employees, to measure employees‟ perceptions of managerial EI and its effect on workplace attitudes. The findings revealed strong positive relationships between PMEI and both JS (β = 0.581, p < 0.001) and AOC (β = 0.570, p < 0.001), confirming that employees who perceive their managers as emotionally intelligent report better job satisfaction and stronger emotional attachment to the organization. Notably, AOC emerged as the dominant mediator between PMEI and HAW, accounting for 78% of the total effect, while JS played a secondary mediating role (22%). Furthermore, the study established a significant negative association between HAW and TIS (β = -0.410, p < 0.001), indicating that happier employees are less likely to consider leaving their jobs. The parallel sequential mediation analysis demonstrated that PMEI indirectly reduces TIS through two pathways: EI → JS → HAW → TIS and EI → AOC → HAW → TIS, highlighting the interconnected nature of these workplace dynamics. The study‟s conclusions emphasized the strategic importance of emotionally intelligent leadership in Ethiopia‟s competitive banking environment. Managers who exhibit core emotional intelligence competencies like self-regulation, self-awareness, motivation, empathy, and social skills create work environments that boost employee well-being, strengthen organizational commitment, and mitigate turnover risks. These findings carry practical implications for HR policy makers and leadership development programs. Ultimately, this study contributed to the growing body of evidence that emotionally intelligent leadership is a key driver of employee job satisfaction, affective commitment, workplace happiness, employee retention and organizational success in the banking sectorItem He Effect of Change Management on Organizational Performance: The Case of Commercial Bank of Ethiopia, Dashen Bank and Hibret Bank Headquarters(AAU, 2025-05-12) Wasihun Zeleke; Yohannes Werkaferahu (PhD)The main objective of this thesis was to investigate the effect of change management on organizational performance in the Case of Commercial Bank of Ethiopia, Dashen Bank and Hibret Bank Headquarters. The study used quantitative research approach, both descriptive research and explanatory research design due to its intent to find the effect of the independent variables change management such as technological change, structural change, organizational culture change, and human resource management change on the dependent variable organizational performance. This study used proportionate stratified sampling and simple random sampling technique. Primary data was collected through structured questionnaires and also secondary source was collected from different company profiles, books and websites which dictate regarding the study. The study also used a cross-sectional research survey, in which data from respondents was gathered at a single point in time. In this study, a total of 342 questionnaires were provided to the respondents working under CBE, DB and HB headquarters and 310 was appropriately filled and returned. To analyze the collected data through questionnaires from the respondents, the researcher used SPSS version 23. The researcher used descriptive statistics to describe & summarizing data and inferential statistic such as correlation analysis and multiple linear regressions analysis. Accordingly, the Pearson correlation test revealed that all the four independent variables have a positive relationship with dependent variable organizational performance. The regression result confirmed that, all the independent variables (i.e. as technological change, structural change, organizational culture change, and human resource management change) have positive and significant impact on the organizational performance. The ANOVA test result also confirmed that, the prediction powers of the change management components are found to be statistically significant. The findings underscore the importance of a holistic approach to change management, where diverse components are synergistically integrated to drive performance improvements. For organizations like CBE, DB and HB, should adopt comprehensive change management strategies is crucial for sustaining growth, achieving strategic goals, and maintaining a competitive edge in a dynamic market environmentItem The Effect of Digital Banking Service Quality on Customer Satisfaction in the Case of Bunna Bank SC(AAU, 2025-06-22) Bebetelhem Tewolde; Meskerem Mitiku (PhD)This research investigated how the quality of digital banking services impacts customer satisfaction in selected Bunna Bank branches in Addis Ababa. Based on the SERVQUAL model, the study gauged five base service categories: reliability, responsiveness, assurance, empathy, and tangibility. Through surveys of 314 digital banking customers followed by statistical analysis, evidence indicated that high-tech, useful digital interfaces (tangibility) were most positively linked with satisfaction. While system reliability also had significant influence on satisfaction levels, elements like security guarantees and empathy had weaker impacts. The study suggested banks to emphasize enhancing their digital platforms and ensuring uniform service performance, besides paying continued focus to every service attribute. These results provide good guidance for Ethiopian banks as they confront the financial services digital revolution, particularly concerning what features of the services have the most impact on customer satisfaction in such an emerging market environment. The research also suggested future research into emerging trends of digital banking adoption among diverse demographic groups.Item Effectiveness of Internal Audit Practices: The Case of Ethiopian Insurance Corporation(AAU, 2025-06-27) Abiye Zeleke; Abebe Yitayew (PhD)This study aims to evaluate the internal audit practices of the Ethiopian Insurance Corporation (EIC) by using the International Professional Practices Framework (IPPF) as a standard. The research adopts a mixed-methods approach, combining surveys, in-depth interviews, and document analysis. For the survey, purposive sampling was applied to select five key districts from the organization’s entire population. A total of 37 self-administered questionnaires were distributed to internal auditors and senior managers across these districts: Central, Northern, Western, Southern, and Eastern Addis Ababa. Of these, 32 questionnaires were completed and returned, resulting in an 86.49% response rate. The main findings indicate that EIC prepares comprehensive audit work programs, effectively implements audit plans, and produces internal audit reports that comply with established standards. Additionally, the study found that quality assurance and improvement initiatives, as well as the independence and objectivity of the internal audit activities, align with IPPF guidelines. However, some shortcomings were identified, including insufficient professional care, a lack of certification at the required professional levels, staffing shortages, and inadequate training and development programs. Based on these results, the researcher recommends that senior management give more focused attention to the internal audit department, support ongoing professional development, and establish formal training policies to foster better performance within the EICItem Impact of Employees Support System on Employees' Extra-Role Behaviour (Organizational Citizenship Behaviour), The Mediating Role of Employee Engagement. In the Case of Selected Banks in Ethiopia.(AAU, 2025-05-30) Bontu Tariku Jinfessa; Lakew Alemu (PhD)This study explores how employee support mechanisms, including work-life balance (WLB), perceived supervisor support (PSS), and self-efficacy (SE), influence extra-role performance, also known as organizational citizenship behavior (OCB), focusing on the mediating role of employee engagement (EE) in selected Ethiopian banks. The study was conducted among 395 employees from Awash Bank, Cooperative Bank of Oromia, and Berhan Bank, utilizing a structured questionnaire to collect quantitative data. Analytical techniques such as descriptive statistics, correlation, multiple regression, and mediation analysis (via SPSS and PROCESS MACRO) were applied. The findings highlights that self-efficacy strongly predicts OCB, while PSS also shows a significant positive influence on both EE and OCB. In contrast, WLB demonstrates a weak direct relationship with EE and no significant direct effect on OCB in correlation, but its influence on OCB is realized indirectly through EE. Mediation analysis further confirms that employee engagement fully mediates the relationships between both WLB and PSS with OCB, whereas the effect of SE on OCB is solely direct, with no significant mediation observed. The regression models explain approximately 43% of the variance in both OCB and EE, indicating a moderate level of predictive power. Overall, the study emphasizes the critical role of fostering self-efficacy and supervisor support to improve employee engagement and promote extra-role behaviors (OCB) that contribute to organizational effectiveness in the Ethiopian banking sector. The results suggest that while work-life balance is valued, its influence on extra-role performance is largely indirect, emphasizing the importance of engagement as a key mechanism. These provide practical suggestions for human resource managers and policymakers seeking to develop targeted interventions that build a more engaged and high- performing workforce in the banking industryItem The Use of Banking Transactional Datasets for Humanitarian Aid Beneficiary(A.A.U, 2022-11-19) Tesfahiwot Tefera; Mesfin Fikre (PhD)Humanitarian aid organizations and governments are faced with the challenge of locating and identifying the poorest individuals for efficient and effective intervention. The old ways of poverty assessment through survey is expensive and have limitations. Surveys are conducted once in many years, are prone to biases by local surveyors’ and supervisors, respondents give biased and wrong responses specifically if they know data is collected for aid purpose. As census is unlikely, sample based data collection is not as accurate as what one can do with latest targeting approaches. Currently researchers are exploring the use of night time satellite imagery and mobile phone data analysis for targeting purpose. These approaches are also not without limitations. In developing countries the rural poor are not connected to electric grid and hence less feasible to be used for targeting. In this paper we explore the use of bank transaction activities of individuals in aid prone counties in Ethiopia. Based on IOM’s 2021 humanitarian aid seekers, 25 counties in Amhara Region of Ethiopia are selected. Over 23 million daily transaction records with an amount of over 18bln birr for 2020 and 2021 is acquired. The result is quite interesting. By analyzing how bank transaction datasets like deposits, withdrawals, and transfers etc. trends over time, it is possible to prioritize aid seeking places accurately and objectively. Such trends or seasonality can be used to derive other measurement indexes, to explore how these kinds of datasets can be used to improve humanitarian beneficiary targeting. Finally, adding bank transaction data analytics indexes into targeting aid beneficiaries’ models can improve predictions. The knowledge gained from this study could provide valuable insights into strategies for utilizing banking datasets to increase efficiency and effectiveness of targeting. Keywords: targeting, humanitarian, data analytics, forecasting, time series, machine learning, bank account transactionsItem Women Entrepreneurship: Spiritual Bricolage, Family Well-being, and Escalation of Commitment(AAU, 2025-12-01) Tigist Tesfaye; Lucia NaldiThe overarching aim of this dissertation is to understand how women entrepreneurs operating in the resource-constrained context of Ethiopia navigate the intertwined complexities of entrepreneurial life. This objective is addressed through three empirical research papers, all situated within the Ethiopian context. By examining the dynamic interplay between spiritual bricolage, family well-being, and escalation of commitment, the dissertation advances an integrated understanding of how women sustain entrepreneurial engagement under persistent structural and economic constraints. Drawing on life-story interviews and employing the Gioia method, Interpretative Phenomenological Analysis, and narrative inquiry, the research provides a rich, grounded account of women’s meaning-making, decision processes, and adaptive strategies. The dissertation contributes to the field of women’s entrepreneurship and to the theoretical lenses it adopts in several ways. First, it examines spiritual bricolage as a mechanism through which women mobilize spiritual practices and beliefs to reinterpret risk, respond to resource scarcity, and maintain legitimacy. Three strategies—adventurous sourcing, diligent embedding, and relational anchoring—are identified, demonstrating how spiritual resources shape entrepreneurial motivation, persistence, and everyday action in environments marked by uncertainty. Second, the dissertation explores how women construct family well-being as a collective and relational outcome of their entrepreneurial engagement. Rather than viewing well-being as an individual psychological state, women articulate it as a multidimensional process embedded in household needs and intergenerational aspirations. Four interconnected dimensions—family growth, family potential, family goals, and family commitment—show how entrepreneurship becomes a critical pathway for securing stability, enabling children’s futures, and advancing family continuity. Third, the dissertation extends Escalation of Commitment theory by examining commitment processes within contexts of resource scarcity. Contrary to traditional interpretations that emphasize persistence in failing ventures, the findings reveal that women often direct their commitment toward sustaining key resources—financial capital, social networks, legitimacy, and entrepreneurial knowledge—rather than toward any single enterprise. Strategic exits, reconfigurations, and re-entries reflect deliberate resource management and adaptive decision-making. The concept of resource-flow escalation is introduced to capture this resource-centered logic of persistence. Last but not least, this dissertation contributes to scholarship on entrepreneurial bricolage, well-being, and commitment by showing how women entrepreneurs actively mobilize spiritual grounding, family relationships, and resource configurations to maintain agency, meaning, andItem Strategy-Making in African Higher Education: Challenges and Opportunities, Discursive Practices, and Faculty Engagement in Ethiopian Universities(A.A.U, 2025-09-16) Zerihun Abera; Daniel PittinoStrategy-making perspective is a vital management tool for interpreting external and internal environments and aligning organizational activities with long-term goals. The main objective of this dissertation is to examine strategy-making in higher education institutions (HEIs) by raising an important question: what are the external and internal factors that influence the strategy-making process in higher education institutions? Based on the African context, it intends to provide empirical evidence on both external and internal factors that influence participation in strategy-making and its effectiveness. The dissertation employed a mixed-methods approach: a systematic literature review to synthesize existing literature on African higher education, and both qualitative and quantitative methods for the empirical investigation in the Ethiopian higher education context. Across African higher education, strategy-making is shaped by socio-cultural and political factors, while economic, technological, legal, and environmental dimensions remain underexplored, highlighting the need to strengthen governance, diversify revenue, enhance university–industry partnerships, manage talent, and decolonize curricula. In the Ethiopian context, strategy participation is influenced by discursive practices, where top management mystifies strategic concepts, middle management bureaucratizes them, and academic and administrative staff challenge these through their professional and organizational identities. Moreover, faculty engagement with industry positively affects their participation in strategy-making by providing practical knowledge, skills, and insights that align individual contributions with institutional goals. This dissertation advances our understanding of strategy-making in non-business and non-Western contexts by broadening the concept of strategic subjectivity to include lower management and employees, highlighting the role of communicative and participatory practices. It also provides Africa- and Ethiopia-specific insights into higher education strategy, showing how academic engagement with industry and the interplay of policy, industry demands, and academic values shape strategy-making. Practically, it offers guidance for higher education managers and policymakers by emphasizing participation, understanding power dynamics, and leveraging faculty–industry engagement to produce actionable strategic decisions. Keywords: Higher education institutions, Strategy-making, Participation, Strategy discourses, Academic engagementItem The Role of Risk Management Orientation (Coso Erm) on Organizational Resilience: A Case Study of Coca-Cola Beverages Africa-Ethiopia.(A.A.U, 2025-05-01) Elenata Zinare; Sewale AbateThis study examines the role of risk management orientation (RMO) in enhancing organizational resilience at Coca-Cola Beverages Africa-Ethiopia (CCBA-Ethiopia). Data were collected through structured questionnaires administered to 297 employees across regional depots, reflecting a higher response rate than the calculated sample size. The study evaluates five COSO ERM components of RMO—governance & culture, strategy & objective setting, performance, review & revision, and information, communication & reporting—and their impact on organizational resilience. Regression analysis revealed all five components significantly enhance resilience. Information, communication & reporting (β = 0.616, p < 0.001) exhibited the strongest effect, followed by review & revision (β = 0.198, p < 0.001). Governance & culture (β = 0.125), strategy & objective setting (β = 0.105), and performance (β = 0.106) also showed statistically significant contributions. Findings underscore integrating risk management into organizational culture, strategic planning, and communication systems for adaptive capacity and crisis preparedness. This research contextualizes risk-resilience dynamics within Ethiopia’s beverage industry, offering actionable insights for managers, policymakers, and scholars to strengthen organizational sustainability in volatile environments. Keywords: Risk Management Orientation, Organizational Resilience, COSO ERM, Ethiopia, Coca-Cola Beverages Africa-EthiopiaItem Strategy-Making in African Higher Education: Challenges and Opportunities, Discursive Practices, and Faculty Engagement in Ethiopian Universities(AAU, 2025-09-02) Zerihun Abera; Daniel PittinoStrategy-making perspective is a vital management tool for interpreting external and internal environments and aligning organizational activities with long-term goals. The main objective of this dissertation is to examine strategy-making in higher education institutions (HEIs) by raising an important question: what are the external and internal factors that influence the strategy-making process in higher education institutions? Based on the African context, it intends to provide empirical evidence on both external and internal factors that influence participation in strategy-making and its effectiveness. The dissertation employed a mixed-methods approach: a systematic literature review to synthesize existing literature on African higher education, and both qualitative and quantitative methods for the empirical investigation in the Ethiopian higher education context. Across African higher education, strategy-making is shaped by socio-cultural and political factors, while economic, technological, legal, and environmental dimensions remain underexplored, highlighting the need to strengthen governance, diversify revenue, enhance university–industry partnerships, manage talent, and decolonize curricula. In the Ethiopian context, strategy participation is influenced by discursive practices, where top management mystifies strategic concepts, middle management bureaucratizes them, and academic and administrative staff challenge these through their professional and organizational identities. Moreover, faculty engagement with industry positively affects their participation in strategy-making by providing practical knowledge, skills, and insights that align individual contributions with institutional goals. This dissertation advances our understanding of strategy-making in non-business and non-Western contexts by broadening the concept of strategic subjectivity to include lower management and employees, highlighting the role of communicative and participatory practices. It also provides Africa- and Ethiopia-specific insights into higher education strategy, showing how academic engagement with industry and the interplay of policy, industry demands, and academic values shape strategy-making. Practically, it offers guidance for higher education managers and policymakers by emphasizing participation, understanding power dynamics, and leveraging faculty–industry engagement to produce actionable strategic decisions. Keywords: Higher education institutions, Strategy-making, Participation, Strategy discourses, Academic engagementItem Effective Financial Management Practices for Non-Governmental Organizations in Ethiopia: A Case Study of Save The Children(A.A.U, 2025-12-02) Solomon Girma; Abebe YThis study investigates the effectiveness of financial management practices implemented by non-governmental organizations (NGOs) in Ethiopia, with a particular emphasis on Save the Children as a case study. The research explores core components of financial management, including budgeting, financial reporting, internal controls, and financial planning, which are essential for promoting financial efficiency, transparency, and organizational sustainability. To achieve these objectives, the study employs a mixed-method research design that integrates both qualitative and quantitative approaches. Qualitative data are collected through semi-structured interviews with finance staff, program managers, and compliance officers in order to capture experiential insights into organizational financial practices. Quantitative data are obtained from financial reports, budgets, audit findings, and performance records spanning multiple fiscal periods. The data are analyzed using descriptive statistics and thematic analysis to assess the extent to which financial management practices influence program delivery, donor confidence, and overall organizational performance. Furthermore, the study identifies common challenges faced by NGOs in Ethiopia, such as resource constraints, stringent compliance requirements, and capacity limitations, and proposes practical strategies to mitigate these issues. The findings are expected to serve as benchmarks for other NGOs operating in similar contexts, offering actionable recommendations for strengthening financial governance, accountability, and risk management. In addition to its practical implications, the study contributes to the academic literature by bridging theoretical frameworks with real-world applications, thereby deepening understanding of effective financial management within the NGO sector. Ultimately, this research provides valuable insights for practitioners, policymakers, and donors seeking to improve financial systems and ensure the long-term sustainability of development programs in Ethiopia. key Words: Financial Management, Budgeting, Internal Controls, Fund utilization, financial system and staff development IPSAS.Item The Role of Risk Management Orientation (COSO ERM) on Organizational Resilience: A Case study of COCA-COLA Beverages Africa-Ethiopia(A.A.U, 2025-05-02) Elenata Zinare; Sewale Abate; Hailemariam G; Dakito AlemuThis study examines the role of risk management orientation (RMO) in enhancing organizational resilience at Coca-Cola Beverages Africa-Ethiopia (CCBA-Ethiopia). Data were collected through structured questionnaires administered to 297 employees across regional depots, reflecting a higher response rate than the calculated sample size. The study evaluates five COSO ERM components of RMO—governance & culture, strategy & objective setting, performance, review & revision, and information, communication & reporting—and their impact on organizational resilience. Regression analysis revealed all five components significantly enhance resilience. Information, communication & reporting (β = 0.616, p < 0.001) exhibited the strongest effect, followed by review & revision (β = 0.198, p < 0.001). Governance & culture (β = 0.125), strategy & objective setting (β = 0.105), and performance (β = 0.106) also showed statistically significant contributions. Findings underscore integrating risk management into organizational culture, strategic planning, and communication systems for adaptive capacity and crisis preparedness. This research contextualizes risk-resilience dynamics within Ethiopia’s beverage industry, offering actionable insights for managers, policymakers, and scholars to strengthen organizational sustainability in volatile environments. Keywords: Risk Management Orientation, Organizational Resilience, COSO ERM, Ethiopia, Coca-Cola Beverages Africa-EthiopiaItem The Effect of Digital Marketing Strategies on Sales Growth: Evidence From Selected Coffee Exporters in Ethiopia(A.A.U, 2026-01-02) Anteneh Workaferaw; Habtamu EndrisThe authors conducted a study that explored the impact of digital marketing strategies on the sales growth of coffee exporting companies in Addis Ababa, Ethiopia. The authors cited the need for coffee exporters to adapt their businesses to today’s digitized global market by implementing effective online engagement methods so they can stay competitive. The authors used a positivist perspective as part of their research methodology. They used an explanatory research design, which is based on deductive reasoning, with a quantitative approach to collect the data. They employed a census approach to obtain the primary data from the 115 coffee exporting companies in Addis Ababa. The total number of valid responses was 113, providing a complete and representative analysis of the coffee exporting industry in Addis Ababa, Ethiopia. Data was collected using structured surveys and analyzed using descriptive and inferential statistical procedures, including multiple linear regression analyses, to determine what causal relationships existed among the different variables studied. The major findings from the research report demonstrate that digital marketing strategies are one of the main factors driving the success of an organization with the majority of sales growth explained by the effective usage of these strategies. Of the three types of digital marketing strategies examined, e-mail marketing was identified as the most effective, followed by social media marketing and online advertisement. Based on this research, digital tools allow exporters (coffee) to expand their market reach and increase their ability to manage customer relationships. Market growth results from the use of digital marketing as a strategy by coffee-exporting businesses. The authors recommend that coffee exporting firms invest in innovating how they communicate directly with customers and utilize digital storytelling techniques to establish the credibility of their global brands. To further support coffee-exporting firms, the authors recommend providing institutional support through the development of exporter digital capacities allowing for sustainable growth within the Ethiopian coffee sector within the national market. Key word: Digital Marketing, Sales Growth, Coffee Exporters, Email Marketing, Social Media Marketing, Ethiopia.