Management Specialized in Quality Management and Organizational Excellence

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The Effect of Supply Chain Management Practices on Organizational Performance: a Case Study of BGI Ethiopia (Addis Ababa, Kombolcha, and Hawassa)
(A.A.U, 2025-05-19) Tekalign Teshome; Demeke Chimdesa (PhD)
The study is titled “The Effect of Supply Chain Management Practices on Organizational Performance: A Case Study of BGI Ethiopia (Addis Ababa, Kombolcha, and Hawassa).” To enhance the long-term performance of individual organizations and the overall supply chain, supply chain management involves the systematic and strategic coordination of all parties involved both directly and indirectly in meeting customer requests. This research paper explores the relationship between the company's organizational success and supply chain management practices. It assesses how competitive advantages influence BGI Ethiopia's performance and examines the implementation of supply chain management within the organization. Data for the study was gathered from the company's employees and various distributor agents through questionnaires, as well as from both primary and secondary sources. The sample respondents were selected with the help of probability random sampling particularly the stratified random sampling technique by applying proportional allocation to randomly selected branches (the strata). The questionnaire was developed based on the key variables identified as essential for achieving the study's objectives and was subsequently entered into SPSS analysis software for evaluation. The correlation Analysis indicated that supply chain management practices (customer relationship, strategic supplier partnership, level of information sharing, quality of information sharing) have significant and positive Relation with organizational performance and also the competitive advantage of product quality and competitive advantage of delivery dependability had a positive relationship with performance of the organization. The regression model analysis indicated that customer relationship, strategic partnerships with suppliers, of information sharing, and competitive advantages related to price/cost, product quality, and delivery dependability significantly impact the organizational performance of BGI Ethiopia. Based on these findings, the researcher recommends that BGI Ethiopia collaborate with suppliers in areas such as new product development, planning, goal-setting activities, problem-solving, and product improvement to enhance performance and gain a competitive edge. Material flow is closely dependent on information flow, so it is better to share the information timely and accurately. Since only production will not lead to good performance the company should produce the kind of product needed and delivering it to end user timely. Key words: Competitive advantage, Customer relationship, Organization performance, supply chain management practice
The effect of Strategic Orientation on Organizational Performance in Ethiopian Banks: the Role of Operational Efficiency as a Moderator
(A.A.U, 2025-05-30) Muluset Taye; Lakew Alemu (PhD)
The objective of this study is to examine the effect of strategic orientation on organizational performance in Ethiopian banks, with a specific focus on operational efficiency as a moderating variable. The objective is to evaluate how market orientation, innovation orientation, and entrepreneurial orientation influence bank performance, and whether operational efficiency strengthens or weakens these relationships. Explanatory research design was adopted, and 381 structured questionnaires were distributed to bank employees across various institutions, of which 360 were valid for analysis. For this study both primary and secondary source of data were used. The primary data was collected using close-ended with five point Likert scale and open-ended questionnaire and secondary sources were collected from previously done articles and books. The collected data was analysed by using correlation and regression models through SPSS version 26. Regression analysis showed that strategic orientation variables collectively explained 27%. The remaining 73% suggests that other unexamined factors such as leadership quality, regulatory environment, technological adoption, or macroeconomic conditions also play crucial roles.When operational efficiency was introduced as a moderating factor, the adjusted R² dropped to 0.057, suggesting that while the moderation effect exists, it accounts for only a modest portion of performance variability. Nevertheless, operational efficiency was identified as a key factor in mitigating performance challenges in the dynamic financial environment of Ethiopia. The study recommends that banks enhance their innovation capabilities and integrate efficiency-improving technologies to fully leverage strategic orientations. Future research should Investigate additional moderating or mediating variables (e.g., leadership styles, organizational culture, leadership quality) to better understand the complexity of organizational performance. Keywords: Strategic orientation, Organizational performance, Operational efficiency, Market orientation, Innovation, Entrepreneurial orientation
Digital Transformation and Organizational Performance: the Mediating Role of Innovation in the Context of Hibret Bank
(A.A.U, 2025-01-29) Fasika Anley; Habtamu E. (PhD)
The aim of this research is to examine the digital transformation and organizational performance: the mediating role of innovation in the context of Hibret bank. Explanatory research design and mixed research approach were employed. By systematic sampling techniques a total of 275 participant were become a part of a study. Questionnaire, interview and focus group discussion were used as a data collection tool. To analyse the collected data, SPSS version 26 was used. The finding revealed that Hibret Bank leverages a combination of core banking systems, Oracle FLEXCUBE, mobile and internet banking platforms, ATM/POS networks, and agent banking systems, and cybersecurity measures to drive its digital transformation efforts. These systems not only enhance the efficiency of banking operations but also improve customer service, accessibility, and security. The main challenges of digital transformation are integrating new technologies with existing systems, Lack of a clear digital strategy, Resistance to change from employees, insufficient budget for digital transformation initiatives, and Lack of skilled personnel. From inferential analysis, all independent factors have a positive correlation with, organizational performance. Organizational performance is significantly connected to the linear combination of the parameters. Innovation as mediating variable has half of explanatory Power. Based on the finding, the bank should develop a compressive and clear digital strategy that integrates the services of each department and branch as well as customer demands. Key words digital transformation, Operational efficiency, decision making, innovation cooperatives, Organizational performance
The Effect of Strategic Management Practice on Organizational Performance
(A.A.U, 2025-06-23) Etsegenet Lemecha; Dejene Tulu (PhD)
This study aims to understand the effectiveness of strategic management practice in selected commercial banks in Ethiopia. Most of studies show that there is a remarkable relationship between strategic management practice and organizational performance. This study tried to show how these practices affect the performance of organization. The primary data was collected through 107 structured questionnaire distributed to employees directly involved in strategic management process across seven selected Private Banks. Secondary data source was gathered from five years of audited bank reports and publications from regulatory bodies. The research used purposive sampling to select participants and inferential statistics for correlation and multiple regression analysis. The result of the correlation and regression analyzed using SPSS version 30 and presented as tables for analysis. By providing empirical evidence the study addresses a gap on how strategic management practices affect organizational performance, with practical implications for executives and policymakers seeking to improve operational effectiveness in this sector. The result of this study shows that environmental scanning and strategic formulation have strong positive and statistically significant effect on organizational performance. On the other hand strategic implementation and strategic evaluation and control while correlated, did not show significant effect in regression model. The finding demonstrates the importance of proactive environmental analysis and inclusive strategy development while showing constant gaps in implementation and evaluation process. These findings offer practical benefits for banks managers and policy makers who want to increase operational effectiveness and competitiveness in Ethiopian’s banking sector. Keywords: Environmental scanning, Strategic formulation, Strategic implementation, Strategic evaluation and control.
Factors affecting the success of startup business in Addis Ababa.
(A.A.U, 2024-10-08) Yohannes Negash; Yared Asrat (PhD)
Purpose of the study The Purpose of the study was to investigate the relationship between factors(human capital, Financial capital, cultural factor, social factor and government policy) and success of startup business in Addis Ababa.. Design/methodology/approach The research framework was investigated using a self administrative questionnaire. Based on simple random sampling technique, 219 employees were selected from beU delivery and Gebeya analyzed by using SPSS version 27. Findings Evidence from the study showed that the study variables (HC, FC, SF, GP) significantly influenced success of startup business but CF has found insignificant result. Practical Implications To make these factors add value to the increase success, startups have to use them in structure, processes and culture. Originality/value Prior research has focused mostly on direct relationships; the current work builds the combination of contingency and RBV theory by considering the empirical explanation of strategic orientation dimensions and environmental turbulence. Additionally, the study also contributes significantly to strategic orientation and organizational performance literature.
The Effect of Quality Management System on Organizational Performance: the Case of Epharm Ethiopia
(A.A.U, 2025-01-14) Habtamnesh Bayissa; Tewodros Wuhib (PhD)
This research has been conducted to examine the effect of QMS (Quality Management System) on organizational performance in the case of Ethiopian Pharmaceutical Manufacturing (EPHARM) S.C. This is due to the reason that companies frequently assume QMS practices and ISO certification can improve organization performances. An explanatory research design and mixed approach has been employed to investigate the effect of QMS on the Ethiopian Pharmaceutical Manufacturing (EPHARM) S.C organizational performance. Audit Report & Annual performance reports are used as secondary data and Questioners & interview are used as primary data. These data were collected from the case company managers, division heads, experts and staffs. Purposive sampling used to select the interviewees and respondents for the questionnaire. The collected data was analyzed using descriptive statistics and SPSS version 26 software was used to test for its significance. The results showed that Implementation of quality management systems has positive effect on the performance of the company. Organization performance dimensions such as business performance, product quality and operational performance are positively affected by the quality management system practices. The research finding has also showed that the major challenges in the course of quality management systems implementation process are gaining the work force commitment, top management commitment, lack of QMS knowledge and experience, insufficient time and limited budget. This research has surfaced the effect of quality management system on organizational performance, and so the case company, researchers, practitioners, affiliated institutes and organizations will be benefited from the research findings. Key words: Quality management system, organizational performance, manufacturing industr
Assessing organizational Leadership Style: In Case of Enat Bank
(A.A.U., 2020-08-06) Kassech Kochito; Jemal Moha mme d ( PhD)
Leadership is one of the key determinants associated with the success and failure of any organization. Leadership style is the manner in which people are directed and motivated by a leader to achieve organizational goals. This study assesses leadership styles applied in Enat bank particularly at AddisAbaba branch. The study examines the application of transformational leadership, transactional leadership, and laissez-faire leadership among the manager of Enat bank. To assess the leadership style Multi factor Leadership Questionnaire (MLQ) form 5x was utilized. The self-rating and observer rating questionnaires were used to measure the behaviors of leadership on a 5 point Likerttype scale questions and the data were analyzed using frequency and independent sample t-test using SPSS version 20. The final results of this study clearly shows that transformational leadership and transactional leadership are the most applicable leadership styles. This may mean Enat bank management need to maintain and enhance the transformational leadership and transactional leadership styles in their management system.
The Effect of Knowledge Management Processes on Organizational Performance: The Mediating Role of Organizational Learning: In Case of Addis Ababa and Haramaya Universities
(A.A.U, 2024-10-28) Tekle Getachew Desta; Zelalem Gebretsadik (PhD)
Organizations are expected to manage their knowledge systematically and scientifically in today’s knowledge-based economy to maintain competitive advantages, especially in the education sector, where knowledge is highly important. The study aimed to examine the processes of knowledge management (KM) and its effects on organizational performance (OP) with a mediating role of organizational learning (OL) in Addis Ababa and Haramaya universities. The study employed an explanatory research design. It adopted a deductive research approach by focusing on all academic staff of the two universities with a sample size of 354. The data was collected online using Google Forms through a questionnaire and analyzed using smart PLS version 4.1.0.6. The reliability and validity (measurement model) were assured using the appropriate validation techniques. Bootstrapping was used to test the significance and relevance of the structural model. The hypothesis testing outcomes reveal several key findings. Knowledge acquisition has a negative significant effect on organizational performance. Knowledge application and protection significantly and positively affect organizational performance; however, knowledge sharing and organizational performance show a positive relationship only at 10% significance level. Organizational learning acts as a partial mediating factor in the relationship between knowledge acquisition (KA), knowledge application (KAP), knowledge protection (KP), and organizational performance. Organizational learning has a full mediation effect between knowledge sharing and organizational performance. Furthermore, organizational learning has a strong and direct positive effect on organizational performance. This implies that while knowledge management processes are crucial, their effectiveness in improving performance is significantly enhanced when organizational learning is present.
The Effect of Employee Engagement on Job Performance and the Mediating Role of Job Satisfaction: The Case of Ethiotelecom (Addis Ababa)
(A.A.U, 2020-06-29) Desalegn Sewagegn; Lakew Alemu (PhD)
The main purpose of this study was to analyze the effect of employee engagement on job performance and the mediating role of job satisfaction in Ethio telecom (Addis Ababa).The researcher employed Utrecht Work Engagement Scale (UWES) and the short version of Minnesota Satisfaction Questionnaire (MSQ) used for measuring employee engagement and Job satisfaction. Descriptive statistics used to analyze the data and cluster sampling used to select the samples. A structured close ended questionnaire used to collect data from a total target population 8,794 permanent employees and sample of 383 professional and managerial employees in Ethio Telecom (Addis Ababa). The SPSS version 22 used to conduct the statistical analysis of all data in this study. Pearson Correlation and multiple regression analyses were conducted to examine the suggested hypothesis and test the direct and mediated relationships among variables. The findings indicated that the overall employee engagement dimensions have positive and significant relationship with job performance with vigor (r=.544), Absorption (r=.547), and dedication (r=.245) with p=.000 with absorption had the most contribution. The overall Employee Engagement has significant effect on job performance with (Beta=.488, p=0.00). The results suggested that Job satisfaction had also positively and significantly affected Employee’s job performance. Furthermore, four steps and bootstrapping criteria used to analyze the partial mediation of associations between Employee engagement (vigor, dedication, and absorption) and job performance of EthioTelecom (Addis Ababa). Therefore, it is better that Ethio Telecom give priority on the dedication dimension Employee engagement and provide due attention how to inspire, proud and enthusiastic about their job to get crucial competitive advantages and successful including higher productivity and lower employee turnover.
The Impacts of Quality Management on Performance Improvement in the case of Ethiopian Commodity Exchange: the mediation effect of Leadership
(AAU, 2024-02-20) Dawit Solomon; Mohammed Seid (PhD)
The study aimed to examine the mediation function of authority in navigating the connection between quality assurance and effectiveness enhancement via the Ethiopian Grain Trade (ECX). Formal surveys were conducted with 139 participants, using inductive and descriptive data. The results showed that the Ethiopian commodities Exchange's existing checks and balances were of passable efficacy. However, there is potential for development. Regulatory authorities should prioritize improving supervision procedures and implementing strong quality management procedures. This can be achieved by encouraging an environment of ongoing development and highlighting the value of quality control across all aspects of the business. The research also showed a strong and favorable correlation between boosting productivity, direction, and excellent assurance. The relationship between quality control with productivity enhancement seems to be somewhat mediated by administration. This highlights the importance of strong management in advancing exchange-controlled exchanges effectiveness programs. The study recommends management across the Ethiopian Stock Market embrace the development of a society rooted in greatness through ongoing enhancement. This can be achieved by fostering tasks that promote productivity advantages and cultivating strong managerial skills. It is also crucial for administrators and government organizations to establish processes for ongoing improvement and regular review and improvement of inspection procedures.
The Impact of Total Quality Management in Customer Satisfaction in the Case of Ethio Telecom, in Addis Ababa
(AAU, 2024-01-10) Endalkachew Masresha; Tewodros W. (Asst Prof)
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
The Effect of ATM Service Quality on Customer Satisfaction the case of wegagen Bank Addis Ababa Branches
(A.A.U., 2023-01-09) Banteamlak Menweye; Meskrem M. (PhD)
The main goal of this study is to assess the effect of ATM service quality on customer satisfaction in wegagen bank S.C. Addis Ababa branches. To this end, the users’ level of customer satisfaction and perception of the quality of service being provided by the bank were investigated. To achieve the objectives of this study, the study adopted descriptive research methods by obtained data from primary and secondary source. The primary data was collected through questionnaires from a Sample of 396 ATM customers wegagen bank Addis Ababa branches. These respondents were selected using convenient sampling method. The data collected from the questionnaire were analysed using Statistical tools such as through descriptive statistics, correlation and regression analysis and presented in the form of table, graph and pie chart. The secondary data were collected from reviewing magazines, different books, official bank manual, online sources, and other documented materials that provide relevant information to study. The major problems faced by the customers while using the services includes few number of ATM terminals in the branch and different business environments, ATM Machine cannot be properly functioned and cannot provides immediate response to the customers when cash withdraws without tendering of payments and the ATM card often appears to malfunction in the Banks own branch’s as well as other Banks ATM Machine which keeps the Bank at disadvantage position as compared to the other private and government Banks. The collected data were analyzed using descriptive and inferential statistics and presented in the form of table, graph and pie chart. The descriptive result shows overall customer satisfaction is lower to ATM customers. In addition, inferential result of this study shows all service quality dimensions have positive significant relationship except empathy. Regarding the effects, the researcher recommends to wegagen bank to improvements has to be done on ATM service quality by providing efficient and sustainable network system, maximizing number of ATMs in convenient areas for service and considering high progress on service quality dimensions included in this study.
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 Mediating Effect of Engagement on The Relationship Between Job Satisfaction and Employee Performance, The Case of Ethio Telecom (Head Office)
(A.A.U., 2023-06-09) Etsehiwot Habete; Amare Abawa (Ph.D)
The purpose of this research was to investigate the mediating effect of employee engagement on the relationship between job satisfaction and employee performance, in case of Ethiotelecom head office. The researcher used short form Minnesota satisfaction Questionnaire, the Utrecht Work Engagement Scale, and trait emotional intelligence question, to measure job satisfaction, employee engagement and job performance. Descriptive statistics was used to investigate the data and simple random sampling is used to select the samples. A structured close ended questionnaire was used to collect the data. Version twenty-seven Statistical Package for the Social Sciences, was used to conduct the statistical analysis of all data in this study. Multiple regression and Pearson correlation analysis were used to examine the proposed hypothesis and test the indirect and direct relationships and effects among variables. Additionally, bootstrapping method and Baron Kenny’s four steps were used to examine the partial mediation of relations between job satisfaction, job performance and employee engagement. Generally, the study finding shows that all the variables are significantly affected each other and had significant positive relationship, Job satisfaction and Employee engagement are statistically significant contributors to job performance, there is significant partial mediating effect of engagement on the relationship between Job Satisfaction and Job Performance and The results of testing the hypotheses showed to accept all four alternative hypotheses. to conclude the researcher recommends using other dimension of measuring tools and mediator variable to investigate the effect of job satisfaction on job performance rather than those used in this study.
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.
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
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.
E-Banking Service Quality of Ethiopian Banks
(A.A.U., 2019-10) Dula, Befikadu; Mohammed, Seid (Dr.)
The purpose of this study is to assess the quality of electronic banking services in Ethiopian banking industry. To conduct this study, the researcher collected data from the active electronic banking service users for the past consecutive two months. A mixed approach was used to answer the research questions that obtained from the existing literature and gathered data. A Purposive sampling technique was employed to recruit 150 of respondents representing the target criteria (age, duration of usage, and technology-know-how). The study statistically analyzed data obtained from respondents using SPSS version 20 (Statistical Package for Social Sciences). The electronic banking service was represented by security, system availability, ease of use, reliability and responsiveness. The result of the study indicates that a significant proportion of the sample respondents e-banking services like POS and Internet banking services potential were not adequately used by customers and the major problem that customers experienced on mobile banking was the lengthy steps in processing transactions. Based on the overall score value, it is possible to conclude that the Internet banking service, which was used by very small proportion of customers, was moderately satisfactory to the customers using the service. Finally, it is possible to suggest that serious measures has to be taken on the ICT and power supply infrastructure, as well as liberating network providers, banks updating their softwares and NBE re-establishing a legal framework on the usage of e-banking services. Last but not least, the National Bank of Ethiopia as the regulatory body of the financial sectors of the country, together with the banking sector stakeholders has to enforce banks to update and modernize their technology in order to satisfy the users of the electronic banking.
Determinants of Customer Satisfaction on Electronic Tax Payment of Selected Branch Office of Ethiopian Revenues and Customs Authority (ERCA)
(A.A.U., 2019-10) Hewan, Tedla; Yitbarek, Takele(Dr.)
The purpose of this study was to identify the factors of customer’s satisfaction on online tax payment system of ERCA large taxpayer’s branch office. The study prepared to obtain a better understanding of the e-tax filing system and the user’s feedback or their perception on the system. To this end system quality, information quality and service quality were the independent variables and customer satisfaction is a dependent variable. Three research questions and six hypotheses developed to address the research objectives. A correlation and multiple regression analysis reveals that, the all hypothesis that information quality, system quality and service quality has an effect on customer satisfaction of online tax payment system are accepted. In line with the hypothesis, the regression result shows that all the independent variables have a positive significant effect. Positive and significant values in the coefficients indicate that all three independent variables namely; information quality, service quality and system quality have positive effect towards customer satisfaction in online tax payment system. Based on the finding investigated the ERCA should be give high emphasis and improving the information quality, service quality and system quality of online tax payment system in order to meet customer satisfaction as well as to increase users in the future.

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