The Influence Of Customer Behavior On Frontline Employee Engagement: In Case Of Commercial Bank Of Ethiopia In Addis Ababa Area Zone
| dc.contributor.advisor | Andualem, Getie (PhD) | |
| dc.contributor.author | Mebratu, Abebe | |
| dc.date.accessioned | 2019-03-25T06:56:49Z | |
| dc.date.accessioned | 2023-11-04T14:07:38Z | |
| dc.date.available | 2019-03-25T06:56:49Z | |
| dc.date.available | 2023-11-04T14:07:38Z | |
| dc.date.issued | 2018-06-15 | |
| dc.description.abstract | The main purpose of the study was to investigate relationships between perceived customer behaviors (including customer participation, citizenship behavior, complaint behaviour, and misbehavior) and frontline employee engagement (FEE) in employee of Commercial Bank of Ethiopia under Addis Ababa area zone. The population of this study was employees of CBE who are working with various branches of the bank found in various geographical locations of Addis Ababa specifically from the four districts i.e. North, south, west and east of the bank, which have got 261 branches. The research is quantitative method and cross-sectional field survey and co relational study. By using Multi-stage sampling, 368 employees were selected as the sample of the study. The standardized measurement scales were adapted and distributed to 368 employees in the form of questioners but, 341 respondents filled and replied were found valid for analyzed. A quantitative method which was cross-sectional study with deductive approach was chosen in this research. The SPSS version 20.00 for windows was used to process the primary data which was collected through questionnaire; a theoretical framework was used as a guideline to test the relationships between customer behavior and frontline employee engagement. Next, the research presents the research framework, methods, measures and findings and conclusion. Multiple regression analysis assessed the impact of customer behavior on employee engagement. Results indicate the positive effects of customer participation and citizenship behaviour on FEE were accounted for by explained such behaviours. Customer complaint had poor negative effect on employee engagement and customer misbehaviour also had positive insignificant effect on FEE. Findings highlighted the need for customer behaviour intervention to encourage their participation and manage their complaint behaviours during service encounters. Implications for practice are also discussed in the manager/supervisor development such as sensitivity training and workplace culture improvement to create the right environment for engagement | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/17157 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | customer participation | en_US |
| dc.subject | customer citizenship | en_US |
| dc.subject | customer misbehavior | en_US |
| dc.title | The Influence Of Customer Behavior On Frontline Employee Engagement: In Case Of Commercial Bank Of Ethiopia In Addis Ababa Area Zone | en_US |
| dc.type | Thesis | en_US |