"The Impact Of Customer Service On Customer Satisfaction And Loyalty" (A Study Of Insurance Companies In Etidopia)
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Date
2004-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
A.A.U
Abstract
The underlying aim of all employees training is to increase
efficiency. The need for employees training has increased
significantly in recent years. It is strongly argued that
the most effective training program is those which change
behavior on the job in a constructive way. Many training
program focuses on the modification of employee behavior in
a direction that is deemed advantageous to both the company
and individuals. Hence the proj ect focuses on the assessment of training
impact in government financial institutions. In order to
investigate this, questionnaire which is filled by 88
employees who had get the training is used. To complement
the response of employees', questionnaire which is filled
by 20 line managers and interviews from training officers
is utilized. The analysis and interpretation is made using
appropriate techniques with the aid of SPSS software
package. The investigation revealed the way training lS
conducted and evaluated in government financial
institutions The crux of
institutions to
method of need
identified gap,
this proj ect is informing the
reconsider their training methods
stated
such as
assessment,
define a
define
proper
training needs based on
training program, and
evaluating its effectiveness.
Besides it informs the stated institutions
training programs to know the contribution
overall performance of the organization.
to evaluate
of it to the overall performance of the organization.
Description
In Partial Fulfillment For Masters Of
Business Administration Degree (Mba)
Keywords
Government Financial Institutions