Factors Affecting Customer Retention in Private Commercial Banks in Addis Ababa
| dc.contributor.advisor | Abebe, Yitayew (PhD) | |
| dc.contributor.author | Daniel, Yilma | |
| dc.date.accessioned | 2019-10-14T15:15:57Z | |
| dc.date.accessioned | 2023-11-04T09:36:48Z | |
| dc.date.available | 2019-10-14T15:15:57Z | |
| dc.date.available | 2023-11-04T09:36:48Z | |
| dc.date.issued | 2019-06 | |
| dc.description | A thesis submitted to Addis Ababa University college of Business and Economics in partial fulfillment of the requirements for the Award of Master of Business Administration. | en_US |
| dc.description.abstract | The general objective of this study was to examine the major predictors of customer retention in private commercial banks in Addis Ababa city with the view of local banking industry market context. In order to attain this objective Six factors namely quality customer service, trust, customer satisfaction, switching cost, customer relationship and bank pricing were considered as predictor for the analysis of the study based on review of related literatures. Explanatory research design and quantitative approach was employed to analyze data. The hypotheses were tested on a sample of 351 out of 384 of respondents of private commercial banks customers giving a valid response of 91.4%. The data collection process was done using self-administered questionnaire filled by customers and it has taken place in different branches premises of the selected banks. The statistical package for social science (SPPS) V.20.was used to analyses the data collected. reliability analysis, factor analysis, correlation and regression analyses were used for purpose of analyzing the data. Based on R2 of the study independent predictors explain 76.3% of the variation of customer retention. Besides all independent variables (quality customer service, customer satisfaction, customer relationship, Trust, switching cost and bank pricing have a significant correlation with the dependent variable “customer retention. The results of regression analysis also showed that all predictor have significant influence on customer retention. In this case relatively quality customer service, customer satisfaction and pricing of banks were the major predictor of customer retention than the other three independent variables .Given these findings, recommendations were forwarded to management of banks to focus and have in-depth insights on predictors of customer retention in order to develop and implement the appropriate policies and procedures to enhance the retention of their existing customers. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/19425 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Consumer behavior | en_US |
| dc.subject | Customer retention | en_US |
| dc.subject | Quality customer service | en_US |
| dc.subject | Trust | en_US |
| dc.title | Factors Affecting Customer Retention in Private Commercial Banks in Addis Ababa | en_US |
| dc.type | Thesis | en_US |