The Effect Of Personal Selling On Customer Loyalty: The Case Of Ethiopian Airlines
| dc.contributor.advisor | G/Medhin, Mulugeta (PhD) | |
| dc.contributor.author | Sirak, Henok | |
| dc.date.accessioned | 2019-04-03T05:37:33Z | |
| dc.date.accessioned | 2023-11-04T14:07:43Z | |
| dc.date.available | 2019-04-03T05:37:33Z | |
| dc.date.available | 2023-11-04T14:07:43Z | |
| dc.date.issued | 2018-06-15 | |
| dc.description.abstract | The purpose of this study is to investigate the effect of personal selling on customer Loyalty: The case of Ethiopian Airlines. The study used quantitative research method and employed explanatory research design to objectively answer the research questions. For achieving the study objectives, 384 sample respondents were selected through non-probable convenient sampling technique. Accordingly, data were collected through self administered questionnaire from sample respondents. Out of 384 respondents, workable data were obtained from 372 respondents. The Data was analyzed using SPSS software to obtain descriptive statistics, comparing mean scores (i.e. independent t-test and ANOVA) and other analyses (i.e. correlation analysis and multiple linear regressions). According to the study finding, among five variables, two variables (selling skill and trust) were identified as the main factors that affect the loyalty of Ethiopian Airlines customers. The study also finds out that the remaining 3 variables: selling strategy, product or service knowledge and organizational policy and procedure knowledge have no significant effect on the loyalty of Ethiopian Airlines Customers. The finding of the study showed that there is a significance difference in perceiving the five factors between and among the customers of Ethiopian airlines with different demographic profiles. Furthermore, on the basis of the research finding, appropriate recommendations along with implications for further studies have been forwarded. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/17445 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | Customer Loyalty | en_US |
| dc.subject | Personal Selling | en_US |
| dc.subject | Trust | en_US |
| dc.title | The Effect Of Personal Selling On Customer Loyalty: The Case Of Ethiopian Airlines | en_US |
| dc.type | Thesis | en_US |