Assessment of Outsourcing Practices and Effects on Service Quality: The Case of Commercial Bank of Ethiopia Headquarters
| dc.contributor.advisor | Zelalem Bayisa (PhD) | |
| dc.contributor.author | Anteneh Kinde | |
| dc.date.accessioned | 2025-08-02T11:08:57Z | |
| dc.date.available | 2025-08-02T11:08:57Z | |
| dc.date.issued | 2024-07 | |
| dc.description.abstract | The study aims to assess the practice of outsourcing on service quality, focusing services at the Commercial Bank of Ethiopia (CBE) headquarters. Data were collected from 253 CBE headquarters employees and 57 Commercial Nominees workers. Descriptive statistics were used to analyze the questionnaire data. Results indicated that service providers were rated higher than in-house services, with an average mean score of 3.156 after outsourcing compared to 3.153 before outsourcing. Responsiveness improved, showing a mean score of 2.98 post-outsourcing versus 2.75 pre-outsourcing. Tangible aspects of service quality had a mean score of 3.10 after outsourcing, slightly lower than the 3.23 before outsourcing. Assurance saw a decline, with a grand mean of 3.715 post-outsourcing compared to 3.53 pre-outsourcing. Empathy ratings decreased from 3.25 before outsourcing to 2.97 after outsourcing. The paired sample test revealed a significant improvement in service quality post-outsourcing, with a t-value of 12.260 and a p-value of .000, rejecting the null hypothesis of no significant difference. In conclusion, service quality improved post-outsourcing. Recommendations include expanding outsourcing to all branches, improving logistics management, ensuring material standards, and enhancing communication with service providers. Future research should examine the practice and other outsourced services across various sectors to build on these findings. Keywords: Reliability, responsiveness, tangibles, assurance, empathy, Commercial Nominees, Commercial Bank of Ethiopia | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/6014 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.title | Assessment of Outsourcing Practices and Effects on Service Quality: The Case of Commercial Bank of Ethiopia Headquarters | |
| dc.type | Thesis |