The Effect of Customer Relationship Management on Customer Retention: The Case of Hibret Bank South Addis Ababa District
| dc.contributor.advisor | Fiseha Gebrehana (PhD) | |
| dc.contributor.author | Blen Getachew | |
| dc.date.accessioned | 2025-07-30T09:03:43Z | |
| dc.date.available | 2025-07-30T09:03:43Z | |
| dc.date.issued | 2024-10 | |
| dc.description.abstract | The aim of this study was to examine the effects of customer relationship management practiceson customer retention: The case of Hibret Bank. Thus, attempts were made to provide answers tothe research questions. In order to maximize accuracy and minimize error in estimating from thetarget population, participants for the study's questionnaire were chosen using a straightforwardrandom selection procedure to gather the data for this study, the simple random samplingtechnique was used to select participants for the questionnaire of the study. Out of the 261questionnaires provided, 242 were correctly completed by the participants. The study employedboth primary and secondary sources. To collect quantitative data analysis for this study,descriptive statistics like frequencies, percentages, means, inferential analysis and standarddeviations were used in conjunction with SPSS data. Both descriptive and explanatory study designs had been applied. The finding verified that trust has the strongest correlation withcommunication (0.638). This indicates that higher levels of trust are strongly associated with better communication between the bank and its customers. Enhancing trust can thereforeimprove communication, leading to more effective customer interactions. The finding of the study verified that bonding and trust do not significantly predict customer retention. From the findings,it was concluded that this regression analysis not only identifies key drivers of customer retention but also provides a statistically sound basis for prioritizing customer reward, servicequality, and responsiveness in retention strategies. The insights gained can guide managerial decisions and resource allocation to enhance customer loyalty and retention effectively. Finally,it was recommended that Hibret Bank should develop targeted retention programs: design and implement retention programs targeting specific customer segments based on their satisfaction,commitment, and responsiveness levels. Personalized retention efforts can be more effective in addressing the unique needs and preferences of different customer groups. Keywords: Customer relationship management practices, customer retention: | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/5802 | |
| dc.language.iso | en_US | |
| dc.publisher | Addis Ababa University | |
| dc.title | The Effect of Customer Relationship Management on Customer Retention: The Case of Hibret Bank South Addis Ababa District | |
| dc.type | Thesis |