Customer Relation Management: Comparative Analysis of Private and Government Owned Banks
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Date
2008-07
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Publisher
A.A.U
Abstract
A study was conducted concerning the veteran commercial bank of
Ethiopia and some randomly assumed private banks[dashen bank,
united bank, wogagen bank and nib international bank] on the
topic of customer relation management (comparative analysis of the
two banks). The main objective of the study was to find out whether
there is a significance difference in the customer relation
management [CRM] as far as the two banks are concerned. Such
study will help the banks to assess their current performance in
relation to the issue raised. In the current free market economy
effective manipulation of marketing strategies towards customer
satisfaction strongly determines company's long run survival. To
further carry out the objectives, the necessary data were collected
using primary methods. Questionnaires were distributed to the
customers and interviews were made with the banks officers.
Secondary sources were also reviewed to come up with accurate
remedy. Apart from this, sample sizes of 150 customers were
assumed randomly from each sector. Then the data collected were
edited, tabulated and some logical inferences drawn. The result of
the study was analyzed using hypothesis testing (z distribution)
and simple descriptive statistics. The out put of the study revealed
that there is a significant difference between private and
government owned banks as long as customer relation
management is concerned. That is, when relatively seen with
government owned banks, Private Banks recorded outstanding
customer relation management system.
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Keywords
Customer, Management:, Relation