The Role of Internal Marketing on Customer Satisfaction: the case of Private commercial Banks of Ethiopia Addis Ababa Branch
| dc.contributor.advisor | Workineh, Mesfin (PhD) | |
| dc.contributor.author | Mulugeta, Beselam | |
| dc.date.accessioned | 2019-11-06T06:54:26Z | |
| dc.date.accessioned | 2023-11-04T14:08:02Z | |
| dc.date.available | 2019-11-06T06:54:26Z | |
| dc.date.available | 2023-11-04T14:08:02Z | |
| dc.date.issued | 2019-06 | |
| dc.description.abstract | The purpose of this study was to explain the role of internal marketing on customer satisfaction of private commercial banks in Ethiopia Addis Ababa branch. Samples of respondents were drawn from employee and customer of private commercial banks of Ethiopia in Addis Ababa branch, where structured questionnaires were distributed to these samples. A theoretical framework was used as a guideline to test the role of internal marketing dimensions and customer Satisfaction .A quantitative method which is cross-sectional study with deductive approach and explanatory type of research design was chosen in this study. SPSS V 20.00 was used to analyze the data collected and to test the hypotheses put forward. The findings of this study then showed that all the dimensions of internal marketing namely, Internal communication, Employee motivation, Employee training, Customer orientation, Employee empowerment and Employee commitment have a positive and significant relationship with customer satisfaction of private commercial banks in Ethiopia Addis Ababa branch which led to, the acceptance of hypotheses one through six. And this was found by running correlation and multiple linear regression analysis on SPSS. These findings are beneficial the role of internal marketing for private commercial banks Ethiopia Addis Ababa branch to make their customers satisfied. | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/19894 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | internal communication | en_US |
| dc.subject | employee training | en_US |
| dc.subject | employee motivation | en_US |
| dc.title | The Role of Internal Marketing on Customer Satisfaction: the case of Private commercial Banks of Ethiopia Addis Ababa Branch | en_US |
| dc.type | Thesis | en_US |