A Comparative Study of Cross- Selling Practice in Public and Private Bank in Ethiopia( Special Reference Commercial Bank of Ethiopia and Dashen Bank in Addis Ababa City)
No Thumbnail Available
Date
2017-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Addis Ababa University
Abstract
This paper focuses on comparing the cross selling practices in public and private banks (Special
reference Commercial bank of Ethiopia and Dashen bank in Addis Ababa city). Thus, the study
tries to assess the status and ways cross selling has been put in to practice by selected Ethiopian
public and private banks. In addition, this research considers different cross selling dimensions
such as perceived benefit, initiatives, effectiveness, and hurdles. To achieve the objective of the
study, primary data were collected through questionnaire from sample of 60 bank employees of
Commercial bank of Ethiopia and 60 employees Dashen bank . These respondents were selected
using simple random sampling technique. The data collected through questionnaire were
analyzed using descriptive statistical analysis method and SPSS as a tool of data analysis.
Interviews were also conducted with management bodies of the selected private and public banks
in Addis Ababa city. The result of the study indicated that, there are several loopholes; such as,
lack of training and incentives, aggressive cross selling. In addition to the above findings, the
common challenge of the. The finding also suggests some initiatives which can be taken by the
banks in order to enhance cross selling practices of the banks. The study also clearly revealed
that the four cross selling dimensions are strongly related. Based on the findings of the study, the
researcher forwards some recommendations as; continuous supervision on the quality of
services, provision of training to employees, and incentives to employees help the banks to
achieve their objectives. The study revealed that cross selling practices in public and private
sector banks are some difference. Further, this study brought out the major cross selling
challenges and issue forced by both banks. Finally some important strategies were suggested for
the betterment of officer in public and private sector banks.
Key words: cross- selling, banking, retention customer
Description
Keywords
Cross- selling, Banking, Retention customer