Masters of Business Administration (MBA)

URI for this collectionhttps://rps.wku.edu.et/handle/987654321/110

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CHALLENGES AND PROSPECTS OF E- BANKING SERVICE IN ETHIOPIA: THE CASE OF SELECTED COMMERCIAL BANKS AT WOLKITE TOWN.
(WOLKITE UNIVERSITY, 2018-06) DIRES ENDALE, DIRES
SUPPLY CHAIN MANAGEMENT PRACTICES OF K.O.J.J FOOD PROCESSING COMPLEX PLC
(WOLKITE UNIVERSITY, 2018-06) TEFERA ZERGA
Supply chain management is the means by which firms engaged in creating, distributing, and selling products, can join forces to establish a supply network. The supreme competitive advantage-has emerged as one of the most powerful business improvement tools around is supply chain management. Companies all over the world are pursuing supply chain as the latest methodology to reduce costs, increase customer satisfaction, better utilize assets, and build sustain their revenues. The purpose of this research paper was to assess the practices of supply chain management practices from the five supply chain management practices perspectives (Supplier and customer relationship, internal operations, information sharing, information technology and training) and to see the integrations among supply chain partners. For the accomplishment of this, the study employed descriptive research design in which the selectionsof the respondents using stratified simple random sampling techniques. The total numbers of K.O.J.J food processing complex plc employees are 773 out these, 125 employees and there are 150 enterprise level customers and raw material suppliers among those 32 raw material suppliers and industrial customers would have been considered as a sample unit. Furthermore, one general manager and five functional managers were interviewed. A primary source of data was used for this study. Five point Likert scaled questionnaire and interviews have been used as instruments for data collection. The data were analyzed using descriptive and inferentialstatistical tools presented in tables. The major finding indicates that, most supply chain management practices are moderately practiced within the K.O.J.J’’s food processing complex plc supply chain. Whereas information technology and training practices are poorly applied.Sales forecast information sharing with customers is poor. Based on both quantitative and qualitative analysis the case factory relationship with its customers and suppliers would be poor customers’ services. Manufacturing, supply and demand uncertainties which are the major headaches or challenges of the case factory supply chain which prohibits effective implementation of supply chain management. Therefore enhancing organizational objective effective and efficient, it is better for the organization to give due attention to the make supply chain management practices and the integration of supply chain actors effective
ASSESSMENT OF CUSTOMER REL ATIONSHIP MANAGEMENT AND CUSTOMER SATISFACTION PRACTICE CASE OF COMMERCIAL BANK OF ETHIOPIA
(WOLKITE UNIVERSITY, 2018-06) GEBEYEHU MELESSE
Customer Relationship Management (CRM) is the strongest and most efficient approach inmaintaining and creating close relationships with customers in the service sectors including banks.As world has become a global village, competition become tough and stiff between organizations and formed a climate of constant change, achieving and holding a customer has become vital for the success of any organization and Ethiopia is no exception.To examine and measure customer relationship management and its assessment on customer satisfaction practice in Commercial Bank of Ethiopia west Addis Ababa districts was the aim of this study.In this study both qualitative and quantitative approaches were employed. The study used primary and secondary sources to gather data. Primary data were collected through close ended questionnaire and semi-structured interview. The study has been conducted on a sample group of both customers and employees a total of 392(three hundred ninety two) respondents in three branches of CBE West Addis Ababa district located in Guraghe zone. To analyze the collected data correlation, simple linear regression was used. The findings show that customer relationship management dimensions affects customer satisfaction.
The Impact of Perceived Organizational Injustice on Employees Turnover Intentions In Guraghe zone public service sector
(WOLKITE UNIVERSITY, 2018-06) Siyoum Amiga
The purpose of this study was to investigate the impact of perceived organizational injustice on employee’s turnover intention in Guraghe zone public service sectors. The population under study was all employees in Guraghe zone public service sectors. Using proportionate stratified random sampling based on the size of statistical community, 281administrative employees were participated in the study. The study had a descriptive and causal research design and the required data were collected by using the validated form of organizational justice questionnaire containing 22 questions and validated form of turnover intention questionnaire, containing 3 questions. The reliability was estimated using Cronbach's alpha coefficient for distributive, procedural and interactional justice respectively were, 0.93, 0.69 and 0.80 and 0.92 for turnover intention. The obtained data were analyzed using frequencies, mean, and linear regressions.Result indicates that the level of employee’s perception of organizational justice is below average, whereas their intention to leave their organization is high. The result of mean of perceived organizational justice and turnover intention showed that employee’s level of turnover intention is high. This high level in turnover intentions indicates that majority of employees have perceived low level of organizational justice, which means the employees are not satisfied with the outcome that they receive, with the procedures by which they acquire outcomes and with interpersonal treatment as well as the quality of information that they receive about the outcomes. The results of linear regression showed that the best predictor of turnover intention was distributive injustice. Based on findings, the researcher recommended the management of Guraghe zone public service sectors to take actions that rise justice perception and decrease turnover intentions.
ASSESSMENT OF FACTORS CONTRIBUTING FOR LOAN NON-REPAYMENT THE CASE OF OMFI GURAGHE ZONE BRANCH
(WOLKITE UNIVERSITY, 2018-06) FELEKE LEMMA
This study was conducted with the objective of “assessing factors contributing for loan non-repayment in Omo Micro Finance Institution Guraghe zone branch “ using both primary and secondary data . Descriptive research design was used to carry out the study. Primary data were collected using structured questionnaires with the help of trained data collectors, and secondary data were also collected from Omo Micro Finance Institution Guraghe zone branch office, and sub-branch offices. Out of 383 samples data were collected from 370 defaulters (96.7%). Statistical Package for Social Sciences (SPSS) software was employed to analyze data. The results of the analysis showed that age, marital status, family members, education status, type of business engaged/residence, type of loan, type of borrowing, amount of loan released, delayed loan release, inconvenient repayment period , and level of income ,training and monitoring were the major contributing factors for non-repayment of loan to Omo Micro finance Institution Guraghe Zone branch office. The remaining independent variables used in the research had a contribution for the non-repayment of the loan but were not significant contributing factors .Revision of policy issues, and strengthening the institutional capacity was recommended
OMMERCAILBANKSANDECONOMICGROWTHINETHIOPIA: PANELDATAANALYSIS
(WOLKITE UNIVERSITY, 2018-06) MULUGET ASEIFU
ASSESSING THE IMPACT OF CORE BANKING SYSTEM ON CUSTOMER SATISFACTION IN SOME SELECTED COMMERCIAL BANKS WOLKITE TOWN
(Wolkite University, 2018-09) YONAS ENDALE GELAN
Financial institutions across the globe are re-examining how they meet their customer satisfaction and developing plan needed to align them strategically to remain competitive & Profitable in the future. Core banking service has networking of branches which enables customers to operate and manage their accounts and avail themselves of banking services from any branches of banks irrespective of the branch with which they maintains their accounts. Customer Satisfaction leads organization to gain loyalty and achieve the desired objectives. Formerly commercial banks use manual & Obsolete technologies. This becomes cause for customer dissatisfaction on day to day financial institution service quality. Therefore this research focus on recognizing the impact of Core banking system on Customer Satisfaction at some selected commercial banks which is commercial bank of Ethiopia, Nib international bank, Abyssinia bank & Debub global bank. The main objective of this study is to assess the impact of Core banking on Customer satisfaction in Commercial banks. As ample of 398(three hundred ninety eight) customers were selected using probability sampling technique and among these 360(three hundred sixty) was collected. Questionnaire & interview was used to collect primary data for the study and data was analyzed using descriptive statistics and inferential statistics. The result of this study shows that, there was significant relationship between core banking & customer satisfaction and also there was significant relationship between service quality & customer satisfaction. From the service quality dimensions; reliability, empathy & tangibles are positive and significant impact on customer satisfaction & the remaining assurance, responsiveness are positive but insignificant impact on customer satisfaction. Thus it is suggested that application of Core banking technologies and service quality on Commercial banks have many contributions regarding Customer satisfaction.
EFFECTIVENESS OF RURAL JOB OPORTUNITY CREATION PACKAGE IN THE CASE OFMAREKO WEREDA, GURAGE ZONE
(WOLKITE UNIVERSITY, 2019-05) MISBAH BULGU
Creating job for jobless or unemployed youth is an activity that engages the youth to new job and gives to solution for rural youth unemployment. The rural job opportunity creation package was a package that started in 2012G.C. The package applied for 6 years by budgeting 10648273.5 ETB as a revolving fund by targeting all the 25 rural kebele jobless and land less youth to participating the locally identified income generating activities like off farm and on farm IGAs. According to the wereda youth and sport office report 485 enterprises or 2951 individuals are participated in the package. From the total population of 485 enterprises the study was selected 144 enterprises by applying Yamaneh / 1967/ formulas. The research used explanatory type of research, relevant data collected from primary and secondary data sources. The study used different sampling techniques like systematic random sampling, simple random sampling, stratified sampling, probability sampling techniques. The major activities of the package were creating continuous and sustainable job for the rural jobless youth by providing different supports. The major focus of the study was assessing the effectiveness or continuity of package participants, how the profitable enterprise becomes profitable, how those create their economic capacity, and identifying the major challenges to implement the package was focus areas of the study. Data’s was analyzed by using logit model to test the probability to contribute independent variables to those effective business enterprises. From the result the study was identified among the total targeted enterprise 82 enterprises was continuously run their business, 88 enterprises was profitable with their selected business, and 84 enterprises able to create additional asset or capacity. The result of logit model indicates business profitability, training, saving habit, provision of working place, economic capacity improvement, guiding with BP, are positively probability to increase business effectiveness or continuity. The other result enterprise to become profitable, appropriate IGAs selection was highly contributed for their profitability, to improve economic capacity, saving was primarily identified. Finally the study identified fluctuation of market price and lack of working place as major challenges to implement their business.
EFFECTIVENESS OF RURAL JOB OPORTUNITY CREATION PACKAGE IN THE CASE OFMAREKO WEREDA, GURAGE ZONE
(Wolkite University, 2019-05) MISBAH BULGU
Creating job for jobless or unemployed youth is an activity that engages the youth to new job and gives to solution for rural youth unemployment. The rural job opportunity creation package was a package that started in 2012G.C. The package applied for 6 years by budgeting 10648273.5 ETB as a revolving fund by targeting all the 25 rural kebele jobless and land less youth to participating the locally identified income generating activities like off farm and on farm IGAs. According to the wereda youth and sport office report 485 enterprises or 2951 individuals are participated in the package. From the total population of 485 enterprises the study was selected 144 enterprises by applying Yamaneh / 1967/ formulas. The research used explanatory type of research, relevant data collected from primary and secondary data sources. The study used different sampling techniques like systematic random sampling, simple random sampling, stratified sampling, probability sampling techniques. The major activities of the package were creating continuous and sustainable job for the rural jobless youth by providing different supports. The major focus of the study was assessing the effectiveness or continuity of package participants, how the profitable enterprise becomes profitable, how those create their economic capacity, and identifying the major challenges to implement the package was focus areas of the study. Data’s was analyzed by usinglogit model to test the probability to contribute independent variables to those effective business enterprises. From the result the study was identified among the total targeted enterprise 82 enterprises was continuously run their business, 88 enterprises was profitable with their selected business, and 84 enterprises able to create additional asset or capacity. The result of logit model indicates business profitability, training, saving habit, provision of working place, economic capacity improvement, guiding with BP, are positively probability to increase business effectiveness or continuity. The other result enterprise to become profitable, appropriate IGAs selection was highly contributed for their profitability, to improve economic capacity, saving was primarily identified. Finally the study identified fluctuation of market price and lack of working place as major challenges to implement their businessCreating job for jobless or unemployed youth is an activity that engages the youth to new job and gives to solution forrural youth unemployment. The rural job opportunity creation package was a package that startedin 2012G.C. The package applied for 6 years by budgeting 10648273.5 ETB as a revolving fund by targeting all the 25 rural kebele jobless and land less youth to participating the locally identified income generating activities like off farm and on farm IGAs. According to the wereda youth and sport office report 485 enterprises or 2951 individuals are participated in the package. From the total population of 485 enterprises the study was selected 144 enterprises by applying Yamaneh / 1967/ formulas. The research used explanatory type of research, relevant data collected from primary and secondary data sources. The study used different sampling techniques like systematic random sampling, simple random sampling, stratified sampling, probability sampling techniques. The major activities of the package were creating continuous and sustainable job for the rural jobless youth by providing different supports. The major focus of the study was assessing the effectiveness or continuity of package participants, how the profitable enterprise becomes profitable, how those create their economic capacity, and identifying the major challenges to implement the package was focus areas of the study. Data’s was analyzed by usinglogit model to test the probability to contribute independent variables to those effective business enterprises. From the result the study was identified among the total targeted enterprise 82 enterprises was continuously run their business, 88 enterprises was profitable with their selected business, and 84 enterprises able to create additional asset or capacity. The result of logit model indicates business profitability, training, saving habit, provision of working place, economic capacity improvement, guiding with BP, are positively probability to increase business effectiveness or continuity. The other result enterprise to become profitable, appropriate IGAs selection was highly contributed for their profitability, to improve economic capacity, saving was primarily identified. Finally the study identified fluctuation of market price and lack of working place as major challenges to implement their business
ASSESSMENTS OF THE PRACTICE OF TAX COMPLIANCE THE CASE OF CATEGORY “B” TAXPAYERS IN BUTAJIRA TOWN
(Wolkite University, 2019-05) HASSEN SABIR,
Tax Compliance becomes major discussion issues in the financial institutions. However, the tax administration office is unable to collect sufficient amount of taxes from the taxpayers, the government does not achieve its goal and the community dissatisfied with the services of the state. The study is Assessments of The Practice of Tax Compliance the case of Category “B” Tax Payers inButajira Town with the objectives to assess the Roles of tax compliance determinant variables on tax payers behavior to complying tax, to determinant factors influencing taxpayers’ to comply or no to comply for their tax and to determine the relationship between tax compliance determinants with tax payers level of tax compliance. A sample size of 328 was drawn from the tax population in Butajira me dium taxpayers /”B” level taxpayers by using simple random/ lottery method and purposive sampling for revenue office employees. Generally, the research signifies that the factors which make taxpayers not discharge their tax duties with their own and right amount. The study design is descriptive research approach and the study employed quantitative re search methods byusing Stratified and simple random sampling technique and question naires were distributed and collected from primary sources. Then the data was analyzed using descriptive statistics technique and frequency table by using SPSS software. The revenue office has good serious enforcement practice and uses suitable penalty tools and techniques including follow-up and tax audit. However, the studyhas found that the tax payer’s compliance assessed mainly are tax education, attitude towards taxation, percept tion of fairness/equity, social and natural norms, the strength of the tax authority, and perception of government spending were found to be the factors affecting taxpayers’ compliance. Finally, based on the findings possible recommendations include, maintain ing tax fairness and equity, building capacity of the tax authority, conducting extensive awareness creation programs, and providing social services to the general public. Spe civically, attitude plays avital role in shaping the perceptions of taxpayers towards achieving compliance. Besides this, strengthening effective and efficiency of government in tax systems and procedures in tax administration function is also crucial.
THE EFFECT AND PRACTICE OF EMPLOYEE PERFORMANCE MANAGEMENT SYSTEM ON EMPLOYEE PERFORMANCE: THE CASE OF SELECTED PUBLIC SECTORS IN GURAGHE ZONE
(WOLKITE UNIVERSITY, 2019-06) NURSEFA IBRAHIM ALI
The aim of this study was to the effect and practice of Employee Performance Management System on employee performance: the case of selected public sectors in Guraghe Zone, SNNPR.The study employed descriptive and explanatory survey research design approach. The target population was public sectors employees in Guraghe Zone. But, in this study, 144 employees were selected using proportional stratified random sampling technique. Data sources were primary and secondary and these data were collected using questionnaire, interview, and document review. Descriptive statistics, Pearson correlation coefficients, multiple linear regression model was employed to analyze the collected primary data using a Statistical Package for Social Sciences (SPSS) version 20. The performance of employees were measured by employees’ performance scales as a dependent variable and criteria identification, measurement, evaluation, improvement, and reward were used as independent variables. The findings of the study unveiledthat all the independent variables had positive and significant correlation with the dependent variable – employee performance. Regards to effect, only the four variables, namely, criteria identification, employee performance evaluation, employee performance improvement, and reward had statistically significant effect on the employee performance. In this regard, 49.8 % of the variations in the employees’ performance were jointly accounted by the five variables at 5% level of precision. The major finding of this study is that Performance management system is not a tool that is not well known by Gurage zone selected public sectors. The most known type of evaluation which much also practiced in thus sector is performance appraisal which is twice annually used for legislation purpose. Therefore, this study suggests that, the public sector mayview performance management system as holistically, encompassing all the elements public sector culture. Without this capability, performance management system likely to become compliance activities rather than adding value to the sector and individual employees. Sensitization to all employees might be taken in to account to create awareness on the implication of performance managements and concerned bodies have to intervene in order to employees’ performance.
SERVICE QUALITYON AND CUSTOMER LOYALTY IN COMMERCIAL BANK OF ETHIOPIA WEST ADDIS ABABA DISTRICT
(WOLKITE UNIVERSITY, 2019-06) TIGISTU GIZAW TEKLE
Service quality has attracted major attention from academic researches as well as marketers over the recent years due to its significant role in business performance and maintenance of customer loyalty. Delivering highest service quality and maintaining customer loyalty are the focus area of every business organization. In order to be competitive and profitable in the banking industry, the bank should offer premium quality services to its customers in order to maintain loyalty; also they should obtain a mechanism to attach importance to customer loyalty. The objective of this study is to examine the relationship between service quality and customer loyalty and sought to analyze customers’ views, thoughts and feeling on the quality of service offered by Commercial Bank of Ethiopia in WAAD. The study identified the possible expectations that customers have on the quality of service. In this study both descriptive and explanatory research method have been used to show the relationships among variables. Primary data is collected by survey questionnaire from 258 sampled bank customers as source. Multi-stage and purposive sampling technique is used to test and retest the parameters. The researcher engaged the statistical inferential analysis in correlation test. Finally, based on descriptive statistics, correlation analysis was used to analyze the data, hence; the results show that service quality and all its dimensionshave significant and positive association with customer loyalty. Finally, the conclusion from this study is that delivering premium and highest service quality can lead to higher rates of retention of high number of customers. Recommendations based on the findings were made to this bank which if implemented will enhance the satisfaction of the bank customers as well as improve customer retention rates and it will attract new loyal customers.
ASSESSMENT OF THE EFFECTIVENESS OF BALANCED SCORECARD IMPLEMENTATION: THE CASE OF GURAGE ZONE SELECTED GOVERNMENT ORGANIZATIONS, ETHIOPIA
(WOLKITE UNIVERSITY, 2019-06) Mohammed Shihure Jijo
Although Balanced Score Card has been adopted by the Government of Ethiopia at all levels of the government structure for some time now, effectiveness of its implementation is not adequately studied empirically. The current study was, thus, conducted to assess the effectiveness of BSC implementation in Gurage Zone selected government organizations. The study employed mixed type of research to achieve intended objectives of the study. Simple random sampling and stratified sampling techniques were used to select 144 respondents from 1052 civil servants in the government offices. The data was gathered through pretested questionnaire and interview. The study used SPSS Version 20 for processing the data. The collected data was analyzed using descriptive statistics such as frequency, percentage, mean and standard deviation presented by using table. Besides, regression and correlation analysis were used to show cause effect relationships. Though the departments made efforts to realize of the effectiveness of BSC Implementation, the findings of the study revealed that they were not at good deal in attaining their intended objectives. To mention few: lack of leadership commitment, absence of continuous training and participation of employees during BSC Planning, lack of awareness in reform concept, no close supervision, no relevant rewarding system, no adequate evaluation and monitoring activities. Here, 57.2 % of the variations in the effectiveness of BSC Implementation were jointly accounted by the nine variables at 5% level of precision. The major finding of this study depicts that BSC Implementation practice is not at good deal in the selected public sectors. Therefore, it is recommended that the departments should focus on strengthening reform team and change agents to achieve the effectiveness of BSC implementation and enhancing communication at every stage of reform implementation. It is also recommended that the top managers to be highly committed towards avoiding taking more time in finalizing reform implementation and putting incentives in place to motivate the best performers. Genuinely speaking, to realize effectiveness of BSC implementation, the departments suggested to employ the implementation practices by incorporating the necessary components of BSC.
THE EFFECT OF TRAINING ON EMPLOYEES PERFORMANCE: CASE STUDY OF AWASH BANK S.C. AND COMMERCIAL BANK OF ETHIOPIA
(WOLKITE UNIVERSITY, 2019-06) SOLOMON HAILEGNAW GETACHEW
Human resource is the most valuable assets of any organization, with the machines, materials and even the money; nothing gets done without man-power. A human being is dynamic in nature. Due to this Staff training is a necessity to keep them in track with the current competitive situation. The objective of this study was to investigate the effect of training on employee performance case of Commercial bank of Ethiopia and Awash bank S.C. because Employee performance is the important factor and the building block which increases the overall performance of an organization. This study has been a quantitative type. It is also a descriptive study in the form of cross sectional design in which data has been collected across a population of the two banks through purposive sampling technique. The sources of data for this study have been primary data collection method. These primary data have been being collected by using questionnaire. After collecting the data, the quantitative data analysis has been used to process by using of SPSS software and also by using descriptive statistics. The findings of the study sho what mean score of training objective (design) indicates moderate mean score which means design of the training program of both CBE & AB is satisfactory. The mean of delivery style and training selection also implies moderate mean score. This result implies employees of commercial bank of Ethiopia have an average performance level since they were not satisfied with the present Training objective(design), training selection and training delivery modes. This study has also investigated on training strategies of both Awash Bank S.C and Commercial bank of Ethiopia. Finally, the study has recommended that both banks managements should have to extemporize their training programs & also both banks should have to develop detailed and relevant training policies and programs systematically so that the employees will be exposed to all the necessary areas related to bank training
FACTORS AFFECTING PERFORMANCE OF WATER SUPPLU PROJECT THE CASE OF MAREKO WOREDA GURAGHE ZONE ETHIOPIA
(WOLKITE UNIVERSITY, 2019-06) WONDMU ENDALE BEHARE
In current trends of poor performance of water projects are allowed to continue rural water facilities in Ethiopia. The aim of this study was to determining factors that affecting performance of water supply projects in Guraghe Zone Mareko Woreda. The specific objective is to establish effect of community participation, project management, water infrastructure and project finance funds, on the performance of water projects. In order to achieve the objective the researcher adopted a descriptive and explanatory design, where the data was collected from sample of 390 participants using structured questionnaires, interview, and focus group discussion and analyzed using descriptive statistical techniques. Results revealed that only project management has significant and positive effect on the performance of water supplyproject on Mareko Woreda. Available data was support the existences of a statistically significant relationship between community participation, water infrastructures, project finance fund and performance of water supply project. These findings have significant implication on water supply projects in Mareko Woreda and other parts of country. The study recommended Community based water supply Project problems could be minimized through awareness creation, to the community members throughout project life period, project management techniques in short term training for water supply project committee, by Mareko Woreda water sectors office, improve water infrastructures and assigning budget for maintenance.
DETERMINANTS’ OF TEACHERS JOB SATISFACTION AND COMMITMENT AT SOME SELECTED SCHOOLS OF GURAGE ZONE
(WOLKITE UNIVERSITY, 2019-06) KIFLU ANSA
The purpose of this study was to investigate relationship between teachers job satisfactions and commitment in selected secondary schools of Gurage Zone. Hence, it examined internal and external factors influencing teachers job satisfaction as well as, the levels of teachers commitments in selected secondary schools of Gurage Zone. Regarding research design, the study employed a descriptive research method. Cluster probability sampling techniques were used for selection of teachers and experts whereas purposive sampling was employed to select principals. In this study, 126 respondents were participated. To collect data, questionnaire and interview were used and the analysis of the quantitative data was analyzed by using SPSS version-20 to determine percent, mean, standard deviation, Pearson product correlation coefficient and regression analysis were used to infer the research findings. Pearson product correlation coefficient results revealed that the relationship between teachers’ job satisfaction and job commitment were positive and significant. The lower levels of teachers’ job satisfaction were associated with lower levels of their job commitment. The result of study further revealed that the practices of affective, continuance, and normative commitment were not satisfactory. Thus, it is recommended that the Gurage Zone Educational Department should give emphasis for the external and internal factors that affect job satisfaction and commitment of teachers.
SERVICE QUALITYON AND CUSTOMER LOYALTY IN COMMERCIAL BANK OF ETHIOPIA WEST ADDIS ABABA DISTRICT
(Wolkite University, 2019-06) TIGISTU GIZAW TEKLE
Service quality has attracted major attention from academic researches as well as marketers over the recent years due to its significant role in business performance and maintenance of customer loyalty. Delivering highest service quality and maintaining customer loyalty are the focus area of every business organization. In order to be competitive and profitable in the banking industry, the bank should offer premium quality services to its customers in order to maintain loyalty; also they should obtain a mechanism to attach importance to customer loyalty. The objective of this study is to examine the relationship between service quality and customer loyalty and sought to analyze customers’ views, thoughts and feeling on the quality of service offered by Commercial Bank of Ethiopia in WAAD. The study identified the possible expectations that customers have on the quality of service. In this study both descriptive and explanatory research method have been used to show the relationships among variables. Primary data is collected by survey questionnaire from 258 sampled bank customers as source. Multi-stage and purposive sampling technique is used to test and retest the parameters. The researcher engaged the statistical inferential analysis in correlation test. Finally, based on descriptive statistics, correlation analysis was used to analyze the data, hence; the results show that service quality and all its dimensions have significant and positive association with customer loyalty. Finally, the conclusion from this study is that delivering premium and highest service quality can lead to higher rates of retention of high number of customers. Recommendations based on the findings were made to this bank which if implemented will enhance the satisfaction of the bank customers as well as improve customer retention rates and it will attract new loyal customers.
FACTORS AFFECTING PERFORMANCE OF WATER SUPPLU PROJECT THE CASE OF MAREKO WOREDA GURAGHE ZONE ETHIOPIA
(Wolkite University, 2019-06) WONDMU ENDALE BEHARE,
In current trends of poor performance of water projects are allowed to continue rural water facilities in Ethiopia. The aim of this study was to determining factors that affecting performance of water supply projects in Guraghe Zone Mareko Woreda. The specific objective is to establish effect of community participation, project management, water infrastructure and project finance funds, on the performance of water projects. In order to achieve the objective the researcher adopted a descriptive and explanatory design, where the data was collected from sample of 390 participants using structured questionnaires, interview, and focus group discussion and analyzed using descriptive statistical techniques. Results revealed that only project management has significant and positive effect on the performance of water supplyproject on Mareko Woreda. Available data was support the existences of a statistically significant relationship between community participation, water infrastructures, project finance fund and performance of water supply project. These findings have significant implication on water supply projects in Mareko Woreda and other parts of country. The study recommended Community based water supply Project problems could be minimized through awareness creation, to the community members throughout project life period, project management techniques in short term training for water supply project committee, by Mareko Woreda water sectors office, improve water infrastructures and assigning budget for maintenance.
DETERMINANTS’ OF TEACHERS JOB SATISFACTION AND COMMITMENT AT SOME SELECTED SCHOOLS OF GURAGE ZONE
(Wolkite University, 2019-06) KIFLU ANSA
The purpose of this study was to investigate relationship between teachers job satisfactions and commitment in selected secondary schools of Gurage Zone. Hence, it examined internal and external factors influencing teachers job satisfaction as well as, the levels of teachers commitments in selected secondary schools of Gurage Zone. Regarding research design, the study employed a descriptive research method. Cluster probability sampling techniques were used for selection of teachers and experts whereas purposive sampling was employed to select principals. In this study, 126 respondents were participated. To collect data, questionnaire and interview were used and the analysis of the quantitative data was analyzed by using SPSS version-20 to determine percent, mean, standard deviation, Pearson product correlation coefficient and regression analysis were used to infer the research findings. Pearson product correlation coefficient results revealed that the relationship between teachers’ job satisfaction and job commitment were positive and significant. The lower levels of teachers’ job satisfaction were associated with lower levels of their job commitment. The result of study further revealed that the practices of affective, continuance, and normative commitment were not satisfactory. Thus, it is recommended that the Gurage Zone Educational Department should give emphasis for the external and internal factors that affect job satisfaction and commitment of teachers.
THE DETERMINANTS OF SAVING CULTURE: A STUDY ON SAVING AND CREDIT COOPERATIVE IN DOYGANA WOREDA, KAMBATA TAMBARO ZONE, ETHIOPIA.
(WOLKITE UNIVERSITY, 2020-01) HENOK GEREMEU GIZAUW
Saving is the strategic variable in achieving financial security and growth affecting both individual and national wellbeing. However, saving level in Ethiopia particularly in rural areas is limited and little is known empirically about its factors. This study was initiated with the objective of identifying the determinates of saving culture used by rural households and identifying major factors affecting rural households’ savings in Doyagena woreda, Kambata Tambaro Zone, Ethiopia. primary data for the study were obtained through the use of Semi structured interview questionnaire from 217 respondents systematically selected by stratified sampling technique from four rural Keble saving and credit cooperative. In order to achieve the objectives, a study was used qualitative research approach. For the purpose of data analysis, frequency distribution, mean, standard deviation, chi-square test, t-test and Binary logit econometric model were used. Nine variables included in the study, which are gender, age,education, income, access of credit, distance, training, interest rate and financial literacy. From the Binary logit results that income, education, finical literacy, training, gender (being male), positively and significantly affects household saving. However, the study also found that other determinants of household saving like distance of the household head (Households reside in the rural area), access of credit and people in the old age negatively and significantly affects household saving while interest rate is insignificant variable. Based on these findings, the researcher recommended that emphasis should be given towards strengthening different educational opportunities (formal and non-formal education),and financial institutions should provide saving services by establishing satellite branches reasonably near to the rural households’ residences to promote rural households’ savings. Moreover, SACCOS should put strategies to diversify the income of member’s and policy interventions should center on increasing awareness to inspire members saving. Therefore, emphases have to be given in designing strategies for awareness to bring change in members’ saving culture in the study area.