Masters of Business Administration (MBA)

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

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    EFFECTS OF RISK MANAGEMENT PRACTICE ON FINANCIAL PERFORMANCE: THE CASE OF MICRO FINANCE INSTITUTIONS IN GURAGHE ZONE
    (wolkite universty, 2025-08) MUZEMIL BEHJA
    This study investigates the relationship between risk management practices and the financial performance of microfinance institutions operating in the Guraghe Zone, Ethiopia. Employing a mixed-methods approach, the study combines quantitative analysis using statistical software, Eviews 10 with qualitative insights from in-depth interviews. The quantitative component analyzes panel data from 2015 to 2024 for a sample of five microfinance institutions. Specifically, it examines the relationship between key risk management indicators—Portfolio at Risk Ratio, Loan Loss Provision Ratio, Fraud Incidents, and Information Technology Security Expenditure—and a primary indicator of financial performance, Return on Assets. Panel least squares regression with fixed effects was used to assess these relationships. The qualitative component involved in-depth interviews with risk management personnel from the same five microfinance institutions. These interviews explored the microfinance institutions' credit risk management practices, operational risk management frameworks, and the main challenges encountered in implementing effective risk management strategies. The quantitative analysis revealed no statistically significant direct linear relationships between the measured risk management indicators and Return on Assets. While descriptive statistics and correlations provided initial insights into the variables and their associations, the regression results suggest that, within the employed model, the direct impact of these specific risk measures on profitability was not statistically discernible. The qualitative findings underscore the importance of comprehensive credit risk management practices, including thorough loan assessment, varied collateral approaches, and active loan monitoring. Furthermore, the microfinance institutions highlighted their operational risk management efforts, focusing on fraud prevention and Information Technology security. The study identified key challenges facing these microfinance institutions, such as limited access to reliable credit information and vulnerability to external shocks. The study recommends that Ethiopian microfinance institutions enhance credit risk assessment, strategically invest in operational risk management, collaborate for information sharing, diversify financial performance strategies, and further investigate liquidity risk management
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    EFFECTS OF DIGITAL BANKING SYSTEM ON BANKS PERFORMANCE: A COMPARATIVE STUDY ON PUBLIC & PRIVATE COMMERCIAL BANKS
    (wolkite universty, 2025-09) ABEBE FEKEDE
    The banking industry in Ethiopia is now booming due to the allowed free competition, a total of thirty two banks are now licensed to give financial services in Ethiopia and the competition is becoming intensive so that banks are now trying to achieve competitive advantage by differentiating their service quality like digitalization. In this study, an attempt was made to assess and compare the similarities and differences of private and public banks by using primary data comparative performance as perceived by head office employee of each selected banks in terms ATM, pos machine, mobile banking money transfer and internet banking of digital was used to meet the objective of the study. The data were collected using close ended questionnaires with a sample of 178 respondents were taken using simple random sampling technique from head office employee of selected bank. The secondary data was collected in central bank. The collected data from the employee was analyzed using descriptive and inferential statistical tools like mean, T-tes and panel regression of the year from 2016-2023. The results of the study revealed that the individual private bank study with Public bank, public bank has significant difference compare to Private banks except Dashen in the case of internet banking. In group study, the result of ATM, internet banking and pos machine has insignificant difference indicates that the number of customer use digital is similar. But in the case of mobile banking public bank has significant difference compare to private bank. The private banks are more profitable compare to public bank. The regression result indicates that internet banking and Posm have positive and significant effect on ROA and ATM and Mobile banking have negative and insignificant effect on ROA. ATM and internet banking have positive and significant effect on ROE and mobile bank has significant and negative effect on ROE. Finally as a whole, individually observed that public bank on the digital bank performed better than private bank and in the group both banks have similar capacity on digital bank utilization performance. Digital bank has significant effect on the performance of bank.
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    THE EFFECT OF EMPLOYEE ORGANIZATIONAL CITIZENSHIP BEHAVIOR ON SERVICE QUALITY: THE CASE OF WOLKITE UNIVERSITY SPECIALIZED HOSPITAL
    (wolkite universty, 2025-09) CHERNET ZERGA WEJIRA
    This explanatory mixed-method study examines the effect of Organizational Citizenship Behavior (OCB) on service quality (SERVQUAL) at Wolkite University Specialized Hospital (WUSH). OCB, which involves discretionary actions beyond assigned responsibilities, plays a crucial role in strengthening healthcare service outcomes. By addressing a lack of research, the study seeks to offer valuable perspectives on enhancing hospital performance through supportive employee behavior. The research investigated the relationship between different OCB dimensions and healthcare service quality, utilizing both quantitative data from 216 respondents and qualitative insights from interviews with 14 informants. Proportional stratified sampling was used to select the sample. Before collecting data, the questionnaire was pilot tested with fifteen percent of the total sample size, with respondents who did not participate in the study. The quantitative data were analyzed using SPSS-20 software. Descriptive statistics was employed to summarize the responses, analyze the level of OCB and SERVQUALL. For measuring whether there is a relationship between OCB & SERVQUAL, Pearson correlation was computed. Besides, multiple linear regression was used to show the effect of OCB on SERVQUAL. The results show that WUSH employees demonstrate This explanatory mixed-method study examines the effect of Organizational Citizenship Behavior (OCB) on service quality (SERVQUAL) at Wolkite University Specialized Hospital (WUSH). OCB, which involves discretionary actions beyond assigned responsibilities, plays a crucial role in strengthening healthcare service outcomes. By addressing a lack of research, the study seeks to offer valuable perspectives on enhancing hospital performance through supportive employee behavior. The research investigated the relationship between different OCB dimensions and healthcare service quality, utilizing both quantitative data from 216 respondents and qualitative insights from interviews with 14 informants. Proportional stratified sampling was used to select the sample. Before collecting data, the questionnaire was pilot tested with fifteen percent of the total sample size, with respondents who did not participate in the study. The quantitative data were analyzed using SPSS-20 software. Descriptive statistics was employed to summarize the responses, analyze the level of OCB and SERVQUALL. For measuring whether there is a relationship between OCB & SERVQUAL, Pearson correlation was computed. Besides, multiple linear regression was used to show the effect of OCB on SERVQUAL. The results show that WUSH employees demonstrateFurthermore, future research is suggested to investigate additional factors that influence service quality at WUSH.
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    EFFECTS OF RISK MANAGEMENT PRACTICE ON FINANCIAL PERFORMANCE: THE CASE OF MICRO FINANCE INSTITUTIONS IN GURAGHE ZONE
    (wolkite universty, 2025-08) MUZEMIL BEHJA
    This study investigates the relationship between risk management practices and the financial performance of microfinance institutions operating in the Guraghe Zone, Ethiopia. Employing a mixed-methods approach, the study combines quantitative analysis using statistical software, Eviews 10 with qualitative insights from in-depth interviews. The quantitative component analyzes panel data from 2015 to 2024 for a sample of five microfinance institutions. Specifically, it examines the relationship between key risk management indicators—Portfolio at Risk Ratio, Loan Loss Provision Ratio, Fraud Incidents, and Information Technology Security Expenditure—and a primary indicator of financial performance, Return on Assets. Panel least squares regression with fixed effects was used to assess these relationships. The qualitative component involved in-depth interviews with risk management personnel from the same five microfinance institutions. These interviews explored the microfinance institutions' credit risk management practices, operational risk management frameworks, and the main challenges encountered in implementing effective risk management strategies. The quantitative analysis revealed no statistically significant direct linear relationships between the measured risk management indicators and Return on Assets. While descriptive statistics and correlations provided initial insights into the variables and their associations, the regression results suggest that, within the employed model, the direct impact of these specific risk measures on profitability was not statistically discernible. The qualitative findings underscore the importance of comprehensive credit risk management practices, including thorough loan assessment, varied collateral approaches, and active loan monitoring. Furthermore, the microfinance institutions highlighted their operational risk management efforts, focusing on fraud prevention and Information Technology security. The study identified key challenges facing these microfinance institutions, such as limited access to reliable credit information and vulnerability to external shocks. The study recommends that Ethiopian microfinance institutions enhance credit risk assessment, strategically invest in operational risk management, collaborate for information sharing, diversify financial performance strategies, and further investigate liquidity risk management.
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    EFFECT OF EMPLOYEE MOTIVATION ON EMPLOYEES’ SERVICE DELIVERY PERFORMANCE IN SELECTED COMMERCIAL BANKS IN GURAGE ZONE CENTRAL ETHIOPIA
    (wolkite universty, 2025-09) - ETENESH WENDIMENEH
    This study aimed to examine the effect of employee motivation on service delivery performance in selected commercial banks in the Gurage zone of central Ethiopia, employing a descriptive and explanatory research design with a quantitative approach. Data were collected using standardized questionnaires with a 91.4% response rate from a census sample of 234 permanent employees and analyzed using descriptive statistics, Pearson correlation, and multiple linear regressions. The regression analysis revealed that goal setting (β=.290, p<.001), financial incentive (β=.235,p<.001), recognition and reward (β=.169,p<.001), job satisfaction (β=.190,p<.001), and job design (β=.350,p<.001) all had a positive and significant effect on service delivery performance, thus supporting all the formulated hypotheses. The study recommends that the selected commercial banks should prioritize and enhance these motivational factors to improve employee performance and consequently boost service delivery quality
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    FACTORS AFFECTING EMPLOYEE PERFORMANCE: THE CASE OF SELECTED PUBLIC SECTORS IN GURAGE ZONE ADMINISTRATION
    (wolkite universty, 2025-08) TAMIRAT TESFAYE
    The aim of this study was to investigate factors affecting employee performance: the case of selected public sectors in Gurage zone administration. The study utilized descriptive survey and explanatory research design along with mixed approach. Stratified proportionate and simple random sampling techniques were employed to select 388 employees currently working in seven public sectors. The investigation focuses on organizational culture, organizational support, leadership quality, training and development, and employee motivation as key determinants of performance. Quantitative analysis, employing descriptive statistics, correlation, and multiple regression, revealed a low prevalence of the investigated factors within the selected public sectors, mirrored by a low level of observed employee performance across task, adaptive, and contextual indicators. Critically, regression analysis demonstrated a significant positive relationship between these factors and employee performance, collectively explaining 77.2% of its variance, with leadership quality exerting the most substantial influence. The study concludes that these factors are crucial drivers of employee performance in the Gurage zone public sectors. The recommendations emphasize strengthening organizational culture to foster collaboration and innovation, enhancing organizational support systems by providing resources and fair treatment, investing in leadership development, expanding training opportunities, and optimizing employee motivation through incentives and career advancement. These interventions are projected to significantly improve employee performance within the region's public sector.
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    THE EFFECT OF PERFORMANCE MANAGEMENT SYSTEM ON EMPLOYEE MOTIVATION: A COMPARATIVE STUDY BETWEEN PUBLIC AND PRIVATE COMMERCIAL BANKS OPERATING IN GURAGE ZONE
    (wolkite universty, 2025-08) BISRAT TIRUHA
    The aim of this study was to examine the effect of the performance management system on employee motivation, specifically through a comparative analysis between public and private commercial banks operating in the Gurage Zone. The study utilized descriptive survey and explanatory research designs, employing both quantitative and qualitative approaches. It applied purposive, simple random, and proportionate stratified sampling techniques to select the branches and employees involved in the research. The target population comprised employees of public and private banks within the branches of the Gurage Zone, with a sample size of 251 participants. Primary data were collected through self-administered questionnaires distributed to clerical employees from the selected branches, as well as through interviews conducted with randomly selected branch managers. Additionally, secondary data sources were utilized by reviewing relevant documents pertaining to the performance management system and employee motivation. Quantitative data analysis was conducted using SPSS version 26 software, with findings presented through descriptive statistics, including frequency tables, percentages, means, and standard deviations. Moreover, multiple linear regression and independent samples t-test were employed to assess the effects and statistical differences between the public and private commercial banks. Qualitative data were collected and narrated systematically using a content analysis approach to support the quantitative data analysis results. The finding of the study revealed significant differences on performance assessment, performance reward practices as well as on intrinsic and extrinsic motivation of employees between the public and private CBs. Therefore, from these results it can be inferred that a statistically significant advantage in the implementation of performance management practices within private commercial banks compared to public institutions. Moreover, public CB employees exhibit higher levels of intrinsic motivation as compared to their counterparts. Conversely, extrinsic motivation is significantly higher among employees of private commercial banks. Therefore, the study recommended that public commercial banks consider adopting best practices from their private counterparts, particularly in the realms of performance assessment and rewards. Implementing mechanisms to enhance their performance management systems can help bridge the gap, allowing them to compete more effectively and improve their overall service quality.
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    THE EFFECT OF PUBLIC TRANSPORT SERVICE MANAGEMENT SYSTEM ON CUSTOMER SATISFACTION: THE CASE OF GURAGE ZONE
    (wolkite universty, 2025-09-01) ELIAS JEMAL
    This study investigated the influence of public transport service management on customer satisfaction within the Gurage Zone, employing both descriptive and explanatory research designs incorporating both quantitative and qualitative data. Utilizing these designs, the study gathered primary data from 416 passengers via questionnaires and interviews, supplemented by secondary data from various sources. Quantitative data were analyzed through descriptive statistics, correlation coefficient analysis, and multiple linear regression, while qualitative data underwent thematic analysis to support the quantitative findings. The results indicate a generally low level of implementation of public transport service management practices, specifically concerning reliability, responsiveness, convenience, fare systems, and courtesy. Consequently, customer satisfaction within the Gurage Zone is also low. The analysis revealed a significant, strong, and positive correlation between the implemented practices and customer satisfaction, with the management system implementation explaining a substantial 74.6% of the variation in customer satisfaction. Reliability emerged as the most influential factor, followed by the fare system, responsiveness, convenience, and courtesy. The study concludes that public transport service management practices significantly and positively impact customer satisfaction in the Gurage Zone. Therefore, the research recommends prioritizing improvements to the reliability of public transport services. Simultaneously, investments better to be made in enhancing fare systems, responsiveness, convenience, and courtesy, as these factors also positively contribute to overall customer satisfaction. These targeted improvements, informed by the qualitative data collected, are expected to maximize customer satisfaction with public transport within the Gurage Zone.
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    Effect of Financial Management Practice on Organization Accountability in the case of Gurage Zone, Central Ethiopia
    (wolkite universty, 2025-08) Yohanes Mengistu Haile
    Effective public financial management is critical for transparency, resource allocation, and trust in governance, yet challenges persist in developing countries, particularly in aid-dependent regions. The general goal of this study is to assessing the effect of financial management practice on organizational accountability in case of Gurage zone public sector. Conducting statistical analyses, such as multiple regressions, to look at the effect between independent and the dependent variables (organizational accountability), combining quantitative and qualitative data from 89 respondents in the Gurage Zone Internal Revenue Service. Multiple linear regression reveals that financial planning and budgeting, financial control mechanisms, Training for financial staff, and action on audit recommendations significantly enhance organizational accountability (p
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    EFFECTS OF ROAD TRANSPORTATION MANAGEMENT SERVICE DELIVERY PRACTICE ON CUSTOMER SATISFACTION IN GURAGE ZONE
    (wolkite universty, 2025-09) TINA AKLILE
    The purpose of this study was to examine the effect of road transportation management service delivery on customer satisfaction in Gurage zone. The result of this study will be significant in various aspects. The significance of studying road transportation management practice's effect on customer satisfaction lies in its potential to improve the overall quality of service. Understanding how different management practices affect customer satisfaction can lead to the development of more effective strategies for meeting customer needs and expectations. This, in turn, can lead to increased customer loyalty, positive word-of-mouth referrals, and ultimately, improved business performance. This can lead to better resource allocation, cost savings, and improved operational efficiency. Moreover, a better understanding of the relationship between road transportation management practices and customer satisfaction can also help policymakers and regulators to develop more effective policies and regulations that promote a better customer experience and a more sustainable transportation system.