Gebremichael Getahun Amha
Wollo University

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Determinants of Customer Satisfaction and Customer Loyalty in Amhara Credit and Saving Institute (ACSI): The Case of Waghimera Zone Sekota Town Gebremichael Getahun Amha
International Journal of Marketing & Human Resource Research Vol. 1 No. 01 (2020)
Publisher : Training & Research Institute - Jeramba Ilmu Sukses

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Abstract

The main objective of the study was to assess and analyze customer satisfaction and customer loyalty of ACSI in Sekota town. Accordingly, this study was used explanatory research design to examine the effect of independent variables on dependent variable. The study used mixed research approach. The study used both primary and secondary data type and sources. By using simple random sample technique total of 400 closed and open-ended self-administered questionnaires was distributed to the customers. The collected data was analyzed by descriptive and multiple regression analysis method by using SPSS version20. Overall findings from this study revealed the dimensions of service quality vary in the degree to which they drive customer satisfaction and customer loyalty. The results depicted that service quality; corporate image &Price were found to have positive and significant association with customer satisfaction & customer loyalty. The ACSI should continuously monitor the environment for changes with a motive of addressing the pricing policies of the rival FI and it should differentiate its service offerings in a way that could enable the ACSI to gain a competitive advantage. The ACSI is, thus, recommended to devise operations and marketing strategies that focus on the dominant service quality dimensions in order to enhance customer satisfaction and, in turn, foster positive customer loyalty.
Determinant of Employee Performance in Public Organization: The Case of Dessie City Municipality Office Gebremichael Getahun Amha; Frewein Brhane
International Journal of Marketing & Human Resource Research Vol. 1 No. 01 (2020)
Publisher : Training & Research Institute - Jeramba Ilmu Sukses

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Employee performance is significant role to achieve mission and vision of public, non-public and private organization. The main objective of this study is to examine the determinant of employee performance in the public organization; the case of Dessie city municipality office. In implementing of these internal practices; the office tested a problem of motivation practice, leadership, working environment and employee performance. This research problem was studied through the use of a descriptive and explanatory research design. To achieve the objective of the study 170 sample employees were selected from 312 total populations of municipality office employees through the stratified random sampling technique. The four independent variables incorporated for this study were training, motivation, leadership, and work environment. The study employed quantitative and qualitative approach and used primary data was collected using a questionnaire and secondary data obtained from offices annual report and BSC. The collected data was processed using SPSS v 20, and presented using frequency tables, bar charts, and pie charts, and analyze through descriptive and inferential data analysis techniques. The results have shown that the opinion of the respondent statistics analyses disagreed about motivation, leadership, and work environment and agree about training. Pearson correlation indicated that there is a high positive, and significant relationship between motivation and employee performance. Training and leadership were moderately positive relationship. The work environment had a small but definite positive linear relationship with employee performance. The findings of multiple linear regression training, motivation, leadership, and work environment greatly affected employee performance. This study recommended that the Dessie city municipality office better to give training to employee, utilize motivation practice, leadership, and work environment factors for increasing their employee performance. The Ethiopian government better to supported by the budget to solve problem of motivation and work environment.