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首页> 外文期刊>European Journal of Business and Management >Customer Management and Organizational Performance of Banking Sector: A Case Study of Commercial Bank of Ethiopia Haramaya Branch and Harar Branches
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Customer Management and Organizational Performance of Banking Sector: A Case Study of Commercial Bank of Ethiopia Haramaya Branch and Harar Branches

机译：客户管理和银行部门的组织绩效：以埃塞俄比亚商业银行Haramaya分行和Harar分行为例

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The objective of this study is to investigate customer management and organizational performance of Commercial Bank of Ethiopia Haramaya and Harar branches. A total of 53 questionnaires were administrated to bank employees, out of which 45 completed in questionnaires were received back and then the data is analyzed with aid of SPSS 20 version. The hypothesis test confirms that there is a positive relationship between customer management and organizational performance. The finding indicates customer management practices can significantly lead to improvement of organizational performance in respect of customer attraction, customer satisfaction, and customer retention. The findings also point to some measures which can be taken to enhance organizational performance of the banks. The study also contributes to banking sector literature by indicating the key role of customer management. Moreover, it also contributes to close the gap of empirical research in the field, which exists particularly due to the diverse nature of the banking sector in Ethiopia. Keywords: Customer Management, Organizational Performance, Customer Attraction, Customer Satisfaction, Customer Retention.
机译：这项研究的目的是调查埃塞俄比亚商业银行Haramaya和Harar支行的客户管理和组织绩效。总共向银行员工管理了53份问卷，其中有45份已填写完毕的问卷被退回，然后借助SPSS 20版本对数据进行了分析。假设检验确认客户管理与组织绩效之间存在正相关关系。该发现表明，客户管理实践可以显着改善组织在吸引客户，满足客户满意度和保留客户方面的绩效。调查结果还指出可以采取一些措施来提高银行的组织绩效。该研究还通过指出客户管理的关键作用，为银行业文献做出了贡献。此外，它也有助于缩小该领域的实证研究差距，这尤其是由于埃塞俄比亚银行业的多样性所致。关键字：客户管理，组织绩效，客户吸引力，客户满意度，客户保留率。

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