The Effect of Customer Relation Management practice on Operational Performance: In Case of Commercial Bank of Ethiopia

Yibeltal Yismaw Ayenew; Belaynew Asrie Molla

doi:doi:10.11648/j.ijber.20231205.12

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The Effect of Customer Relation Management practice on Operational Performance: In Case of Commercial Bank of Ethiopia

Yibeltal Yismaw Ayenew, Belaynew Asrie Molla

Published in International Journal of Business and Economics Research (Volume 12, Issue 5)

Received: 22 September 2023 Accepted: 14 October 2023 Published: 30 October 2023

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Abstract

The purpose of this paper is to explain the effect of customer relation management practice on operational performance of commercial bank of Ethiopia in case of Bahir Dar branch head office by examining the determinant factors of operational performance. The quantitative research approach used through primary data collected from 93 respondents in commercial bank of Ethiopia, Bahir Dar branch head office. Operational performance, an ordered categorical variable, was regressed on customer relation management. Cronbach alpha was used to check reliability test. Chi square test statistics were applied for testing the association between dependent and independent variable. The respondents were selected as the whole because it was employed census survey design. Statistical analyses were performed with the data in order to test the five main research hypotheses. An ordered logistic regression model was employed in the research. The main findings from results of the STATA routine indicate that, in Bahir Dar Branch head office. customer relation management practice has positively determined operational performance. The organization should be more focus and invest customer relation management practice. Further research is required to focus on the dynamic nature of organizational performance.

Published in	International Journal of Business and Economics Research (Volume 12, Issue 5)
DOI	10.11648/j.ijber.20231205.12
Page(s)	168-173
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Customer Relation Management Practice, Operational Performance, Stata

References

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APA Style

Yibeltal Yismaw Ayenew, Belaynew Asrie Molla. (2023). The Effect of Customer Relation Management practice on Operational Performance: In Case of Commercial Bank of Ethiopia. International Journal of Business and Economics Research, 12(5), 168-173. https://doi.org/10.11648/j.ijber.20231205.12

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ACS Style

Yibeltal Yismaw Ayenew; Belaynew Asrie Molla. The Effect of Customer Relation Management practice on Operational Performance: In Case of Commercial Bank of Ethiopia. Int. J. Bus. Econ. Res. 2023, 12(5), 168-173. doi: 10.11648/j.ijber.20231205.12

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AMA Style

Yibeltal Yismaw Ayenew, Belaynew Asrie Molla. The Effect of Customer Relation Management practice on Operational Performance: In Case of Commercial Bank of Ethiopia. Int J Bus Econ Res. 2023;12(5):168-173. doi: 10.11648/j.ijber.20231205.12

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@article{10.11648/j.ijber.20231205.12,
  author = {Yibeltal Yismaw Ayenew and Belaynew Asrie Molla},
  title = {The Effect of Customer Relation Management practice on Operational Performance: In Case of Commercial Bank of Ethiopia},
  journal = {International Journal of Business and Economics Research},
  volume = {12},
  number = {5},
  pages = {168-173},
  doi = {10.11648/j.ijber.20231205.12},
  url = {https://doi.org/10.11648/j.ijber.20231205.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijber.20231205.12},
  abstract = {The purpose of this paper is to explain the effect of customer relation management practice on operational performance of commercial bank of Ethiopia in case of Bahir Dar branch head office by examining the determinant factors of operational performance. The quantitative research approach used through primary data collected from 93 respondents in commercial bank of Ethiopia, Bahir Dar branch head office. Operational performance, an ordered categorical variable, was regressed on customer relation management. Cronbach alpha was used to check reliability test. Chi square test statistics were applied for testing the association between dependent and independent variable. The respondents were selected as the whole because it was employed census survey design. Statistical analyses were performed with the data in order to test the five main research hypotheses. An ordered logistic regression model was employed in the research. The main findings from results of the STATA routine indicate that, in Bahir Dar Branch head office. customer relation management practice has positively determined operational performance. The organization should be more focus and invest customer relation management practice. Further research is required to focus on the dynamic nature of organizational performance.
},
 year = {2023}
}

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TY - JOUR
T1 - The Effect of Customer Relation Management practice on Operational Performance: In Case of Commercial Bank of Ethiopia
AU - Yibeltal Yismaw Ayenew
AU - Belaynew Asrie Molla
Y1 - 2023/10/30
PY - 2023
N1 - https://doi.org/10.11648/j.ijber.20231205.12
DO - 10.11648/j.ijber.20231205.12
T2 - International Journal of Business and Economics Research
JF - International Journal of Business and Economics Research
JO - International Journal of Business and Economics Research
SP - 168
EP - 173
PB - Science Publishing Group
SN - 2328-756X
UR - https://doi.org/10.11648/j.ijber.20231205.12
AB - The purpose of this paper is to explain the effect of customer relation management practice on operational performance of commercial bank of Ethiopia in case of Bahir Dar branch head office by examining the determinant factors of operational performance. The quantitative research approach used through primary data collected from 93 respondents in commercial bank of Ethiopia, Bahir Dar branch head office. Operational performance, an ordered categorical variable, was regressed on customer relation management. Cronbach alpha was used to check reliability test. Chi square test statistics were applied for testing the association between dependent and independent variable. The respondents were selected as the whole because it was employed census survey design. Statistical analyses were performed with the data in order to test the five main research hypotheses. An ordered logistic regression model was employed in the research. The main findings from results of the STATA routine indicate that, in Bahir Dar Branch head office. customer relation management practice has positively determined operational performance. The organization should be more focus and invest customer relation management practice. Further research is required to focus on the dynamic nature of organizational performance.

VL - 12
IS - 5
ER -

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Author Information

Yibeltal Yismaw Ayenew

Marketing Management, College of Business & Economics, Bahir Dar University, Bahir Dar, Ethiopia
Belaynew Asrie Molla

Logistics & Supply Chain Management, College of Business & Economics, Bahir Dar University, Bahir Dar, Ethiopia

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APA Style

Yibeltal Yismaw Ayenew, Belaynew Asrie Molla. (2023). The Effect of Customer Relation Management practice on Operational Performance: In Case of Commercial Bank of Ethiopia. International Journal of Business and Economics Research, 12(5), 168-173. https://doi.org/10.11648/j.ijber.20231205.12

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ACS Style

Yibeltal Yismaw Ayenew; Belaynew Asrie Molla. The Effect of Customer Relation Management practice on Operational Performance: In Case of Commercial Bank of Ethiopia. Int. J. Bus. Econ. Res. 2023, 12(5), 168-173. doi: 10.11648/j.ijber.20231205.12

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AMA Style

Yibeltal Yismaw Ayenew, Belaynew Asrie Molla. The Effect of Customer Relation Management practice on Operational Performance: In Case of Commercial Bank of Ethiopia. Int J Bus Econ Res. 2023;12(5):168-173. doi: 10.11648/j.ijber.20231205.12

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@article{10.11648/j.ijber.20231205.12,
  author = {Yibeltal Yismaw Ayenew and Belaynew Asrie Molla},
  title = {The Effect of Customer Relation Management practice on Operational Performance: In Case of Commercial Bank of Ethiopia},
  journal = {International Journal of Business and Economics Research},
  volume = {12},
  number = {5},
  pages = {168-173},
  doi = {10.11648/j.ijber.20231205.12},
  url = {https://doi.org/10.11648/j.ijber.20231205.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijber.20231205.12},
  abstract = {The purpose of this paper is to explain the effect of customer relation management practice on operational performance of commercial bank of Ethiopia in case of Bahir Dar branch head office by examining the determinant factors of operational performance. The quantitative research approach used through primary data collected from 93 respondents in commercial bank of Ethiopia, Bahir Dar branch head office. Operational performance, an ordered categorical variable, was regressed on customer relation management. Cronbach alpha was used to check reliability test. Chi square test statistics were applied for testing the association between dependent and independent variable. The respondents were selected as the whole because it was employed census survey design. Statistical analyses were performed with the data in order to test the five main research hypotheses. An ordered logistic regression model was employed in the research. The main findings from results of the STATA routine indicate that, in Bahir Dar Branch head office. customer relation management practice has positively determined operational performance. The organization should be more focus and invest customer relation management practice. Further research is required to focus on the dynamic nature of organizational performance.
},
 year = {2023}
}

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VL - 12
IS - 5
ER -

Copy | Download