Marketing Management

Banking is one of the service sectors where competition is stiff to attract new or retain the existing customers among commercial banks. Customer relationship management is one of the strategies whereby banks are using to be competitive in financial sector. Customer relationship management helps banks to retain customers as the practice of CRM pays attention to the need of individual customers and eventually contributes a lot to customer satisfaction and loyalty. The objective of this study was to examine the effect of customer relationship management on customer loyalty for the case of Dashen Bank and Commercial bank of Ethiopia. The researcher used the behavioral components of CRM i.e. Key customers focus, Knowledge management, CRM Organization and Technology based-CRM as independent variables to examine its effect on loyalty. The researcher was used descriptive and explanatory research design to meet the research objectives. The researcher was used convenient sampling method to g...

Banking is one of the service sectors where competition is stiff to attract new or retain the existing customers among commercial banks. Customer relationship management is one of the strategies whereby banks are using to be competitive in financial sector. Customer relationship management helps banks to retain customers as the practice of CRM pays attention to the need of individual customers and eventually contributes a lot to customer satisfaction and loyalty. The objective of this study was to examine the effect of customer relationship management on customer loyalty for the case of Dashen Bank and Commercial bank of Ethiopia. The researcher used the behavioral components of CRM i.e. Key customers focus, Knowledge management, CRM Organization and Technology based-CRM as independent variables to examine its effect on loyalty. The researcher was used descriptive and explanatory research design to meet the research objectives. The researcher was used convenient sampling method to g...

Banking is one of the service sectors where competition is stiff to attract new or retain the existing customers among commercial banks. Customer relationship management is one of the strategies whereby banks are using to be competitive in financial sector. Customer relationship management helps banks to retain customers as the practice of CRM pays attention to the need of individual customers and eventually contributes a lot to customer satisfaction and loyalty. The objective of this study was to examine the effect of customer relationship management on customer loyalty for the case of Dashen Bank and Commercial bank of Ethiopia. The researcher used the behavioral components of CRM i.e. Key customers focus, Knowledge management, CRM Organization and Technology based-CRM as independent variables to examine its effect on loyalty. The researcher was used descriptive and explanatory research design to meet the research objectives. The researcher was used convenient sampling method to get representative sample from the populations. The researcher collected data from ten branches of Dashen bank and CBE through structured questionnaire to assess customers' level of agreement regarding CRM practice in their respective banks. A total of 384 questionnaires were distributed to collect data and out of the total 352 questionnaires were returned. The collected data was analyzed using statistical package for social science (SPSS) version 20.The descriptive statistics (mean, standard deviation) and inferential statistics (correlation and regression) were used to described demographic facts, to test hypothesis and to answer research questions. The statistical result showed that Customer relationship management which is represented by four behavioral components has a positive and significant influence on customer loyalty. The researcher suggested that Dashen bank and CBE have to pay attention to CRM Organization dimension as it has highest influence on customer loyalty.

ART brings a complex series of choices; when to initiate therapy, what regimen to use, which class of drugs to use, when to change therapy, and which alternative drugs to use. Therefore, this study aims to assess reasons for initial ART regimen change in Nekemt Hospital. A retrospective cross sectional study was done by reviewing patient information sheet recorded from January 1, 2006 to December 31, 2010. Patients who changed their regimen were included in the study to identify the reasons for change and descriptive statistics were generated using SPSS version 16. Out of 142 patients, 57.7% were females and 57.7% were inthe age group 20-34. 61.2% were WHO clinical stage III patients and 69.7% of patients had a CD4 count below 350 cells/mm 3. The most common initial regimens were D4T/3TC/NVP (42.2%), D4T/3TC/EFV (27.5%) and AZT/3TC/EFV (12.7%). The main reasons for modification of therapy were toxicity (80.3%), pregnancy (6.3%), new TB (5.6%), stock out (4.9%) and treatment failure (2.8%). The main toxicity observed was lipoatrophy (58.8%) followed by rash (12.3%) and CNS toxicity (11.4%). Toxicity was the main reason for initial regimen modification. D4T based regimens had high incidence of lipoatrophy.

ART brings a complex series of choices; when to initiate therapy, what regimen to use, which class of drugs to use, when to change therapy, and which alternative drugs to use. Therefore, this study aims to assess reasons for initial ART regimen change in Nekemt Hospital. A retrospective cross sectional study was done by reviewing patient information sheet recorded from January 1, 2006 to December 31, 2010. Patients who changed their regimen were included in the study to identify the reasons for change and descriptive statistics were generated using SPSS version 16. Out of 142 patients, 57.7% were females and 57.7% were inthe age group 20-34. 61.2% were WHO clinical stage III patients and 69.7% of patients had a CD4 count below 350 cells/mm 3 . The most common initial regimens were D4T/3TC/NVP (42.2%), D4T/3TC/EFV (27.5%) and AZT/3TC/EFV (12.7%). The main reasons for modification of therapy were toxicity (80.3%), pregnancy (6.3%), new TB (5.6%), stock out (4.9%) and treatment failure (2.8%). The main toxicity observed was lipoatrophy (58.8%) followed by rash (12.3%) and CNS toxicity (11.4%). Toxicity was the main reason for initial regimen modification. D4T based regimens had high incidence of lipoatrophy.

Purpose: the aim of this study was to examine factors affecting consumers' purchase decision of over-thecounter (OTC) medicines from community pharmacies in Ethiopia. Design/methodology/approach: A quantitative research design was used to test the effect of various factors on consumer purchase decision of OTC medicines. Descriptive and explanatory research approaches were used to describe and investigate the relationship between dependent and independent variables. Both primary and secondary data were collected using self-administered questionnaire and Statistical Package for the Social Sciences (SPSS) version 23 was used to analyze the data. Findings: the researchers found that, pharmacist's recommendation, price, and country of origin of OTC medicines have positive and significant effect on consumers' purchase decision of OTC medicines. Even though, previous experience and families' and friends' recommendation have positive effect on consumers' purchase decision of OTC medicines, is not statistically significant. Originality/value: Few studies have been conducted on OTC medicines from pharmacy practice perspective and their result showed that there are significant numbers of consumers using OTC medicines. In the best of authors' knowledge, however; no research has been conducted on OTC medicines from consumer behavior perspectives, especially, purchase decision in Ethiopia.

Background: In pregnancy, good nutrition is essential to ensure good maternal health and reduce the risk of birth defects, suboptimal fetal growth and development as well as chronic health problems in their children. Objective: The general objective of this research was to assess the supplementary nutrition use practices among pregnant women attending ANC in Nekemte referral hospital. Methods: A cross sectional study design was employed to assess the nutritional status of pregnant mothers in Nekemte referral hospital. Data was presented using descriptive methods like tables and figures. Data comparison was done by Chi Square (Χ2) test with P<0.05 considered statistically significant at 95 % confidence level (CI) computed. Results: About 192 (80%) of the participants believe that iron and folic acid tablet or syrup supplements were good during pregnancy. Among all, around 175 (72.9%) participants reported as they use different types of supplementary nutrition during pregnancy. However, about 128 (53%) of mothers use iron supplements and 37 (15.5%) of responders use folic acid supplements. The healthcare providers are an important source of the respondents' nutritional information, 89 (39%). Religion (χ2 = 9.863, p=0.0198), residency (P=0.0003), parity (χ2 = 5.819, p=0.0159), previous ANC visit history (χ2 = 21.632, p=0.0001) and ANC visit frequency in the current pregnancy (χ2 = 23.318, p=0.0001) were associated with iron supplement use. In addition, educational level (χ2 = 76.757, p=0.0001), occupation (χ2 = 19.584, p=0.0015) and monthly income (χ2 = 43.469, p=0.0001) might have an association. However, the some of the expected values were below 5. Conclusion: Pregnant mothers reported as they do have knowledge of nutrient pertinent to pregnancy. However there is a gap between what they reported and what they practiced. There was an association between religion, residency, parity, previous ANC visit history and ANC visit frequency with iron supplement use. The government and other health professionals working in the area can better use the ANC setups as key interventional areas so as to improve mother pregnancy specific nutritional knowledge and practice.

The aim of the study was to examine the effect of leadership on organizational performance with specific reference to Commercial banks operate in Jimma Town. To achieve the objectives the study causal type of research and panel design was used to examine effect that leadership exert on the bank’s performance. The primary data sources were leaders on different levels and their subordinate employees while, the secondary data sources were annual report of individual banks. Multifactor Leadership Questionnaire was adapted for collecting the data. The descriptive and inferential analyses was conducted to analyze the collected data. Subsequently, the Random Effect Model was used to investigate the extent of relationship between variables. The study results revealed that the existing leadership brings changes in working environment by inspiring and motivating employees for changes, creation, innovation, to go beyond from what they actually think they can; and reward employees and make reco...

Integrity is a common issue regardless of level of economy and conditions. The aim of this study was to explore what integrity looks like in Ethiopia during COVID-19. The study philosophical stances will be objectivist ontology and critical realist epistemology. To achieve the objective of the study, the qualitative phenomenological method will be applied to illustrate the issue. The necessary data was collected from purposively selected stakeholders by using semi-structured interview and observation as well document analysis for the secondary data. The study revealed there is a problem of awareness about the pandemic specifically in rural areas of the country, there is also a problem on existing media making the pandemic their prior issues, the business ethics are highly violated and leaders of political parties prioritizing issues of election rather than pandemic. Commonly prioritization of the current worldwide pandemics is what expected from different stakeholders in the country.

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This study was conducted on investigation of supply Chain practices on Bahir Dar textile factory's Performance found in Amhara National Regional State, Ethiopia. The major objective of the study was to examine the role of supply chain practices on organization's performance. Qualitative and quantitative data were employed to run the analysis. A quantitative approach, which gathered data using five point Likert scale used Smart-PLS path analysis to test hypotheses. The qualitative data gathered using open ended and closed ended questions were analyzed thematically. The research aspired to design the effective supply chain in textile factories found in Amhara National Regional State, Ethiopia and need to design the supply chain activities in order to enhance competitiveness of the textile factories and organizational performance. By employing sampling formula among Bahir Dar textile factory 154 employees were selected from a total of 250 employees who are working in supply chain related activities. In this study the researcher gives more emphasis for Post positivism paradigmquantitative approach with a cross sectional survey type research design which provides a quantitative or numeric description of trends, attitudes, or opinions of a population. The qualitative data substantiates the quantitative results. Based on inferential statistics results customer relationship management, level of information sharing and postponement were accepted with significance level of 0.05.

Even though the Ethiopian insurance industry is still dominated by the state-owned insurance company, the competition among private insurance companies together with the industry giant has become intense, leading companies to differentiate their offering from those of their competitors for them to maintain their current positions as well as to sustain a significant amount of market share in the ever-growing insurance industry. Meanwhile, the objective of this paper is to investigate brand equity dimensions and the creation of brand equity, thereby providing a conceptual framework for deeply understanding consumer-based brand equity related to the Ethiopian insurance industry. Given that, this study employed Structural Equation Modeling (SEM) to analyze factors influencing Customer-Based Brand Equity in the Ethiopian Insurance Industry using Aaker’s well-known conceptual framework, which comprises four exogenous variables: Brand Awareness, Brand Association, Perceived Quality, and Brand Loyalty and one endogenous variable: Brand Equity. A sample of 400 respondents(customers)are selected using the quota sampling method from the five insurance companies, which constitute around 70% of the market share (EIC, Awash, NIB, Africa, and Nile Insurance) proportional to their market share and from the quota, respondents are selected on judgmental basis. The findings provide strong support for hypothesis 3 and hypothesis 4, which indicated the positive and direct role of perceived quality (β=0.48, P<.001) and brand loyalty (β=0.34, p<.001) in affecting brand equity. Therefore, for a competitive industry such as insurance, the key is to create a unique, distinctive, and superior quality to provide customers with a reason to buy the brand, then work to keep their loyalty and gain repeat business.  On the other hand, both brand awareness (β=0.01, p<.05) and brand association (β=0.07, p<.05) are found to have very low parameter estimates. Therefore, it can be concluded that they did not have a direct significant influence on brand equity. However, as can be seen from the correlation analysis the intercorrelation between brand awareness to perceived quality and brand loyalty and between brand association to perceived quality and brand loyalty is positive and statistically significant. Accordingly, we can understand that brand awareness and brand association might be antecedents of brand equity by affecting perceived quality and brand loyalty.
Key Words: Brand, Brand Equity, Customer-Based Brand Equity, Brand Awareness, Brand Association, Perceived Quality, Brand Loyalty and Overall Brand Equity

The general objectives of the study were, to determine the effect of factors of customer&#39;s attitude on customer&#39;s attitude at fast food restaurants in Addis Ababa. The research design used in the study was descriptive study and explanatory research design, because descriptive design was appropriate for the achievement of the research objectives to show or describe the existing relationship between factors and customers attitude, and explanatory research design used to examine the relationship between factors and customers attitude by developing the working hypotheses from an operational point of view. The population for the study was infinity and a sample size of 384 respondents was selected. Questionnaire was used as an instrument to collect primary data for this study and out of 384 questionnaires distributed 366 of the respondents were retrieving from the respondents. The data analyzed with descriptive and inferential analysis, and the result presented with tables and cha...