The Effect Of Pre-shipment Export Credit Delivery System On Customer Retention A Case Of Commercial Bank Of Ethiopia

The aim of this thesis is to assess the effect of pre-shipment export credit delivery system onrncustomer retention for case of commercial bank of Ethiopia.This descriptive study adopting arnquantitative research techniques answers four basic research questions. The general objective ofrnthis paper has been identified the effect of internal procedure of pre-shipment export credit onrncustomer retention this internal credit delivery system categorized to customer classification,rncredit processing and loan follow up. As data collection instrument, questionnaire was adoptedrnafter securing written approval and in consultation with the advisor. The reliability of the toolrnapplied was tested and obtained a Cronbach alpha value. The questionnaire was administered tornwho have pre-shipment loan taken from the CBE and Customer relationship mangers of CBE.rnThe paper reveals that the result obtained for the effect of pre-shipment export credit deliveryrnsystem on customer retention was above the mean score and in the result of this study as per thernbankers’ perception loan follow-up and customer classification dimensions are identified asrnsignificantly influencing customer retention. On the other hand, based on the customers’rnperception loan follow-up and credit processing dimensions are identified as significantlyrninfluencing customer retention. To conclude that by improving the customers’ perceptionrntowards the loan follow-up and credit processing dimensions by focusing on the areas on whichrnrelatively poor perception was observed the two credit sub-process can improve customerrnretention which in turn has a significant effect on attracting new customers

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