Abstract:
Customer loyalty has been a real concern in banking industry, because making customer loyal is
an effective tool that banks can use to gain a strategic competitive advantage and voluntary user
solution for a long time to build relationships The main initiative force for this paper was to identify
the influence of customer relationship management on customer loyalty in commercial banking
industries.
This research is more of descriptive research conducted on factor affecting customer relationship
it have on customer loyalty, with objective of assessing the influence of factors on customer loyalty
in commercial bank, by taking a sample of 304 customers with nonprobability sampling from
selective four branches in Addis Ababa,Arada city The descriptive-analytical study of this research
was conducted on 304 trading customer’s convenience sampling. Data were collected by
questionnaires, consisting of two sections: Demographic information and questions about
satisfaction with CBE. Collected data sets were analyzed by SPSS-16 software. In total out of 304
surveyed trading customers majority of them are have loyalty. The researcher concludes that
majority of customers are it have loyalty depend on it gate good service delivery in the Commercial
bank of Ethiopia, Arada Branch. Therefore, this research suggested to CBE to keep their focus on
the variables affecting customer loyalty and take them into consideration in formulating strategies
for developing and improving customer loyalty
