Abstract:
The objectives of the study would to assess the Determinants of Credit Customers Loyalty and their
Effects on Organizational Performances (in the Case of Commercial Bank of Ethiopia, Kolfe District). .
The research employed a combination of qualitative and quantitative research methods. To make better
analysis, the study also used both descriptive and explanatory research design to interpret the collected
data. Data collected through surveys, interviews, and analysis of secondary sources. The study sample
included current credit customers of the bank. For this study, both primary and secondary data sources
would use. In the primary data, both open-ended and closed-ended questions would be prepared in the
form of self-administered questionnaires, whereas the secondary data types would take from company
documents, annual bulletins, and company websites. Furthermore, the data would analyzed and
interpreted using some inferential statistics Based on this above collected data, the study aimed to
investigate factors that is influencing customer loyalty towards credit services, and how this loyalty
influences the overall performance of the bank. From the computed correlation coefficient, it can be seen
that determinants of Credit Customers Loyalty have substantially correlated (p = 0.000) with
Organizational Performances. Hence, generally speaking, the finding of the study reveals that, the
independent variables (such as Brand image, service quality, Customers satisfactions, and customers
trust) can predict the dependent variable (Organizational performance) by 61.1%. therefore the study
recommend that, focusing on the determinants of credit customer loyalty and their effects on
organizational performance can help the Commercial Bank of Ethiopia in Kolfe District strengthen its
competitive position and drive sustainable growth.
