Determinants of Credit Customers Loyalty and their Effects on Organizational Performances (in the Case of Commercial Bank of Ethiopia, Kolfe District

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.