THE EFFECT OF ORGANIZATIONAL COMMUNICATION ON EMPLOYEES’ PERFORMANCE: THE CASE OF STAR SOAP AND DETERGENT INDUSTRIES PLC.

Abstract

The main aim of this study is to investigate the factors that affect customer loyalty in the case of Oromia Bank. To achieve the objective descriptive and explanatory survey designs were used; the target population of the study was all customers of Oromia Bank, the sampling techniques is probability sampling specifically simple random sampling were used. The data collection tools are questioners and document analysis. The adviser and expert review confirmed the validity of the research instruments, while the tools' reliability was based on Cronbach’s alpha. Data was analyzed through descriptive, inferential statistical, regression and correlations. The study's major findings show that trust, commitment, customer satisfaction, brand image, and customer service were factors affecting customer loyalty at Oromia Bank. Also, the study found there was a statistically significant and positive relationship between trust, customer satisfaction, brand image customer service, and customer loyalty at Oromia Bank. Finally, the study recommends that Bank be supposed to provide service at the time it promises to do, increase confidence in the service, promote honest customer, provide safe services, committed to providing service to customers according to the specifications and quality required, dedicated to offers personalized service to meet customers need, devoted to solve problems facing customers as soon as possible without any delay. Finally Bank management advised to prioritize ensuring service offered by the company matches with customer expectations, as customers are satisfied with the service the more and build a good brand image, they tend to become loyal customers