Papers by Amtataw Yohannes
We explore one prolific type of service triad, the franchise triad, involving three primary stake... more We explore one prolific type of service triad, the franchise triad, involving three primary stakeholders: the franchisor, the franchisee and the customer. In this triad, franchisees use their affiliation with the franchisor's brand to attract customers to their local outlets. In exchange for the right of assuming the identity of the brand, the franchisee pays the franchisor royalties and retains residual profits. Applying Agency Theory, this paper examines the inherent conflict of interests between a principal (i.e., franchisor) that controls and manages brand equity as a shared resource and an agent (i.e., franchisee) that retains pricing right and profits from the identity of the brand by interacting directly with customers. We empirically isolate the effect of triad structure on outlet performance by matching two unique datasets. One set of data captures operational performance in the form of aggregated online review scores and the other financial performance including average daily hotel rate and revenue per available room. We find that franchisees charge higher prices than their corporate counterparts even when controlling for operational performance. Even though franchisees charge higher prices they maintain similar financial performance in terms of revenue per available room. These results suggest that the triad structure plays a significant role in franchisees' ability to free-ride on shared brand equity and have important managerial implications for effective outsourcing, contract design and performance evaluation for a wide range of service industries.
Thesis Chapters by Amtataw Yohannes
ABSTRACT
The key purpose of the research is measuring service quality delivered by private banks ... more ABSTRACT
The key purpose of the research is measuring service quality delivered by private banks working in Ethiopia city of Hawassa. In addition, it tries to explore connection between service quality, satisfaction of customer and, loyalty of customer. The following five dimension of SERVPERF model that is Tangibility, Assurance, Responsiveness, Reliability, and Empathy were employed in measuring service quality provided by the private banks. With a specific end goal to accomplish the points, both primary and secondary sources of data were applied. The primary data have being gathered through administrating questionnaire. Advantageous testing technique was utilized to get 265 respondents from customer of banking services in Hawassa city on the 22 item SERVPERF scale measure perception with regards to their individual banks service. Correlation and regressions analysis were used to explore connection between dependent and independent factors (variables). The correlation comes about show that there is constructive relationship among the dimensions of service quality and satisfaction of customer. The outcomes of the regression test demonstrated that delivering service quality have positive effect on overall satisfaction of customer. The study demonstrates that Assurance and Responsiveness plays most essential part in customer satisfaction level took after by Empathy, Tangibility, lastly the bank Reliability. The study discoveries likewise show offering excellent quality service enhances customer satisfaction, which thus prompts high level of customer loyalty and retention.
Key Words: - Service Quality, Customer Satisfaction, Customer Loyalty
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Papers by Amtataw Yohannes
Thesis Chapters by Amtataw Yohannes
The key purpose of the research is measuring service quality delivered by private banks working in Ethiopia city of Hawassa. In addition, it tries to explore connection between service quality, satisfaction of customer and, loyalty of customer. The following five dimension of SERVPERF model that is Tangibility, Assurance, Responsiveness, Reliability, and Empathy were employed in measuring service quality provided by the private banks. With a specific end goal to accomplish the points, both primary and secondary sources of data were applied. The primary data have being gathered through administrating questionnaire. Advantageous testing technique was utilized to get 265 respondents from customer of banking services in Hawassa city on the 22 item SERVPERF scale measure perception with regards to their individual banks service. Correlation and regressions analysis were used to explore connection between dependent and independent factors (variables). The correlation comes about show that there is constructive relationship among the dimensions of service quality and satisfaction of customer. The outcomes of the regression test demonstrated that delivering service quality have positive effect on overall satisfaction of customer. The study demonstrates that Assurance and Responsiveness plays most essential part in customer satisfaction level took after by Empathy, Tangibility, lastly the bank Reliability. The study discoveries likewise show offering excellent quality service enhances customer satisfaction, which thus prompts high level of customer loyalty and retention.
Key Words: - Service Quality, Customer Satisfaction, Customer Loyalty
The key purpose of the research is measuring service quality delivered by private banks working in Ethiopia city of Hawassa. In addition, it tries to explore connection between service quality, satisfaction of customer and, loyalty of customer. The following five dimension of SERVPERF model that is Tangibility, Assurance, Responsiveness, Reliability, and Empathy were employed in measuring service quality provided by the private banks. With a specific end goal to accomplish the points, both primary and secondary sources of data were applied. The primary data have being gathered through administrating questionnaire. Advantageous testing technique was utilized to get 265 respondents from customer of banking services in Hawassa city on the 22 item SERVPERF scale measure perception with regards to their individual banks service. Correlation and regressions analysis were used to explore connection between dependent and independent factors (variables). The correlation comes about show that there is constructive relationship among the dimensions of service quality and satisfaction of customer. The outcomes of the regression test demonstrated that delivering service quality have positive effect on overall satisfaction of customer. The study demonstrates that Assurance and Responsiveness plays most essential part in customer satisfaction level took after by Empathy, Tangibility, lastly the bank Reliability. The study discoveries likewise show offering excellent quality service enhances customer satisfaction, which thus prompts high level of customer loyalty and retention.
Key Words: - Service Quality, Customer Satisfaction, Customer Loyalty