HARAMAYA UNIVERSITY

HARAR CENTER (CEP)

DEPARTEMENT OF MANAGEMENT

ASSESSMENT OF SERVICE QUALITY ON CUSTOMER

SATISFACTION AND RETENTION:

(THE CASEOF COMMERCIAL BANK OF ETHIOPIA HARAR DISTRICT

BRANCHES)

BY

EDEN FEKADU TESHOME

I.D NO 815/13

A THESIS SUBMITTED TO HARAMAYA UNIVERSITY, DEPARTMENT OF

MANAGEMENT IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR
THE BACHELOR OF ARTS DEGREE IN MANAGEMENT

ADVISOR: Mr. REMEDAN.Y

SEPTEMBER, 2024
HARAR, ETHIOPIA
ACKNOWLEDGEMENT
It is my pleasure to thank my advisor, MR. REMEDAN.Y, for her guidance
and encouragement in preparing and finishing this research work and his support was
impressive in those pressurized times. Genuine gratitude goes to my family for they
are always unforgettable for they had invested their life to make me go to school which
was the base for today and still their encouragement is a spice of my success. I am also
grateful for the CBE employees and clients who have shown their sincere cooperation in
filling and returning of questionnaires in time.

2
Acronyms

CBE - Commercial Bank of Ethiopia

CS - Customer Satisfaction
CR - Customer Retention
DQ - Digital Quality (for digital banking services)
HQ - High-Quality (service)
HRDB - Harar District Branches
SRV - Service Reliability and Variability
SQR - Service Quality and Retention
SERVPERF - Service Performance (model used)
CC - Customer Confidence (in service)
EPT - Empathy and Personalized Treatment
ZT - Zone of Tolerance
SR - Service Responsiveness
TSC - Technical and Security Confidence
SAP - Service Assurance and Performance
IFP - Integrated Framework for Performance
SCF - Satisfaction and Customer-Focused
(approach) CSRM - Customer Satisfaction and
Retention Metric SMP - Service Management
Practices

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Table of Contents
Acknowledgment …………………………………………………………………………………………………………… i

TABLE OF CONTENTS…………………………………………………………………………………………………….

LIST OF TABLES ……………………………………………………………………………………………………………..

LIST OF FIGURES ……………………………………………………………………………………………………………

ABBREVATIONS AND ACRONYM……………………………………………………………………………………..

ABSTRACT ………………………………………………………………………………………………………………………

CHAPTER ONE..................................................................................................................................................... 6

1.INTRODUCTION............................................................................................................................................... 6

1.1 Background of the Study............................................................................................................................. 6

1.2 Statement of the Problem...........................................................................................................................................8

1.2.1 Research Question..................................................................................................................................................... 8

1.3. Objectives of the study................................................................................................................................................9

1.3.1 General Objective........................................................................................................................................................9

1.3.2 Specific Objectives......................................................................................................................................................9

1.4. Significance of the study.............................................................................................................................................9

1.5 Scope and delimitation of the study....................................................................................................................10

1.6 limitation of the study………………………………………………………………………………………………........10

1.7 Organization of the study.........................................................................................................................................10

CHAPTER TWO..................................................................................................................................................................... 12

2. REVIEW OF THE RELATED LITERATURE...........................................................................................................12

2.1 Introduction................................................................................................................................................................... 12

2.2 Theoretical Review of Literature..........................................................................................................................12

2.2.1 Concept and Definition of Service Quality............................................................................................12

2.2.2 Dimention of service quality in banking........................................................................................................13

2.2.3 customer expectation and perception service quality....................................................................14

2.3 Empirical Literature Review.................................................................................................................................. 14

2.3.1 service quality and customer satisfaction in ethiopia banks..............................................................14

4
2.3.2 The impact of service quality on customer retention..............................................................................15

2.4 conceptual framework.............................................................................................................................................. 15

5
CHAPTER THREE......................................................................................................................................17

3.RESEARCH METHODOLOGY..............................................................................................................17

3.1 types of research and design.........................................................................................................17

3.2 description of study area................................................................................................................17

3.3 population and sample size determination..................................................................................18

3.4 sampling method and procudure...................................................................................................19

3.5 research instrument...................................................................................................................................................19

3.6 datas types and source...................................................................................................................20

3.7 data collection instrument and procedure.................................................................................20

3.8 description of variable...................................................................................................................20

3.9 data processing and analysis........................................................................................................21

3.10 ethical consideration....................................................................................................................21

3.11 operational and definition variable...........................................................................................22

REFERENCES......................................................................................................................................................................... 23

Appendix................................................................................................................................................................................. 25

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CHAPTER ONE

1. INTRODUCTION

This chapter provides an overview of the research background, defines the research

objectives, and presents the problem statement. Additionally, it outlines the research

questions, highlights the significance of the study, and discusses its scope, limitations, and

the organization of the paper.

1.1 Background of the Study

Service quality is a crucial determinant of customer satisfaction and retention in the banking

sector. In today’s highly competitive banking environment, providing superior service quality

has become essential for banks to differentiate themselves, build customer loyalty, and ensure

long-term success. Globally, banks have been investing in improving service quality to meet

the evolving expectations of customers, who now demand faster, more reliable, and more

personalized services (Parasuraman, Zeithaml, & Berry, 1988). The rise of digital banking,

coupled with technological advancements, has further transformed the banking landscape,

creating new challenges and opportunities for enhancing service quality (Zeithaml, 2010).

In Ethiopia, the banking sector has experienced significant growth and modernization, driven

by economic reforms and increased competition among banks. The Commercial Bank of

Ethiopia (CBE), as the largest and oldest state-owned bank in the country, has been at the

forefront of these changes. Serving millions of customers across the nation, CBE’s

commitment to service quality is pivotal in maintaining its market leadership (Tesfaye, 2023).

Within the Harar District, the CBE branches have been instrumental in catering to the diverse

needs of businesses, government entities, and individual customers. However, as the banking

environment becomes increasingly competitive, the ability of CBE Harar District Branches to

deliver high-quality service and retain customers is more important than ever (Getahun,

2022).

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One of the key challenges facing the CBE Harar District Branches is the need to continuously

improve service quality to meet the growing and changing expectations of customers. The

increasing adoption of digital banking channels has altered customer interactions with their

banks, making it imperative for CBE to ensure that the quality of its digital services matches

or exceeds that of its traditional services (Demissie, 2021). Additionally, the cultural and

socio-economic characteristics of Harar present unique challenges in delivering quality

service. The region’s rich cultural heritage and the population’s preference for personalized

and trust-based relationships with financial institutions necessitate a deep understanding of

local expectations (Bekele, 2022). Moreover, economic factors such as income fluctuations

and employment rates influence customer needs and expectations, further complicating the

service quality landscape.

Despite the recognized importance of service quality, there is a lack of in-depth studies

focusing on its impact on both customer satisfaction and retention within the Ethiopian

banking sector, particularly at the branch level. Most existing research has focused on

broader aspects of banking operations or macroeconomic trends, with little emphasis on the

service quality strategies employed by individual branches. This study aims to address this

gap by evaluating service quality at the CBE Harar District Branches and its effect on an

integrated measure of customer satisfaction and retention. The insights gained from this

research are expected to be valuable not only for the CBE but also for other banks operating

in similar contexts.

Ultimately, this study is based on the premise that service quality is intrinsically linked to an

integrated metric of customer satisfaction and retention. A bank that consistently delivers

high-quality service is more likely to enhance both customer satisfaction and retention

simultaneously, leading to increased customer loyalty and a stronger market position. The

findings from this study are expected to contribute to the broader discourse on service quality

8
in the banking sector and provide practical recommendations for improving both dimensions

at the CBE Harar District Branches.

1.2 Statement of the Problem

In the increasingly competitive banking sector, service quality is a key factor influencing

customer satisfaction and retention. The Commercial Bank of Ethiopia (CBE) Harar District

Branches face the challenge of maintaining high service quality amid evolving customer

expectations and the rapid adoption of digital banking technologies (Ayele, 2022). While

digital banking presents opportunities for enhancing service delivery, it also brings

complexities that may affect the overall customer experience.

Despite the CBE’s leading role in Ethiopia’s banking industry, the Harar District Branches

struggle with meeting customer expectations related to service quality. Issues such as long

wait times, inadequate customer service, and inconsistencies in the quality of digital and in-

branch services have contributed to customer dissatisfaction (Kassahun, 2022). These

challenges are compounded by the unique cultural and socio-economic factors in Harar,

which influence customer preferences and expectations. This study aims to address these

issues by assessing the current state of service quality at the CBE Harar District Branches and

examining its impact on an integrated measure of customer satisfaction and retention.

1.2.1 Research Questions

The study seeks to answer the following questions:

1. What is the current level of service quality at the CBE Harar District Branches?

2. How does service quality influence the integrated measure of customer satisfaction

and retention at these branches?

3. What strategies have the CBE Harar District Branches implemented to improve

service quality?

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 4. How effective are these strategies in enhancing the integrated measure of customer

satisfaction and retention?

5. What recommendations can be made to improve service quality and, consequently,

the integrated measure of customer satisfaction and retention?

1.3 Objectives of the Study

1.3.1 General Objective

The general objective of this study is to assess the impact of service quality on an integrated

measure of customer satisfaction and retention at the Commercial Bank of Ethiopia Harar

District Branches.

1.3.2 Specific Objectives

The specific objectives of the study are:

1. To evaluate the current level of service quality at the CBE Harar District Branches.

2. To identify the factors that influence service quality and its effect on the integrated

measure of customer satisfaction and retention.

3. To assess the effectiveness of strategies implemented to enhance service quality at the

branches.

4. To provide recommendations for improving service quality and the integrated

measure of customer satisfaction and retention.

1.4 Significance of the Study

This study holds significant value for the Commercial Bank of Ethiopia and the broader

banking industry. By providing an in-depth analysis of service quality and its impact on an

integrated measure of customer satisfaction and retention, the study offers valuable insights

that can help CBE refine its service delivery strategies. Improved service quality can lead to

higher customer satisfaction, stronger customer loyalty, and a more competitive market

position for the bank. The study also contributes to the academic and practical understanding

1
0
of service quality in the banking sector, offering recommendations that could be applicable to

other banks in Ethiopia and similar markets.

The findings of this study will be particularly beneficial for the CBE Harar District Branches

in enhancing their service quality and retention strategies. Additionally, other banks can use

the study’s recommendations as a guide to develop effective service quality management

practices.

1.5 Scope and Delimitation of the Study

This study focuses on the service quality of the Commercial Bank of Ethiopia Harar District

Branches, specifically examining its impact on an integrated measure of customer satisfaction

and retention. The study is limited to the Harar District Branches due to constraints in time,

resources, and finances. The research will target customers who have engaged with the

branches’ services within the past year to gather relevant and recent data.

1.6 Limitations of the Study

The study faces several limitations, including potential bias in customer responses due to

subjective experiences and the limited availability of up-to-date, branch-specific data on

service quality. Additionally, the study is confined to the CBE Harar District Branches, which

may limit the applicability of the findings to other branches or banks in different regions of

Ethiopia. Combining customer satisfaction and retention into a single dependent variable may

also mask individual nuances of these dimensions, potentially oversimplifying the complex

relationship between service quality and customer behavior.

1.7 Organization of the Paper

This research paper is organized into five chapters. Chapter One introduces the study,

including the background, problem statement, objectives, research questions, significance,

scope, limitations, and organization of the paper. Chapter Two reviews relevant literature on

service quality and its impact on the integrated measure of customer satisfaction and retention

10
in the banking industry. Chapter Three details the research methodology, including data

collection methods. Chapter Four presents the data analysis and interpretation. Finally,

Chapter Five concludes the report with a summary of findings and provides

recommendations.

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CHAPTER TWO: REVIEW OF RELATED LITERATURE

2.1 Introduction

In today’s highly competitive financial landscape, banks must excel in service quality to

secure customer satisfaction and loyalty. This chapter provides an in-depth examination of

theoretical and empirical literature regarding service quality, customer satisfaction, and

retention in the banking industry. It starts by defining service quality and comparing it to the

provision of physical goods. Subsequently, it explores the specific dimensions of service

quality in banking, customer expectations, and perceptions. The chapter concludes with a

review of empirical research on how service quality impacts the combined variable of

customer satisfaction and retention, with a particular focus on the branches of the

Commercial Bank of Ethiopia in Harar District.

2.2 Theoretical Literature

2.2.1 Concept and Definition of Service Quality

Service quality remains a critical factor in the success of banks, deeply influencing customer

satisfaction and retention. Unlike physical products, services are intangible, inseparable from

their delivery, variable, and perishable (Zeithaml, Bitner, &Gremler, 2013). These

characteristics make managing service quality more complex, as customer satisfaction

depends not only on the service outcomes but also on the service delivery process.

Grönroos (2001) outlines service quality as encompassing two main dimensions: technical

quality, which pertains to the 'what' of the service (e.g., accuracy of transactions), and

functional quality, which refers to the 'how' of service delivery (e.g., the behavior of bank

staff). These dimensions highlight the need for banks to carefully manage both the outcomes

and the delivery of their services.

Intangibility, inseparability, variability, and perishability characterize services and influence

how they are perceived by customers. In banking, these characteristics emphasize the

12
importance of creating a tangible service experience through brand reputation, professional

staff, and consistent service delivery.

2.2.2 Dimensions of Service Quality in Banking

An effective alternative to the SERVQUAL model is the SERVPERF model developed by

Cronin and Taylor (1992). Unlike SERVQUAL, which measures the gap between customer

expectations and perceptions, SERVPERF evaluates service performance directly, offering a

clearer picture of service quality.

SERVPERF Model Dimensions:

 Reliability: The ability of the bank to consistently provide accurate and dependable

services. This dimension reflects the bank's track record in fulfilling its promises and

delivering services as expected.

 Responsiveness: The bank’s willingness to assist customers and address their needs

promptly. This dimension emphasizes the speed and efficiency of service delivery and

the bank's ability to handle customer inquiries and issues effectively.

 Assurance: The confidence and trust that the bank's staff and security measures

inspire in customers. This dimension involves the competence, professionalism, and

courtesy of the staff, as well as the overall security of the banking environment.

 Empathy: The personalized attention and understanding that the bank offers to its

customers. This dimension assesses how well the bank caters to individual customer

needs and preferences, providing tailored services and support.

 Tangibles: The physical evidence of service, such as the appearance of the bank’s

facilities and the quality of its communication materials. This dimension considers the

overall impression created by the bank's physical environment and equipment.

By focusing on these dimensions, the SERVPERF model provides a performance-based

approach to assessing service quality. This model helps banks understand how well they are

13
performing across various service aspects and identify areas for improvement to enhance

customer satisfaction and loyalty.

2.2.3 Customer Expectations and Perceptions of Service Quality

Customer expectations are shaped by prior experiences, marketing communications, and

individual needs, forming the benchmark against which service quality is judged. In banking,

high expectations may include accurate transactions, swift service, secure financial

information, and professional staff conduct.

The SERVPERF model simplifies the evaluation process by measuring service performance

directly rather than comparing it to customer expectations. It captures how customers

perceive the actual service delivery, which is critical for assessing service quality and

identifying gaps that need addressing.

 Desired Service: Represents the ideal level of service customers aspire to receive.

For example, this might include seamless online transactions and prompt loan

approvals.

 Adequate Service: The minimum acceptable level of service that customers will

tolerate. This could include minor delays or occasional errors as long as they are

rectified satisfactorily.

 Zone of Tolerance: The range within which customers can accept variations in

service performance. For instance, customers may accept a brief wait time at a bank

but expect quick resolutions to their issues.

2.3 Empirical Review

2.3.1 Service Quality and Customer Satisfaction in Ethiopian Banks

Empirical studies using the SERVPERF model reveal insights into the relationship between

service quality and customer satisfaction in Ethiopian banks. For instance, Getachew (2015)

found that reliability and responsiveness were vital for customer satisfaction in the

14
Commercial Bank of Ethiopia (CBE). Customers valued dependable services and prompt

issue resolution.

Similarly, Mekonnen (2019) highlighted how Abyssinia Bank’s technological advancements,

such as digital banking, significantly improved customer satisfaction by enhancing

convenience and service performance.

2.3.2 The Impact of Service Quality on Customer Retention

Retention studies using the SERVPERF model show that service quality directly influences

customer loyalty. Alemu and Tadesse (2020) found that reliability and assurance were key to

retaining customers at Dashen Bank, as trust in the bank's ability to manage financial needs

fostered loyalty.

Birhanu and Alemayehu (2022) demonstrated that cultural alignment with local values at

Cooperative Bank of Oromia helped in maintaining strong customer relationships and

reducing churn.

2.4 Conceptual Framework

The conceptual framework for this study uses the SERVPERF model to explore the impact of

service performance on a composite dependent variable that integrates customer satisfaction

and retention. This approach combines these two aspects into a single measure to streamline

analysis and interpretation.

Independent Variables (Service Quality Dimensions):

 Reliability: Consistency and accuracy in service delivery.

 Responsiveness: Speed and willingness to assist customers.

 Assurance: Confidence and trust inspired by staff and security measures.

 Empathy: Personalized attention and understanding of customer needs.

 Tangibles: Physical aspects of the service environment.

Composite Dependent Variable:

15
  Customer Satisfaction and Retention: This integrated measure reflects both the

extent to which service performance meets or exceeds customer expectations

(satisfaction) and the likelihood of customers continuing to use the bank’s services

over time (retention).

Benefits and Limitations:

Benefits: Combining customer satisfaction and retention into a single dependent variable

offers several advantages. It simplifies the analysis process by consolidating two critical

aspects of customer outcomes into one measure. This approach provides a comprehensive

view of overall customer engagement, making it easier to identify and address key drivers of

customer loyalty and service performance. Additionally, it can be more practical in studies

with limited time and resources, as it reduces the complexity and scope of the research.

Limitations: While beneficial, this approach has limitations. Combining satisfaction and

retention into a single variable may obscure the specific impacts on each aspect. Detailed

insights into the distinct drivers of satisfaction and retention could be lost. Furthermore, the

integrated approach may be less effective in scenarios requiring in-depth analysis of each

dependent variable. Nonetheless, for studies constrained by time and resources, this approach

offers a pragmatic solution to understanding overall customer outcomes.

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CHAPTER THREE

METHODOLOGY

This chapter will outline the research design, sampling methods, data collection instruments,

and analysis techniques that will be used in the study. It aims to provide a clear understanding

of the research process and justify the methodological choices made.

3.1. Type of Research and Design

This study will employ a cross-sectional survey design to assess the impact of service quality

on customer satisfaction and retention at selected branches of the Commercial Bank of

Ethiopia (CBE) in the Harar District. A cross-sectional approach will be suitable f o r

capturing data at a single point in time, providing a snapshot of customer perceptions and

service performance (Creswell, 2014). The descriptive research design will further aid in

detailing findings and making inferences about the factors affecting customer satisfaction.

Both quantitative and qualitative research methods will be utilized. Quantitative methods will

provide statistical analysis of service quality dimensions and their effects on customer

satisfaction and retention, while qualitative insights may be used to enrich the understanding

of customer experiences (Ghauri&Grönhaug, 2005).

3.2. Description of Study Area

The study will focus on five branches of CBE located in Harar City: Main Branch, Shewaber

Branch, Aboker (Shenkor) Branch, Hilal Branch, and Jinella Branch. These branches will

represent a diverse cross-section of CBE’s operations in the Harar District.

CBE, as one of the largest financial institutions in Ethiopia, will serve a significant customer

base with its extensive network of branches and advanced banking services. As of the latest

available data, CBE has a substantial number of active account holders and maintains a

robust presence in various regions of the country. The branches selected for this study will

17
cover a significant portion of the customer base in Harar City, providing a comprehensive

view of service quality and customer satisfaction.

3.3. Population and Sample Size Determination

The target population will include all customers of the five selected CBE branches in Harar

City, totaling 89,700 customers. The sample size will be determined using the following

formula for a single population proportion:

where:

n is the sample size,

Z is the standard normal deviate (1.96 for 95% confidence level),

p is the estimated proportion (0.5 for maximum variability),

e is the desired level of precision (0.05).

Substituting these values:

To account for practical considerations and response rates, the sample size will be rounded to

384

To allocate this sample across the branches proportionally, the following distribution will be

applied based on branch customer base proportions:

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Table 3.3.1: Sample Size Distribution by Branch

Branch Customer Base Proportion Sample Size

Main Branch 41,100 0.458 173

Shewaber Branch 24,600 0.274 105

Aboker Branch 13,200 0.147 58

Hilal Branch 5,000 0.056 23

Jinella Branch 5,800 0.065 25

Total 89,700 1.000 384

This proportional distribution ensures that branches with larger customer bases are

adequately represented in the sample, reflecting the diversity of customer experiences across

different branches.

3.4. Sampling Method and Procedure

A stratified random sampling technique will be employed to ensure representative coverage

across different customer segments and branch operations. The branches will be stratified

based on their customer base size, and samples will be drawn from each stratum to reflect

their relative proportion. Random sampling will then be used within each stratum to select

individual participants, ensuring unbiased representation (Creswell, 2014).

3.5. Research Instrument

The research will utilize self-administered questionnaires to collect data. These

questionnaires will be designed to capture customer perceptions of service quality and

satisfaction. Respondents will complete the questionnaires independently, with the option to

return them in person or through secure digital means. The instrument will be accompanied

19
by a brief explanation of the study’s purpose to enhance respondent understanding and

commitment.

3.6. Data Type and Source

Primary data will be collected through customer surveys. The quantitative data obtained will

provide insights into the service quality dimensions and their impact on customer satisfaction

and retention. The data collection will focus on assessing variables related to service quality

as perceived by customers.

3.7. Data Collection Instrument and Procedure

The data collection instrument will be a structured questionnaire, pretested for clarity and

reliability. The questionnaire, initially prepared in English, will be translated into Amharic

and back-translated to ensure accuracy. It will include sections on socio-demographic

characteristics, service quality dimensions, and customer satisfaction and retention.

3.8. Description of Variables

3.8.1. Dependent Variables

Customer Satisfaction and Retention: This composite variable will integrate customer

satisfaction (how well service meets expectations) and retention (likelihood of continued

service use).

3.8.2. Independent Variables

Reliability: Consistency and accuracy in service delivery.

Responsiveness: Speed and willingness to assist customers.

Assurance: Confidence and trust inspired by staff and security measures.

Empathy: Personalized attention and understanding of customer needs.

Tangibles: Physical aspects of the service environment.

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3.9. Data Processing and Analysis

Data will be analyzed using SPSS version 22.0. The analysis will include:

Descriptive Statistics: To summarize and describe the data.

Linear Regression Analysis: To examine the relationship between service quality

dimensions and the composite dependent variable.

T-tests and ANOVA: To assess differences between demographic groups and their impact

on customer satisfaction.

3.9.1. Validity Analysis

Validity will be ensured through an extensive literature review and expert review of the

questionnaire. Content validity will be confirmed by aligning questionnaire items with

established constructs. A pilot test will be conducted to refine the instrument and ensure

validity. Multicollinearity will be assessed using Variance Inflation Factor (VIF) to confirm

that predictors do not exhibit high intercorrelation.

3.9.2. Reliability Test

Reliability will be measured using Cronbach’s Alpha to ensure the internal consistency of the

questionnaire items. A reliability coefficient above 0.7 will indicate acceptable reliability for

the scales used in the study (Coakes& Steed, 2007).

3.10. Ethical Considerations

Ethical clearance will be obtained from the institutional review board of Addis Ababa

University. Permission will be granted from all participating CBE branches. Participation will

be voluntary, and confidentiality will be maintained by anonymizing respondent information.

Participants will be informed about the study’s purpose and their rights, ensuring informed

consent.

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3.11. Operational Definition of Variables

Customer Satisfaction: The extent to which service performance meets or exceeds customer

expectations.

Service Quality: The degree to which service delivery aligns with customer expectations,

including reliability, responsiveness, assurance, empathy, and tangibles.

22
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Focus on Customer Retention. Ethiopian Journal of Economics, 32(1), 89-105.
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Journal of African Business Studies, 14(3), 234-250.
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Business Horizons, 31(5), 35-43.
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22. Shrandakos, C. (2005). Sampling techniques in social science research. Academic
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Appendix

Appendix 1 Budget and Work plan

Item Description Cost (Birr)

Preparation Phase
Literature Review Materials Purchase of books, articles, and reports 500
Printing and Photocopying Printing and copying of research materials 300
Data Collection Phase
Survey Administration Printing and distributing questionnaires 800
Interview and Focus Group Transport and refreshments for participants 1000
Data Collectors' Fees Payment for assistants during data collection 1200
Data Analysis Phase
Software Licenses SPSS and NVivo licenses 1500
Data Entry Payment for data entry personnel 700
Reporting Phase
Report Writing and Editing Professional editing services 800
Printing and Binding Final report printing and binding 500
Miscellaneous Contingency fund for unforeseen expenses 700
Total 7000

25
Appendix2 Work plan

Activity Description Start End

Date Date
Preparation and Reviewing relevant studies and developing July 12 July 19
Literature data collection instruments
Review
Pilot Testing and Testing data collection tools and July 20 July 23
Ethical Approval obtaining ethical approval
Training and Data Training data collectors and July 24 August
Collection conducting surveys, interviews, focus 10
groups, and observations
Data Cleaning Organizing and cleaning collected data August August
and Entry 11 12
Data Analysis Analyzing quantitative and qualitative data August August
13 20
Report Writing Drafting findings, discussion, August August
and recommendations 21 26
Review and Reviewing and finalizing the research report August August
Finalizatio 27 30
n
Report Submission Submitting the completed research report September September
16 16

26