CHAPTER FOUR

DATA ANALYSIS AND INTERPRETATION

4.1 Introduction
This chapter covers the presentation, analysis and interpretation of data collected from primary sources. A
total of 250 questionnaires were distributed to the respondents and provided interview questions to the
remaining management body of the organization under study.

Out of 250 questionnaires distributed to the respondents 228(91%) of the questionnaires were filled and
returned by the respondents. Accordingly, the data collected were analyzed and interpreted here under.

4.1. Back ground information of employee respondents

Table 1.1 Demographic characteristics of employee respondents

Back ground information Items No of respondents Percentage

Sex Male 180 78.95%

Female 48 21.05%

Age 20-25 14 24.56%

26-30 29 50.88%

31-35 14 24.56%

36-40 - -

Above 40 - -

Level of Education Certificate - -

Diploma - -

Degree 50 87.72%

Masters 7 12.28%

Year of Experience < 1 Year

1-2 Years 13 22.81%

3-4 Years 28 49.12%

 >4 years 16 28.07%
Source: Primary data 2023

The above table shows that the majority of the respondents are male 64.91% and 35.09% are female. The
majority of respondents are from age 26-30 Consisting of 50.88% ,24.56% from 3135 and 24.56% are in
the age of 20-25. This shows that most of the workers are on the productive age. 87.72% of the
respondents have college degree and the rest 12.28% have master’s degree. This shows that all bank
employees are educated enough and this helps the bank to perform its services effectively and also
enabled the researcher to obtain a sufficient and necessary data to conduct the paper. In regard to their
working experience, more than half of the respondents 49.12% are 3-4 years experienced and the rest are
28.07% and 22.81% are above 4 years and 1-2 years experienced respectively. This shows that the EAL
employees are well experienced and this can help the bank to be more productive and effective.

4.2. customer feedback system

Table 1.2 customer feedback system

Statement to evaluate Rating point Remar

k
A SA N DA SD

The feedback system 133 57 38 - - Agree

helps EAL to 58.34 25% 16.66
understand its % %
customers’ needs and
expectations
EAL use the 57 38 76 38 19 Neutral
feedback 25% 16.66 33.34 16.66 8.33
% % % %
system to
identify
areas for
improvemen
t
 EAL use the 19 57 95 57 - Neutral
feedback system to 8.34% 25% 41.67 25%
make data driven %
decisions to enhance
customer experience
EAL 114 57 38 19 - agree
respond to 50% 25% 16.66
8.34%
the feedback %
in a timely
manner

EAL address the 57 76 38 57 - Strongly

concern and 25% 33.34% 16.66% 25% Agree
suggestions effectively

EAL 38 152 - 19 19 Strongly

16.66% 66.67% 8.34% 8.34% Agree
customer
feedback
system is
easy to use

EAL values and 76 133 - - 19 Strongly

takes action on 33.34% 58.34% 8.34% Agree
customer feedback

Having a 95 95 19 19 - Agree
8.34%
customer 41.67%
41.67% 8.34%
feedback
system
makes EAL
services
more
trustworthy
 The online 38 38 76 19 57 neutral
16.66% 16.66% 33.34 8.34% 25%
feedback
platform is %
more
preferable
than
physical
office

The 38 171 19 - - Strongly

feedback 16.66% 75% 8.34% Agree
system save
time for
customers

EAL customer 57 133 - 38 - Strongly

feedback system 25% 58.34% 16.66% Agree
improved customers
overall experience
with the airline
EAL taken seriously 152 38 - 19 19 agree
customers 66.67% 16.66% 8.34% 8.34%
suggestions and
complaints when
submitted through
the feedback system

Source: Primary data 2023

The above table 1.2 shows customer feedback system. This are organizational, environmental and
technological factors. In organizational factor there are items listed as sub factors. From this sub-factor
133(58.34%) of the respondents agree that the feedback system helps EAL to understand its customers’
needs and expectations while the rest 38(16.66%) are neutral. The majority of the respondents are neutral
76(33.34%) with regard to EAL use the feedback system to identify while 57(25%) agree and 38(16.66%)
 disagree. 95(41.67%) of the respondents are neutral regarding the EAL use the feedback system to make
data driven decision to enhance customer experience.

4.2.2 employee training and development

Table 1.3 employee training and development

Statement to evaluate Rating point Remark

A SA N DA SD

I received adequate training to perform my job 192 36 - - - Agree

e effectively 8 84.21%
15. 15.79%

I receive sufficient support from my 200 28 - - - Agree

manager during the training process 87.72% 12.28%

Proper training is given to employees of the 184 44 - - - Agree

Airline to practice the change 80.70% 19.30%

I am satisfied with the quality of training 56 116 56 - - Strongly

24.56% 50.88% 24.56%
provided by EAL Agree

The training helps me to have better 76 84 68 - - Strongly

understanding the company's goals and 33. 33% 36.84% 29.82%
objectives Agree

There are changes implemented as 32 196 - - - Strongly

14.03% 85.97%
a result of the training program that Agree
improved my work performance

EAL communicate changes in 44 144 40 - - Strongly

19.30%
policies or procedures following a 63.16% 17.54% Agree
training program

EAL provided enough opportunities 20 184 24 - - Strongly

8.77%
 for career development and growth 80. 70% 10.53% Agree

skills or knowledge gaps are 24 168 36 - - Strongly

10.53% 73.68% 15.79%
addressed through the training Agree
program

The feedback provided during the 192 20 16 - - Agree

training was effective 84.21% 8.77% 7.02%

EAL valued my input during the development 160 28 40 - - Agree

of their employee training programs 70.18% 12.28%
17.54%

There Was sufficient collaboration

44
between different departments 144 40
19.30%
within EAL during employee 63.16% 17.54% - -
training initiatives

I am adequately prepared for 76 84 68 - -

29.82%
implementing changes within my 33% 36.84%
roles at EAL after a successful
employee-training initiative

There Was clear leadership and 76 84 68

29.82%
direction provided during an 33% 36.84%
employee-training initiative

There is sufficient follow-up after 44 144 40 - -

19.30% 63.16% 17.54%
an employee-training initiative to
ensure its success and sustainability

I am able to apply what I learned 44 144 40 - -

19.30%
from the employee-training 63.16% 17.54%
 initiative on my day-to-day
activities at work

There are negative impacts on 192 20 16 - -

customer experience as a result of 84.21% 8.77% 7.02%
inadequate employee-training
initiatives

I am satisfied with EAL 184 44 - - -

19.30%
commitment towards Employee 80.70%
Training and Development
Strategies

Employee Training and 184 44

19.30%
Development is important for 80.70%
overall success of an organization

Source: Primary data 2023

Table 1.3 shows employee training and development. This employee training and
development.192(84.21%) agree that they received adequate training to perform my job
effectively,200(87.72%) of the respondents agree that they received sufficient support from my manager
during the training process cost and 184(80.70%) of the respondents agree that proper training is given to
employees of the airline to participate the change.

When we come to weather, they satisfied with the quality of training provided by EAL, 84(36.84%)
strongly agree in they satisfied with the quality of training provided by EAL. 196(85.97%) of the
respondents strongly agree that There are changes implemented as a result of the training program that
improved my work performance. 144(63.16%) said EAL communicate changes in policies or
procedures following a training program, 184(80.70%) said EAL provided enough opportunities for
career development and growth, 192(84.21%) agree that the feedback provided during the training was
effective. And (70.18%) agree that EAL valued my input during the development of their employee
training programs.
4.2.3 new technologies implementation

table 1.4 new technologies implementation

No. Statement to evaluate Rating points Remark

A SA N DA SD

1 Change in technology improve 160 68 - - - Agree

29.83%
the service delivery 70.17%

2 The new technology in EAL made it 168 60 - - Agree

easier for customers to book flights 73.68% 26.32%

3 Introduction of self- check in kiosks made 40 188 - - Strongly

the check-in process faster and more efficient 17.54% 82.46%
Agree

4 Using EAL mobile app or website 64 164 - - Strongly

have difficulties to book and managing 28.07% 71.93%
flights Agree

5 Using new technology improved 168 60 - - Agree

the accuracy of flight information 73.68% 26.32%
provided by EAL
6 Improvement in baggage tracking 160 68 - - Agree
Systems since the implementation of 70.17% 29.83%
new technology
7 EAL flights delay or cancel 60 168 - - Strongly
73.68%
due to technical issues 26.32% Agree

8 EAL is keeping up with industry 64 164 - - Strongly

standards in terms of 71.93%
technological advancement 28.07% Agree

9 Changes in on board entertainment 24 204 - - Strongly

system is noticeable, 10.53%
since the implementation of new 89.47% Agree
technology
Improvement in
 communication between staff 40 188
10 17.54% 82.46%
and passengers through the
use of new technology on
board flights

11 Current level of technological 160 68

70.17% 29.83%
advancement in EAL

12 Personal data of passengers 60 168

73.68%
adequately protected 26.32%

13 Passengers have issues with 40 188

17.54% 82.46%
payment processing when
booking flights through EAL
online platform or mobile App

14 EAL need to improve its use

of technology to enhance
service delivery

15 Quality and reliability of Wi-

Fi services on board EAL
flights

16 Staff members are adequately

trained to assist customers
with using new technology
during their travel experience

17 Customers perception of EAL

changes since the
 implementation of new
technology for service
delivery

Source: Primary data 2023

Table 1.4 indicated that new technologies implementation 160(70.17%) agreed. Significant proportion
42(73.68%) agree on the new technology in EAL made it easier for customers to book flights and
42(73.68%) strongly agree on Using new technology improved the accuracy of flight information
provided by EAL. The result further revealed that most respondents asserted that desire to improve the
relationship with customers, desire to cover wide geographical area and desire to build organizational
reputation 41(71.93%) are found as the EAL is keeping up with industry standards in terms of
technological advancement.
4.2.4 streamlining process and procedures
table 1.5 streamlining process and procedures

No. Statement to evaluate Rating points Remark

A SA N DASD

1 Improvements in the efficiency of EAL' 184 44 - - Agree

processes and procedures are noticed 19.29%
80.70%

2 Changes made by EAL align with overall 48 180 - - Strongly

strategic goals 21.05% 78.94%
Agree

3 There are negative impacts on 160 68 - - Agree

customer experience as a result of 70.18% 29.82%
changes to processes and procedures
4 Clear leadership and direction are 44 184 - - Strongly
19.29% 80.70%
provided during a process improvement Agree
initiative

5 The quality of service provided by 24 204 - - Strongly

Ethiopian Airlines following a 10.53% 89.47%
process improvement Agree
initiative is
 improved
6 Employees are involved in the 32 196 - - Strongly
development and 14.03% 85.97%
implementation of new Agree
processes or procedures
7 The speed of service 160 68 - - Agree
29.82%
delivery is improved 70.18%

8 There are negative impacts on 104 124 - - Strongly

customer experience as a result of 54.39%
45.61% Agree
changes to processes and procedures
9 There are positive impacts 124 104 - - Agree
On 45.61%
54.39%
Customer
experience as a result of
changes to processes and procedures
10 Level of transparency and
communication of EAL
improved

11 The streamlining process

had impact on employee
morale or job satisfaction

12 There is a difference in how

quickly issues are resolved
following the
implementation of new
processes or procedures at
EAL

13 There are cases where

delays or other issues
occurred due to changes
 made as part of the
streamlining process at EAL

Source: Primary data 2023

Respondents were asked whether they `Strongly agreed, Agreed, Neutral, Disagreed or Strongly
disagreed’ based on the questions shown in the table 1.5 above to confirm streamlining process and
procedures, Item 1 shows 184(80.70%) agree that in the Improvements in the efficiency of EAL'
processes and procedures are noticed ,180(78.94%) strongly agree to the Changes made by EAL align
with overall strategic goals
, 40(70.18%) agree that There are negative impacts on customer experience as a result of
changes to processes and procedures, 46(80.70%) said Clear leadership and direction are provided
during a process improvement initiative

4.4 quality service delivery

Table 1.7 quality service delivery

Rating points

STATEMENT TO
1 2 3 4 5
EVALUATE

The airlines 177 51 - - -

offer reliable 77.50 % 22.50 %
services and
emphasizes on
its clients

EAL flights 71 114 43 - -

31.25%
depart and 50.00% 18.75%
arrive on time
I EAL customers are 43 185 - - -
satisfied with 18.75% 81.25%
competence and
knowledge of EAL staff

Employees of EAL 91 137 - - -

40% 60%
understand the needs a
customer

Employees of 120 108

EAL provide 52.50 % 47.50%
personalized
attention to
customers'
needs

I Employees of EAL 28 129 28 43 -

Respond 18.75%
promptly to customer 12.50% 56.25% 12.50%
inquiries or complaints

I EAL take proactive 43 129 28 28 -

steps to address 12.50%
customer concerns before 18.75% 56.25% 12.50%
they escalate

It EAL communicate 34 43 57 40 54
changes 18.75%
To flight schedules or 15.00% 25.00% 17.50 % 23.75
Routes
%
 The tangible - 57 57 85 29
changes made by 25%
EAL align with 25% 37.50 % 12.50
customer needs %
and preferences

EAL consider the 29 43 85 71 -

impact of
changes on 12.50% 18.75 37.50 % 31.25%
c customers before
%
implementing them

EAL involve 43 100 51 - 34

customers in 22.50% 15.00%
change management 18.75 43.75
i initiatives (e.g.,
% %
Soliciting feedback,
conducting surveys)

EAL respond - 108 57 -

promptly to customer 63
c on concerns or 47.50% 27.50% 25.00%
complaints related to
changes

It Customers of EAL - 51 46 103 28

are satisfied with the 22.50% 12.50%
speed and effectiveness 20.00 % 45.00%
of communication
from EAL during
change
management initiatives
Source: Primary data 2023
The table 1.7 shows that quality service delivery. The airlines offer reliable services and emphasizes
on its clients 62(77.50%) strongly agree. EAL flights depart and arrive on time responded as
40(50.00%) agree. The finding shows us that, customers perceive that quality service delivery has a
relative advantage.

What factors affecting change management strategies in the Airlines

Item High Average Low Not Expressed

Employee resistance 90 30 40 68

Management capacity 100 30 30 68

Organizational culture and practice 100 40 20 68

Resource limitation 80 60 30 58

To what extent the change management personnel possess the skill and competence

Item To To To To To very
very great some lower lower
great
 extent extent extent Extent Extent

Change 90 40 30 30 38
oriented

Creativity 100 40 30 38 20

Goal 110 30 30 30 28
oriented

Communi 80 60 40 28 20
cation
skill

Feedback 80 50 40 30 28
oriented