Purpose: The purpose of this study was to investigate the magnitude, behavioural issues and other contributing factors for alcohol and substance abuse, in order to develop a strategy for alcohol and substance abuse among Ethiopian university students. Method: An explorative, mixed method approach research was used. Data were collected from adolescents at Arbaminch and Wolaita Sodo universities that were purposively selected for this study. Review of literature resulted in the researcher developing questionnaire items for quantitative data (N=738) (Annexure F). Framework: The theory of planned behavior change was applied to guide the study. The theory was applied to enable understanding of behavioural intentions, individual attitudes and subjective norms surrounding performance of a specific behavior. This theory was applied to understand the problem among the student and as a framework for developing the strategy. Research Findings: The study highlighted alcohol and substance abuse among the university students was widespread. Behavioural findings showed that respondents have favorable attitudes but no intention to discontinue the use of alcohol and substances. Various factors including behavioural, environmental and policy issues have contributed to the problem. However, intervention packages and strategies to respond to the growing problem were non-existent or very minimal. Conclusion: Alcohol and substance abuse among university students has become global public health problem. However, university management did not have plans in place to attend to the problem. The researcher envisages that the implementation of these strategies would provide a workable intervention in reducing alcohol and substance abuse among students at the Ethiopian Higher Learning Centres. Recommendations: University management should step in and initiate urgent intervention measures. Adequate coordination among various stakeholders to respond to such a multi-dimensional problem is a necessity. The parliament has to revisit the current alcohol, drug and substance advertisement, circulation and trading related legislations including the use of ‘Khat which is Ethiopia’s unique problem. / Health Studies / D.Litt. et Phil. (Health Studies)

Financial services institutions invest in self–service technologies for various reasons. These include the demands to rationalise costs and to meet the channel preferences of a „technology- savvy‟ client base. Some advantages of self–service technologies (“SSTs”) include the optimisation of staff activities and faster and improved customer services. Retail banks experience various migration-related costs when migrating customers to an SST environment; in terms of both branch infrastructure and the development of employee skills. Some customers continue to favour face-to-face service interactions, which necessitates an identification and evaluation of the necessary skills required by employees to facilitate this migration process. This study aims to both identify and classify the requisite skills needed by financial services professionals to enable them to migrate customers from physical to electronic service channels; including ATMs. With the appropriate training and competencies, employees can guide customers more effectively through the migration process in a non-judgemental way. This would, in turn, address the lack of self-service technology understanding among customers in the longer term. The lack of support from skilled service employees has, in many instances, led to customers paying higher transactional fees and experiencing inconvenience at physical channels, thereby resulting in overall lower self-service usage. / Business Management / DBL