Electronic Banking and Customer Satisfaction in Rwanda A Study on Bank of Kigali, Rwanda

The increase of digitalization enables financial institutions to provide electronic banking services or online banking in order to access the competitive advantage and dedicate much market share for themselves as it has crucial role in increasing customers' satisfaction. Therefore, the main objective for the current study was to investigate the effect of electronic banking on the customer satisfaction in Rwanda, case of Bank of Kigali. The entire target population of this research was 380 000 populations composed by customers of Bank of Kigali in Rwanda. From these, the sample size was625 respondents while simple random sampling techniques was used.The study used primary data collection and the researcher utilized questionnair .Validity and reliability was adopted in this this research because it facilitated to hold high reliability if it can be repeated several times and the outcome is the same. Collected quantitative data was analyzed using computer software Statistical Package for Social Sciences SPSS version 23.0 to enable data analysis.On the side of Model summary as per tables No.22,24,26, and 28, the results exemplified that the R value indicated some simple correlations between our variables. This demonstrated a higher degree of correlation between the dependent and independent variables from the study. Similarly, the R square proved how the total variation between all the dependent variables and customer satisfaction were in relations. This lead us to conclude that there was a strong relationship between Information Technology, Electronic Mobile devices, Electronic Banking transactions and Financial policies with their influences on customer satisfaction. Briefly, both individuals, government and private sectors should recognize the contributions that electronic banking is serving in improving both economic development and living standards of the citizens. Based on the researcher findings, there is still a need in improving and diagnosing network troubleshoots to enable quick services from the banks. Dr. Yagnam Nagesh | Dr. Pooja Nagpal | Dr. Umamaheswari K "Electronic Banking & Customer Satisfaction in Rwanda: A Study on Bank of Kigali, Rwanda" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-4 , June 2022, URL: https://www.ijtsrd.com/papers/ijtsrd50400.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/50400/electronic-banking-and-customer-satisfaction-in-rwanda-a-study-on-bank-of-kigali-rwanda/dr-yagnam-nagesh