the Effect of E banking on customer satisfaction in commercial bank of Rwanda Case study BPR Kinamba branch from 2021-2023)

Abstract

The Effect of E banking on customer satisfaction in commercial bank of Rwanda was the researchers’ main objective. The research specific objectives were to evaluate the strength of the E- banking system used by PBR Ltd Kinamba- branch. To analyze extent to which Electronic banking affect the performance of bank services in commercial banks especially PBR Ltd Kinamba- branch, to assess the degree of customer satisfaction after using of electronic banking system in BPR Ltd Kinamba- branch. The researchers started with a statement problem consisting of two questions:  Does E Banking used effectively by BPR LTD KINAMBA branch?  Is the use of E banking system has positive effects on satisfaction of customer services of BPR LTD KINAMBA branch? To test the hypotheses, the researcher used several methods such as analytical, comparative and quantitative methods. The researcher also used several techniques such as documentary, structured interview and questionnaire techniques. The researchers found that two hypotheses were confirmed. The first hypothesis was proved positively because 100% of respondents said that the E banking system system of BPR Ltd is used effectively in Kinamba-branch. The second hypothesis was confirmed because all respondents representing 100% agreed that E banking system has positive effects on satisfaction of customer services of BPR LTD KINAMBA branch. At the end of this study, the researcher has tried to formute the conlusion to corform that the title of the study “the Effect of E banking on customer satisfaction in commercial bank of Rwanda Case study BPR Kinamba branch from 2021-2023) have met it all objetives and it has developed through its special objectives compare to the problem statement, research questions and research hypothesis. He/she also intended to give Recomandation as sugestions to the future resseachers.