Abstract:
The study is about the determine the Contribution of Quality Services and Performance of
Banking Industry in Rwanda A case of Equity Bank Rwanda PLC (2020-2023). The first
specific objectives was to analyze the effectiveness of quality service in Equity Bank Rwanda
PLC. The second was to determine the effects of quality service on the performance of Equity
Bank Rwanda PLC In virtue to the main purpose of this study, researcher designed an
appropriate research methodology and used the interview, documentary and questionnaire
techniques to collect and analyse relevant data which allowed the researcher to obtain the
following findings: The table 4.6 mentioned that 72.9% of the total respondents strongly agreed
that Equity Bank has a good customer royalty compare to other companies and 27.1% agreed
with this while 68.7%% of the total respondents strongly agreed that Customers’ problems are
treated with sincere interest in solving them and 31.3% agreed with this while 62.5% of the total
respondents strongly agreed , 36.3%% agreed that Follow-up to ensure that customers are
satisfied with the solution and 1.2% disagreed with this. The table 4.13 shows that the total
assets of Equity bank Rwanda PLC increased by 2.9% in 2020, 2.7% in 2021, 3.8% in 2022
and 3.5% in 2023, The table 4.14 demonstrates the image of return on equity ratio in Equity bank
Rwanda PLC from 2020 up to 2023. It is very important for any shareholder because it
measures the return on the money they have put into the company. The table 4.15 shows that the
Net Profit Margin ratio of Equity bank Rwanda PLC was 34.13%, 37.58%, 40.84%, and 38.52
respectively in 2020, 2021, 2022 and 2023. The performances goes hand in hand with the ways
by which effectiveness in utilization of existing resources of cash management, financial
planning, strategic supplier partnership and capital budgeting management as well as in capital
structure management are ensured. The effectiveness of all these is the effectiveness of quality
services in Equity Bank Rwanda PLC.
