CONTRIBUTION OF QUALITY SERVICES TO THE PERFORMANCE OF BANKING INDUSTRY IN RWANDA CASE STUDY OF EQUITY BANK RWANDA PLC (2020-2023)

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.