Contribution of Employees Motivation on Performance of Commercial Banks in Rwanda. Case study: BK PLC (2020-2023

Abstract

The main objective of the study is to analyse the contribution of employees motivation to the performance of commercial banks in Rwanda. The specific objectives of the study is to assess the effectiveness of employees motivation within BK PLC and to find out the contribution of employees motivation to the performance of BK PLC. The population of the study is 151 employees of BK with a sample size of 60 respondents. The data collection techniques are questionnaire, interview And documentation. The methods of data analysis are analythical, historical and statistical methods. The results of data analysis show that 66% of respondents agreed that employees of Bank of Kigali Plc participate in decision making process, 10% of the respondents disagreed their participation in decision making within Bank of Kigali Plc and 14% of the respondents were neutral about the question. It can thus be concluded that the participation of the personnel in the process of decision making within Bank of Kigali Plc is an authenticity. This participation is seen through the provision of ideas to managers. The respondents have said that employee participation in decision making is used in Bank of Kigali Plc for the success of the organization, empowerment in the workplace. In Bank of Kigali Plc, team members or workers are encouraged to provide the opinion and suggestion and consultation about the bank problems and prospects in the future. Employee participation in decision making encourages employees in Bank of Kigali Plc to take responsibility for maintaining quality services in terms of carrying out activities, which meet the requirements 14 of their customers. Concerning on consideration of employees of Bank of Kigali Plc, only 83% of respondent said that in Bank of Kigali Plc has a positive consideration in route to motivating employees of Bank of Kigali Plc. 17% of respondents said that in Bank of Kigali Plc there is a negative consideration. Those psycho sociological conditions by motivating their employees and staffs that Bank of Kigali Plc provides that leaded to promote to the performance of institutions. The role of employee motivation in the evolution of customers for Bank of Kigali Plc over a four-year period from 2020 to 2023. The table includes the number of customers for each year and the corresponding trend in customer growth. The total number of customers for Bank of Kigali Plc for each year. In 2020, there were 348,035 customers, which increased to 353,984 in 2021, further rose to 480,746 in 2022, and reached 515,000 in 2023. The researcher recommended BANK OF KIGALI PLC should enhance adapting fringe benefits to the needs of employees. It provides a greater opportunity to attract high value and talented employees from public institutions.