Abstract:
The study sought to examine the impact of electronic banking system on customer satisfaction in Rwanda. It was conducted explicitly at Bank of Kigali with the following
specific objectives: to assess the effectiveness of e-banking used at Bank of Kigali.to evaluate the impact of e-banking on customer satisfaction at Bank of Kigali.. The study has collected data through mixed approaches to achieve the above-stated objectives. Data were collected from 96 respondents who were employees and clients of the BK and were selected using simple random sampling. The results showed that 100% of the majority of respondents said that online banking system provide a quick, 74.6% they said they gain their time by using ATM same as it works 24 hours a day. According to what the table shows, online banking system have a big importance in service delivery of BK, because its services are done in short time and properly.73.9% use Mobile money. 57.2% of respondents used Western union, while 83.3% of the majority of respondents use quick serve card. Besides, 62.5% use easy cashes same as Swift Money Transfer. According to the data indicated on the table it is clearly seen that the use of different types of e-banking continue to grow m Rwanda. Quick-serve card and Mobile banking are most used. 100% share the same view or agreed that online banking system helped them to make easy payment in reducing transport fees and low charges in services delivered by BK because there get money by using swift- money transfer. In comparison, 73.9% of respondents said low charges as using online banking facilitates economic exchange. All the respondents 100% share the same view or agree that the online banking system helped them reduce transport fees and low charges in services delivered by BK because they get money by using swift-money transfer. Online banking provides excellent customer service as customers do not have to visit the bank branches every time, while online banking provides digital payment transparency.52% are satisfied in withdrawing money in 24 hours work while 16.6% disagreed with the statement . According to the data indicated on the table it is clearly seen that the most important thing for clients of BK Main branch is to withdraw money any time (using ATM) in online banking. The researcher recommends Bank of Kigali to teach all it is customers about all the services that are offered through Electronic banking services because majority of the customers are not aware of these services.
