Abstract:
This study was carried out to assess the Influence of e-banking practices on customer satisfaction in commercial banks in Rwanda is BPR, main branch using as a case study. The objectives of the study were; To analyze the effectiveness of electronic banking services in BPR Bank Rwanda Plc To determine the contribution of electronic banking services on customer satisfaction in BPR Bank Rwanda Plc. Universal sampling technique was used to take all 100 respondents. Data was collected using questionnaires. This study indicates that there are several electronic payment methods being used they include; ATM, Mobile Banking, Internet Banking, Electronic Card Banking and Point of sale. Findings on the effectiveness of electronic banking methods Findings in table 4.6 Table 4.6, shows the outline of the answers related to the ATM services where 74 respondents with 74.0% of respondents strongly agree that ATM transactions are performed anytime, 26 respondents with 26.0% of respondents agree, this information above shows that all customers are mobilized to save. Respondents indicated that 60 respondents correspond to 60.0% of strongly agree, 40 respondents correspond to 40.0% of agree that ATMs are located in areas where clients they need, 80% from the surveyed people are strongly agreed and 20% agreed by that ATM transactions reduces cost of transaction. Table 4.11, shows the outline of the answers related to the ATM services where 40 respondents with 40.0% of respondents agree that Speed of service Delivery by e-banking in BPR help customers to perform transactions and access banking services quickly without delays, this information above shows that Speed of service Delivery by e-banking in BPR help customers to perform transactions and access banking services quickly without delays. In accordance with the table 17 it is revealed that the relationship between E-banking services and Customers satisfaction positively and very highly correlated, this due to the fact 0.95 up to 1 shows a positive and very high correlation as interpreted above. After the analysis we realized that the majority of the respondents said that the relationship between E-banking services and the customers’ satisfaction positively correlated. Then the study end up by making recommendations BPR Bank should often offer exclusive benefits to loyal customers, such as better interest rates, lower fees, and special promotions.
