Abstract: The study in hand was on impact of E-banking on customer satisfaction in Bank populaire of Rwanda (BPR), the case of Ndera branch. The study assessed the effect of e-banking on customer satisfaction. It shed light of factors influencing customers’ satisfaction such as reliability and accessibility of e-banking, the convenience of e-banking and their impact on customer satisfaction in BPR. The main objective for conducting this research is to assess the impact of e-banking services delivery on the satisfaction of customers in BPR. The target population was bank staff and customers. To select the sample, convinience sampling was used. Data were collected by self- administered questionnaire to customers using e-banking and interview given to bank staff. Data were analyzed using descriptive statistics. It was shown that ebanking services were reliable and accessible in BPR as the majority of respondents (52%) agreed with all indicators of ebanking reliability and accessibility. Moreover, ebanking was said to be convenient as the majority 70% agreed with all factors contributing to convenience. It was revealed that 17.9 % of respondents were dissatisfied, 41.1% satisfied, (28.6 highly satisfied) with using ebanking services due to a number of reasons( high charges, poor network, limited safety and security of their money). On the other hand,the majority(69.9% ) of respondents reported to be happy with ebanking services in the BPR due to time saving, its convenience, working time etc). The findings implied that although a lot has been done to improve ebanking services in order to meet customers’ expectations, there is a need to keep on improving to fully satisfy customers. Recommendations were formulated to different ebanking stakeholders such that customers should improve the way the keep the ATM pin, the bank should increase the limit amount withdrawn per day and ensure the security and safety of customers money. The bank should also reduce time taken to get refunded the bounced money etc.
Keywords: electronic banking, customer satisfaction.
Title: IMPACT OF ELECTRONIC BANKING ON CUSTOMER SATISFACTION IN BANK POPULAIRE OF RWANDA BETWEEN 2015-2017: NDERA BRANCH AS A CASE STUDY
Author: Phocas KAMBALI, Dr. Patrick Mulyungi, Dr. Jaya Shukla,
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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