Abstract
The study examined the nature of factors that influence customer care on quality service.
Bank Commercial du Rwanda Limited is the largest government bank in the country. It is
now thirty nine years old and has IO branches and 6 agencies throughout the country.
The sample of employees of the bank, retail and corporate banking customers was drawn
from the Bank Commercial du Rwanda. Data was collected using questionnaires to retail
clients in the branch and corporate clients as well as face to face interviews with key
informants (executive members) in the bank. The influence of a particular factor was
measured by percentage of customers indicating that a factor was either Strong Agree or
Agree in their decision.
Respondents were asked to rate the importance of factors as follows: I- Strong agree
2- Agree, 3 - Disagree, 4- Strong disagree
In conclusion, the customer satisfaction level over the services performance BCR is currently
favorable. However, only small percentage of the customers doesn't consider their needs and
expectations are being met. There are significant concerns over the charging, reliability of the
bank network connection and customer support
NGENDAKURIYO, G (2021). Customer Care On The Quality Services, Case Study Of Commercial Bank Of Rwanda. Afribary. Retrieved from https://track.afribary.com/works/customer-care-on-the-quality-services-case-study-of-commercial-bank-of-rwanda
NGENDAKURIYO, GILBERT "Customer Care On The Quality Services, Case Study Of Commercial Bank Of Rwanda" Afribary. Afribary, 04 Jun. 2021, https://track.afribary.com/works/customer-care-on-the-quality-services-case-study-of-commercial-bank-of-rwanda. Accessed 30 Nov. 2024.
NGENDAKURIYO, GILBERT . "Customer Care On The Quality Services, Case Study Of Commercial Bank Of Rwanda". Afribary, Afribary, 04 Jun. 2021. Web. 30 Nov. 2024. < https://track.afribary.com/works/customer-care-on-the-quality-services-case-study-of-commercial-bank-of-rwanda >.
NGENDAKURIYO, GILBERT . "Customer Care On The Quality Services, Case Study Of Commercial Bank Of Rwanda" Afribary (2021). Accessed November 30, 2024. https://track.afribary.com/works/customer-care-on-the-quality-services-case-study-of-commercial-bank-of-rwanda