Customer Care On The Quality Services, Case Study Of Commercial Bank Of Rwanda

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

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