Electronic Banking and Customer Satisfaction in Commercial Banks in Kigali, Rwanda

ABSTRACT 

The topic of the study was “Electronic Banking and Customer Satisfaction in Commercial Banks in Kigali, Rwanda”. The purpose of the study was to investigate the relationship between Electronic Banking and Customer Satisfaction in Commercial Banks in Kigali, Rwanda. It was guided by three objectives which are; to determine the level of Electronic Banking in commercial banks in Kigali, Rwanda, to assess the level of Customer Satisfaction in commercial banks in Kigali, Rwanda and to investigate whether there is a relationship between Electronic Banking and Customer Satisfaction in commercial banks in Kigali. The researcher applied descriptive correlational survey design and a sample of 664 was selected using simple random sampling. The results revealed that the level of Electronic Banking in commercial banks in Kigali, Rwanda is high, the level of Customer Satisfaction in commercial banks in Kigali and that there is a positive significant relationship between Electronic Banking and Customer Satisfaction in commercial banks in Kigali. The researcher therefore recommended commercial banks should endeavor to improve on service delivery through electronic banking in order to improve on customer satisfaction.

TABLE OF CONTENTS

DECLARATION A

DECLARATION B ii

DEDICATION iii

ACKNOWLEDGEMENT iv

TABLE OF CONTENTS v

ABSTRACT viii

CHAPTER ONE 1

INTRODUCTION 1

Background 1

Historical Perspective 1

Theoretical Perspective 1

Conceptual perspective 3

Contextual Perspective 5

Statement of the Problem 6

Purpose of the study 6

Research Objectives 6

Research Questions 7

Hypothesis 7

Scope of the study 7

Significance of the study 8

CHAPTER TWO 10

LITERATURE REVIEW

Introduction 10

Theoretical Review io

Theory of Planned Behavior (TPB) 10

Theory of Reasoned Action (TRA)

Applicability ofthe Theories to the Study 12

Conceptual Framework 12

Related Literature 14

Research Gap 22

CHAPTER TIIREE 23

METHODOLOGY 23

Introduction 23

Research design 23

Study Population 23

Sample size 24

Sampling Procedures 24

Research Instruments 24

Validity and Reliability of Instruments 25

Reliability of Instruments 25

Data gathering procedures 25

Data Analysis 26

Ethical Considerations 26

Limitations ofthe Study 27

CHAPTER FOUR 28

DATA PRESENTATION, ANALYSIS AND INTERPRETATION 28

Introduction 28

Level of Electronic Banking in commercial banks in Kigali 28

CHAPTER FIVE 41

FINDINGS, CONCLUSIONS AND RECOMMENDATIONS 41

Introduction 41

Findings 41

Conclusions 43

Recommendations 44

Areas for Further Study 45

References 46

APPENDICES 49

APPENDIX I: TRANSMITTAL LETTER 49

APPENDIX 1B: TRANSMITTAL LETTER FOR THE RESPONDENTS 50

APPENDIX II: CLEARANCE FROM ETHICS COMMITTEE 51

APPENDIX III: INFORMED CONSENT 53

APPENDIX IV: RESEARCH QUESTIONNAIRE 54

APPENDIX V: RESEARCHER’S CURRICULUM VITAE 59