Electronic Banking Services and Customer Queuing Time in Selected Commercial Banks in Kigali City, Rwanda

ABSTRACT 

This study established the relationship between electronic banking services and customer queuing time in some selected commercial banks in Kigali City, Rwanda. In fulfilling the purpose of the study, some specific objectives were set and these included: to find out the profile of the respondents; to determine the extent of effectiveness of electronic banking services; to determine the level of customer queuing time; and lastly, to establish the relationship between effectiveness in electronic banking services and customer queuing time. Descriptive correlation design was used in this study and Sloven’s formula was used to determine a sample size of 272 respondents from 852 total research populations and the sampling was done by the use of systematic random sampling and purposive sampling. Self administered questionnaire were used as research instrument and validity and reliability of research instruments was done using Content Validity Index and pre testing. Ethical and logistic considerations of research were also seriously considered in this research. Both qualitative and quantitatively data analysis were employed using statistical techniques such as mean, standard deviations and correlation matrix. Study findings reveal that the level of electronic banking services was high in the selected commercial banks in Kigali city, Rwanda and; this was justified by an overall mean value of 2.65. The level of customer queuing time in this case, was also noted to be high at the overall mean value of 2.76. The study also found out that there was a positive significant relationship between the study variables at (r=O.877, R-Squared value 850; Mean Squares 108.994 and F value of 5316.843 and p

TABLE OF CONTENTS

PRELIMINARIES PAGE

DECLARATION A

DECLARATION B ii

APPROVAL SHEET iii

DEDICATION iv

ACKNOWLEDGEMENT v

LIST OF ACRONYMS AND ABBREVIATION vi

TABLE OF CONTENTS ix

LIST OF TABLES xi

LIST OF FIGURES xii

ABSTRACT xiii

CHAPTER PAGE

ONE THE PROBLEM AND ITSSCOPE 1

Background of the study 1

Statement of the problem 3

Purpose of the study 3

Research objectives 4

Research questions 4

Null Hypothesis 5

Scope of the study 5

Significance of study 6

Operational definitions of key terms 7

TWO REVIEW OF RELATED LITERATURE 9

Concepts, Opinions, Ideas from Authors / Experts 9

Theoretical perspectives 41

Related studies 46

Research Gap 50

THREE METHODOLOGY 53

Research design 53

Research population 53

Sample Size 53

Sampling Procedures 54

Research instruments 54

Validity and Reliability of the Instruments 53

Data gathering procedures 57

Ethical Considerations 59

Limitations of the Study 59

FOUR PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA 61

FIVE SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS 74

Summary of Findings 74

Conclusions 76

Recommendations 76

REFERENCES 79

APPENDICES 89

APPENDIX 1: Transmittal Letter 89

APPENDIX 2: Authorization Letters 90

APPENDIX 3: Clearance From Ethics Committee 92

APPENDIX 4: Informed Consent 93

APPENDIX 5: Research Instrument 94

APPENDIX 6: RESEARCHER’S Curriculum Vitae (CV) 99