ABSTRACT
This research study is on customer satisfaction and financial performance in banking institutions of Kigali. The general objective was to determine the relationship between customer satisfaction (independent variable) and financial performance (dependent variable). The survey research design was used, specifically, the descriptive and correlational techniques. A sample of 120 respondents was derived from a population of 140. Data are presented and analyzed using statistical techniques, specifically, the frequency, percentage, mean, the PEARSON correlation, and the regression analysis. The findings of the study revealed that there was a significant relationship between customer satisfaction and financial performance; with the value of significance of (sign. =0.013) both in Fina Bank and Urwego Opportunity Bank; and the relationship of (r=O.593) in Fna Bank, and (r=0.6) in Urwego Opportunity Bank. This is in the line with the findings of Coldwell (2001) whose findings revealed that: 1) A Totally Satisfied Customer contributes 2.6 times as much revenue to a company as a Somewhat Satisfied Customer. 2) A Totally Satisfied Customer contributes 17 times as much revenue as a Somewhat Dissatisfied Customer. 3) A Totally Dissatisfied Customer decreases revenue at a rate equal to 1.8 times what a Totally Satisfied Customer contributes to a business”. Thus, the researcher concluded that the null hypothesis was rejected. Thus it was recommended that business organizations should always strive to ensure that their customers are very satisfied.
TABLE OF CONTENTS
DECLARATION A
DECLARATION B ii
APPROVAL SHEET IN
DEDICATION iv
ACKNOWLEGEMENT v
ABSTRACT vi
TABLE OF CONTENTS vii
LIST OF TABLES ix
Chapter Page
ONE THE PROBLEM AND ITS SCOPE 1
Background of the Study 1
Statement of the Problem 2
Purpose of the study 3
Research Objectives 3
Research Questions 4
Research hypothesis 4
Scope of the study 4
Significance of the study 5
Operational Definitions of Key Terms 5
TWO REVIEW OF RELATED LITERATURE 6
Concepts, Opinions, Ideas from Authors! Experts 6
Theoretical Perspectives 12
Related Studies 18
THREE METHODOLOGY 23
Research Design 23
Research Population 23
Sample Size 23
Sampling Procedure 24
Research Instrument 24
Validity and Reliability of the Instrument 24
Data Gathering Procedures 25
Data Analysis 26
Ethical Considerations 26
Limitations of the study 27
FOUR PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA 28
FINDINGS, CONCLUSION AND RECOMMENDATIONS 36
FINDINGS 36
CONCLUSION 38
RECOMMENDATIONS 39
References 40
APPENDICES 43
APPENDIX I TRANSMITTAL LETTER 43
APPENDIX II AUTHORIZATION TO CARRY OUT RESEARCH AT
FINA BANK 44
APPENDIX III AUTHORIZATION TO CARRY OUT RESEARCH AT UOB 45
APPENDIX IV CLEARANCE FROM ETHICS COMMITTEE 46
APPENDIX V INFORMED CONSENT 47
APPENDIX VI RESEARCH INSTRUMENTS 48
APPENDIX VII RESEARCHER’S CURRICULUM VITAE 51
Consults, E. (2022). Customer Satisfaction and Financial Performance in Selected Banking Institutions in Kigali, Rwanda. Afribary. Retrieved from https://tracking.afribary.com/works/customer-satisfaction-and-financial-performance-in-selected-banking-institutions-in-kigali-rwanda
Consults, Education "Customer Satisfaction and Financial Performance in Selected Banking Institutions in Kigali, Rwanda" Afribary. Afribary, 29 Sep. 2022, https://tracking.afribary.com/works/customer-satisfaction-and-financial-performance-in-selected-banking-institutions-in-kigali-rwanda. Accessed 14 Nov. 2024.
Consults, Education . "Customer Satisfaction and Financial Performance in Selected Banking Institutions in Kigali, Rwanda". Afribary, Afribary, 29 Sep. 2022. Web. 14 Nov. 2024. < https://tracking.afribary.com/works/customer-satisfaction-and-financial-performance-in-selected-banking-institutions-in-kigali-rwanda >.
Consults, Education . "Customer Satisfaction and Financial Performance in Selected Banking Institutions in Kigali, Rwanda" Afribary (2022). Accessed November 14, 2024. https://tracking.afribary.com/works/customer-satisfaction-and-financial-performance-in-selected-banking-institutions-in-kigali-rwanda