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
Consults, E. (2022). Electronic Banking and Customer Satisfaction in Commercial Banks in Kigali, Rwanda. Afribary. Retrieved from https://tracking.afribary.com/works/electronic-banking-and-customer-satisfaction-in-commercial-banks-in-kigali-rwanda
Consults, Education "Electronic Banking and Customer Satisfaction in Commercial Banks in Kigali, Rwanda" Afribary. Afribary, 29 Sep. 2022, https://tracking.afribary.com/works/electronic-banking-and-customer-satisfaction-in-commercial-banks-in-kigali-rwanda. Accessed 09 Nov. 2024.
Consults, Education . "Electronic Banking and Customer Satisfaction in Commercial Banks in Kigali, Rwanda". Afribary, Afribary, 29 Sep. 2022. Web. 09 Nov. 2024. < https://tracking.afribary.com/works/electronic-banking-and-customer-satisfaction-in-commercial-banks-in-kigali-rwanda >.
Consults, Education . "Electronic Banking and Customer Satisfaction in Commercial Banks in Kigali, Rwanda" Afribary (2022). Accessed November 09, 2024. https://tracking.afribary.com/works/electronic-banking-and-customer-satisfaction-in-commercial-banks-in-kigali-rwanda