Abstract
Despite banking services in Rwanda have low levels of penetration, it is important for banks to focus on providing quality service to their customers. This is due to the effect it has on customer s ...
Highlights
With globalization and increasing competition, many organisations are putting effort into sustaining and retaining a reliable customer base by delivering service quality and customer satisfaction since these two concepts are central for service organisations
Overall service quality - The services offered by Bank of Kigali (BK) are of high quality
Customer satisfaction I am satisfied about the use of electronic banking services (e.g.: ATM-InternetMobile Banking)
Summary
With globalization and increasing competition, many organisations are putting effort into sustaining and retaining a reliable customer base by delivering service quality and customer satisfaction since these two concepts are central for service organisations. Financial institutions are attempting to increase their customer satisfaction and loyalty through improved service quality [1,2,3,4,5,6,7] They suggest that increasing customer retention can have a substantial impact on profits [8,9,10]. Research conducted by [12] showed that in general, only 14 percent of the active population use banks, 7% use Microfinance Finance Institutions, 26% are informally served and 52% are financially excluded. This low level of penetration of financial services represents potential growth for the banking sector
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