Banking Services and Customer Satisfaction in Banque Populaire Du Rwanda (BPR) in Nyamasheke District, Western Rwanda

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The purpose of this study was to generate new information from the existing one, to test the null hypothesis, and to establish the relationship between banking services and customer satisfaction and to confirm or deny the banking services theory by Douglas et al. (2008). The study was in BPR-Kibogora Branch Nyamasheke District. Four specific objectives were stated and these were to; determined the profile of the respondents; effectiveness of banking services; level of customer satisfaction and to find out whether there was a significant relationship between the two study variables in BPR. In the literature, different opinions and ideas of scholars and authors were internalized to understanding the study concepts. Descriptive correlation design was used in this study and SLOVEN’s formula was used to determine a sample size of 242 respondents from 615 research populations. Sampling was done by the use of purposive and simple random purposive sampling. Self-administered questionnaires were used as research instrument and validity and reliability of research instruments were done using Content Validity Index and pre-testing. Ethical and logistic considerations of research were also seriously considered in this research. Data was analyzed through statistical techniques such as mean, standard deviations and correlation matrix. Research findings portrayed that the effectiveness of banking services was high in BPR and this was justified by an overall mean value of 2.65. The level of customer satisfaction in BPR was however low at the overall mean value of 2.34. The study also found out that there was a positive significant relationship between the study variables at (r=0.980, R-Squared value 961; Mean Squares 160.066 and F value of 316.884E3 and p~<.0.01). In conclusion, system model theory was affirmed but the null research hypothesis was rejected. The study findings were in agreement with the existing ones. It was recommended that the bank should try to work with its clients and incorporate some of their proposals; and they should also provide training to its staff so as to draw satisfaction from customers.
A Thesis Presented to the College of Higher Degrees and Research Kampala International University Kampala, Uganda in Partial Fulfillment of the Requirements for the Degree of Master of Business Administration (Management)
Banking Services, Customer Satisfaction