Electronic banking services and customer queuing time in selected commercial banks in Kigali city, Rwanda

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Kampala international University college of economics and management
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. Selfadministered 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<.0.01). In conclusion, system model theory was affirmed; null research hypothesis was also rejected. The study findings were in agreement with the existing ones. It was recommended that customers need to be sensitized and educated on how to make transfers using online banking services; on how to track their transactions without going to bank; and on how to download account information to a personal finance software program; the commercial banks should also try to introduce WAP banking; electronic wallet to record financial sum; and introduction of payment cards to perform non-cash payments or cash withdrawal should also be put in place so as to ensure high level of customer queuing time.
A thesis presented to the College of higher degree and research Kampala International University Kampala, Uganda in partial fulfillment of the requirements for the degree Master of Business Administration
Electronic banking services, Customer queuing, Commercial banks, Kigali