Electronic banking services and customer queuing time in selected commercial banks in Kigali city, Rwanda
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Date
2012-08
Authors
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Journal ISSN
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Publisher
Kampala international University college of economics and management
Abstract
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.
Description
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
Keywords
Electronic banking services, Customer queuing, Commercial banks, Kigali