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ISSN: 2167-0234

Journal of Business & Financial Affairs
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Research Article

Service Quality and Customer Satisfaction in Selected Banks in Rwanda

Rubogora Felix*

School of Postgraduate Studies and Research, Masters of Business Administration in Banking and Finance, Kampala International University, Kampala, Uganda

*Corresponding Author:
Rubogora Felix
School of Postgraduate Studies and Research
Masters of Business Administration in Banking and Finance
Kampala International University, Kampala, Uganda
Tel: +972 532060344
E-mail: [email protected]

Received Date: January 31, 2017; Accepted Date: February 22, 2017; Published Date: March 04, 2017

Citation: Felix R (2017) Service Quality and Customer Satisfaction in Selected Banks in Rwanda. J Bus Fin Aff 6: 246. doi: 10.4172/2167-0234.1000246

Copyright: © 2017 Felix R. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.

Abstract

This study was set to determine the relationship between service quality and customer satisfaction in Banque Populaire du Rwanda, Kigali branches. It was based on both descriptive and cross-sectional survey designs. A selfadministered questionnaire was used to collect primary data from 498 customers, using convenient sampling technique. Data were analyzed using SPSS’s frequencies and percentages, means, and Pearson’s Linear Correlation Coefficient. The study was based on five research objectives: (a) to determine the profile of respondents in terms of gender, type of account, educational qualification and banking experience, (b) to determine the level of service quality in BPR, (c) to determine the level of customer satisfaction among BPR customers (d) to determine relationship between service quality and customers’ satisfaction in BPR and (e) to recommend strategies enhance customer satisfaction basing on the study findings. The findings revealed that majority of the respondents were female, over three equators with current type of account, over half of the respondents had no professional education qualification and majority of the respondents had been customers for BPR for relatively a long period of time that is from three years and above. It went ahead to revealed that both the level of service quality and customer satisfaction was at mean ≈3 (high level). The findings from PLCC showed a significant and positive relationship between service quality and customer satisfaction while comparing dimension like customer loyalty with reliability, responsiveness and assurance. On the other hand, comparison based on positive word of mouth with service quality sub-variables like Reliability, Assurance, tangibles, empathy and responsiveness, revealed that there was no significant relationship between the variables. The researcher recommended that if BPR is to improve on service it offers to her customers to ensure their satisfaction, BPR staff should: (a) maintains on error-free records service, (b) handle customer problems in constant manner, (c) be willing to solve customer problems promptly and (d) understand specific needs of individual customers.

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