Effect of service quality on customer satisfaction in Rwandan commercial banks the case of bank of Kigali ltd, Rubavu

Abstract

The aim of the research is to analyze the effect of service quality on customers’ satisfaction in Rwandan commercials banks, a case study of Bank of Kigali Limited, Rubavu District. The three branches understudy was Gisenyi Branch, Rubavu Town Branch and Mahoko Branch. In conducting the research a convenience sampling technique/procedure was adopted to select the sample size from which data was obtained. Questionnaires and interviews were used to gather data on the activities of Bank of Kigali Limited on service delivery. The data gathered were coded, analyzed with the necessary conclusions, recommendations and suggestions for future research presented. The study revealed that, Bank of Kigali Limited provides satisfactory banking services to its retail, SME and corporate customers. Recommendations have been made to address and enhance service delivery in order to achieve and even exceed customers’ expectations on services delivery. Suggestion for future researches are hereby called upon to be conducted in measuring service quality delivery by the bank of Kigali limited at Country level, and to ascertain the extent of service quality delivery among others commercial banks in Rwanda