Effect of mobile technology services on customer satisfaction in Banking sector of Rwanda: A case study of equity bank of Rwanda Ltd

Abstract

This research entitled, effects of mobile Technology services on customer‟s satisfaction of banking sector in Rwanda, mobile technology as the use of information and communication in banks helps customers using their facilities without any need for physical presence in banks. The problem statement is about resistance to change of customers. The study was guided by the objectives which are, to examine the effect mobile technology on customer satisfaction in equity bank Rwanda limited, to assess the effect of ATM on customer satisfaction in equity bank Rwanda limited, to establish the agency banking on customer satisfaction in Equity Bank Rwanda. The researcher applied descriptive analysis using the fact that a descriptive research design is used to describe the data and characteristic about what is being studied. The sample after using Slovene‟s formula comprises of 90 respondents from 117 potential respondents. To make this research successful, the data collected included both primary and secondary data. The primary data obtained by the use of questionnaires while the secondary data obtained from the documented materials. For data analysis SPSS (Statistical Package for Social Sciences), version 16 was used. As the analysis method, the researcher used descriptive statistics (frequencies, tables and percentages). The findings show that ATM contribute on customer satisfaction in equity bank -Rwanda limited has average mean is 1.8333 which is moderate and needs to be improved, The findings show that agency banking affect customer satisfaction in Equity Bank-Rwanda has average mean is 1.9527 which is moderate and needs to be improved. The researcher concluded by saying that there is insufficient in offering guidelines to the customer on how to use mobile technology through trainings; Equity Bank doesn‟t take too seriously the customer service unit, and this can help in managing the systems‟ capacity and in turn address the problem of transaction delays and improve customer service. The researcher recommended by saying that Mobile banking operators should train the customers about the usage of mobile technology.