Publications

This study examines the relationship between electronic banking and customer satisfaction atBPR branches in Nyamirambo and Muhima. The research aims to identify the influencersinfluencing electronic banking adoption, evaluate customer satisfaction levels, and establish thecorrelation between usage and customer contentment. The study involved 89 respondents from850 users, using Slovin's method to ensure a representative sample. Demographic insightsrevealed a predominance of male customers aged between 26-30 years, with bachelor's leveleducation. Most respondents had under a year's experience with electronic banking, highlightingits accessibility and ease for transactions. The study found that electronic banking fulfilled themajority of banking needs, leading to increased satisfaction levels among bank clients. However,the research emphasizes the need for increased awareness about mobile banking products dueto lower adoption rates. Recommendations include disseminating information about electronicbanking services, elucidating their functionality, and highlighting their benefits to enhanceadoption rates and maximize customer satisfaction