Publications

The study titled Enhancing Customer Satisfaction through Online Financial Services inRwanda utilized a questionnaire survey to collect data from a target population of 72,000Sigma Credit and Savings Bank members. The sample size of 99 was determined usingSlovene’s formula. Data were acquired through self-administered questionnaires andpresented via tables and pie charts. The questionnaire design ensured accuratemeasurement, consistency, and reliability of the gathered information. Regarding the firstresearch objective focusing on the benefits of online banking at Zigama Credit and SavingsBank, out of 93 respondents, the study discovered that various factors contributed to theappeal of online banking. Specifically, 10.4% preferred the accessibility and abundance ofsmartphone applications, 7.3% valued money management control, 6% appreciated theconvenience and time-saving aspect, 12.5% checked their account balance, 6.2% utilized fundtransfers, bill payments, and ATM locating services, and 13.5% managed investments throughonline platforms. Additionally, respondents highlighted aspects such as a speedy loanprocess, simplified documentation, low processing fees, competitive interest rates, minimalrepayment charges, transparent feedback, easy disbursement, and access to insurancefacilities as crucial for their satisfaction. The study indicated a direct correlation betweenthe increase in online services (by 75%) and a parallel increase (75.0%) in customersatisfaction. Regression analysis established an equation: Customer Satisfaction = 0.656 +1.134. Online Banking, suggesting that a unit increase in online banking servicescorresponded to a 1.134 increase in customer satisfaction within ZIGAMA CSS.Keywords: Online financial services, Customer satisfaction, Zigama Credit and Savings Bank,Internet banking, Transparency feedback