Contribution of Mobile Banking on Customer Satisfaction in Commercial Banks in Rwanda, Case Study of Banque Popularie du Rwanda Plc, Part of Atlas Mara/ Headquarters (2016- 2020)
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Research Parks Publishing LLC
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The research analysed the “Contribution of Mobile Banking on the Customer Satisfaction in Commercial Banks in Rwanda. Case Study of Banque Popularie du Rwanda Plc. Part of Atlas Mara/ Headquarters (2016- 2020)”. Research hypothesis was H0: Mobile Banking does not contribute to the Customer Satisfaction in Banque Popularie du Rwanda Plc. Part of Atlas Mara/ Headquarters. Specific objectives were: to analyse mobile banking services provided by BPR Plc; to assess the extent to which customers are satisfied of Security, Responsiveness, and Ease of use of mobile banking application by BPR Plc; and to find out the challenges and solutions of mobile banking experienced by customers of BPR Plc. A sample of 100 respondents was selected from a total population of from 92,961 users of Mobile Banking at BPR Plc using Yamane’s formula. Statistical data was collected using a questionnaire and qualitative data was collected through interview. The major findings are the following: (i) Three main categories of mobile banking services provided by BPR Plc are Accounting information (x̄ =3.72); transactions services (x̄ =3.21); and support services (x̄= 2.47). In overall, mobile banking services are accessed at high level (overall x̄ =3.13). (ii) Customers are satisfied of Security, Responsiveness, and Ease of use of mobile banking application at high extent respectively by overall mean values of x̄ =3.50; x̄ =3.13; and x̄ =4.00. (iii) Main challenges of mobile banking with BPR Plc include: inability to apply for loan using mobile banking (x̄ =4.00); weak protection of accounts (x̄ =4.00); limited accepted amount for transfer per day (x̄ =3.29); temporally server failure (x̄ =3.12); and limited number of ATM (x̄ =3.02). In overall, 97% of respondents agreed that mobile banking at PBR Plc increase customer satisfaction. This leads to reject the Null Hypothesis and accept alternative hypothesis. (iv) The research recommends: to encourage all customers shifting to mobile banking; to provide additional options to limit access by simple user name and password; to strengthen security face possible cyber- crimes; to adjust the amount of money to transfer upon demand; to allow access to small loans though Mobile banking; to improve server maintenance to avoid service shortage; to spread agents in main centers to allow access to cash; and to increase ATMs to reduce the queue at bank.
Keywords
Mobile banking, Commercial banks, Customer satisfaction