DOI: 10.36347/sjebm.2022.v09i01.003

Pages: 14-29

The increase of digitalization enables financial institutions to provide electronic banking services or online banking to access the competitive advantage and dedicate much market share for themselves as it has a crucial role in increasing customers' satisfaction. Therefore, the main objective of the current study was to investigate the effect of electronic banking on customer satisfaction in Rwanda, the case of the Bank of Kigali. The entire target population of this research was 380, 000 populations composed of customers of Bank of Kigali in Rwanda. From there, the sample size was 625 respondents while simple random sampling techniques were used. The study used primary data collection and the researcher utilized a questionnaire. Validity and reliability were adopted in this research because it facilitated to hold high reliability if it can be repeated several times and the outcome is the same. Collected quantitative data were analyzed using computer software Statistical Package for Social Sciences (SPSS) version 23.0 to enable data analysis. To establish the effect of electronic banking on customer satisfaction the correlation coefficient and descriptive statistics were used. To test the linear relationship between predictor variables and outcome variables regression analysis was used. While descriptive statistics was very useful in this research to summarize the data. The researcher finds that the value of P is less than 0.0005 that is P<0.0005. Therefore, the study concluded that the regression model was statistically significant and predict the results from the study variables. On the side of the Model summary as the results exemplified that the R-value indicated some simple correlations between our variables. This demonstrated a higher degree of correlation between the dependent and independent variables from the study. Similarly, the R square proved how the total variation between all the dependent variables and customer satisfaction was in relation. ........