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Effect of Internet Banking on Service Quality among Commercial Bank Customers: Evidence from Rwanda

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  • Annet Murerwa

    (Masters student, Graduate School. University of Kigali-Rwanda)

  • Thomas K Tarus

    (Lecturer, Graduate School. University of Kigali-Rwanda)

Abstract

With the development of information technology, customers increasingly expect higher services in this information era. Despite the upsurge in internet banking users, the customer acceptance of internet banking has not yet reached the expected levels. The general objective of the study was to examine the effect of internet banking on quality service. The study was guided by Technology Acceptance Model. Explanatory research design was adopted while the study sample size was 149 customers. The study utilized questionnaire as a data collection instrument and analyzed using inferential statistics. The results revealed that internet banking had a positive and significant effect on quality services (β= 0.286, p

Suggested Citation

  • Annet Murerwa & Thomas K Tarus, 2021. "Effect of Internet Banking on Service Quality among Commercial Bank Customers: Evidence from Rwanda," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 5(08), pages 606-609, August.
    • Handle: RePEc:bcp:journl:v:5:y:2021:i:08:p:606-609
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    References listed on IDEAS

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    1. Mohsin Zafar & Aasia Asif & Ahmed Imran Hunjra & H. Mushtaq Ahmad, 2012. "Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan," Information Management and Business Review, AMH International, vol. 4(4), pages 159-167.
    2. Jelena Titko & Natalja Lace & Konstantis Kozlovskis, 2013. "Service quality in banking: developing and testing measurement instrument with Latvian sample data," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 61(2), pages 507-515.
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