Service Quality and Customer Satisfaction in Selected Banks in Rwanda

Abstract

system with which customers were never happy. However, even if it moved to computerized and networked system, still it has faced a number of challenges due to experienced competitors in the industry that were tapping at the door at that time. Among issues that are facing BPR, there are: (1) long queuing lines ahead of BPR tellers; (2) it takes days to get transfers matured (e.g., salaries, etc., from other banks) deposited on customers' accounts, consequently many customers' complaints; (3) Some branches are still using bank books; means money can only be withdrawn by the account owner, yet the practice of using cheques and ATM is only for few branches. On the other hand, more eforts have been put in place. Along with them we can enumerate: (1) BPR system has been networked where identiication of account's owner can be viewed by any branch staf that has the right. he result is that customers can withdraw cash wherever there is BPR teller. (2) Adverts and awareness mechanisms have been multiplied to disclose about new products and services introduced including ATM service. (3) he convenience issue has been minimized by increasing the number of outlets and sub-branches to facilitate