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NASARAWA STATE UNIVERSITY, KEFFI, NASARAWA STATE-NIGERIA
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Digital financial services have a profound contribution to quality service delivery in Rwandan co... more Digital financial services have a profound contribution to quality service delivery in Rwandan commercial banks. Using the survey research design, the study examines commercial bank user’s perceptions of digital financial services, and quality service delivery in aspects like the Automated Teller Machine, telephone banking, internet banking, retail service and points of sale. The study equally analyzes the reliability of services, responsiveness, assurance of services, customer loyalty and the tangibility of services. The main objective for this research was to analyze the contribution of digital financial services to quality service delivery in Rwanda Commercial Bank, and to this end, research questions were generated to establish the respondents’ characteristics, what their perceptions are on digital financial services as well as the quality of service delivery in Rwandan commercial banks. The population of this study comprised 21,072 customers from four branches of Bank of Kigali...
Digital financial services have a profound contribution to quality service delivery in Rwandan co... more Digital financial services have a profound contribution to quality service delivery in Rwandan commercial banks. Using the survey research design, the study examines commercial bank user’s perceptions of digital financial services, and quality service delivery in aspects like the Automated Teller Machine, telephone banking, internet banking, retail service and points of sale. The study equally analyzes the reliability of services, responsiveness, assurance of services, customer loyalty and the tangibility of services. The main objective for this research was to analyze the contribution of digital financial services to quality service delivery in Rwanda Commercial Bank, and to this end, research questions were generated to establish the respondents’ characteristics, what their perceptions are on digital financial services as well as the quality of service delivery in Rwandan commercial banks. The population of this study comprised 21,072 customers from four branches of Bank of Kigali...