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

Annet Murerwa and Thomas K Tarus
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Annet Murerwa: Masters student, Graduate School. University of Kigali-Rwanda
Thomas K Tarus: Lecturer, Graduate School. University of Kigali-Rwanda

International Journal of Research and Innovation in Social Science, 2021, vol. 05, issue 08, 606-609

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

Date: 2021
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