Assessing the Effect of Internet Banking on Customer Satisfaction of Commercial Banks in Bujumbura City, Burundi

Alain Bangirinama (), Dr. Victor Lusala Aliata () and Dr. Patrick Owoche ()

European Journal of Business and Strategic Management, 2025, vol. 10, issue 1, 48 - 56

Abstract: Purpose: The bank sector plays a critical role on the development of the economy in Burundi. The banks provide different services to its customers and internet banking is among the services. This study investigates the effect of internet banking on customer satisfaction in commercial banks in Burundi. Methodology: The study used a correlation design to establish the relationship. The study used correlation research design and it targets 11 commercial banks using internet banking in commercial banks in Bujumbura Burundi. Simple random sampling was used to select 399 customers using internet banking and the sample size was obtained using the Yamane’s formula. Pilot research was done in Bujumbura, Burundi, with 40 clients who used electronic banking at two commercial banks. Cronbach's alpha coefficient was used to assess internal consistency reliability, and all variables looked to have a coefficient greater than 0.7. The researcher subjected the study tool to five experts to determine content validity, and the resulting average value was greater than 0.7. Construct validity was determined by Kaiser-Meyer-Olkin Measure of Sampling Adequacy and it was found to be 81.4% and significant (p = .000). Data was analyzed using descriptive and inferential statistics. Correlation analysis was utilized to determine the direction and intensity of the association between internet banking aspects. Simple linear regression was employed to test the null hypothesis. Findings: The study found a strong positive relationship between the aspects. With simple linear regression, the study found that; there was the influence of internet banking in customer satisfaction in commercial banks in Bujumbura, Burundi. Unique Contribution to Theory, Practice and Policy: Commercial banks to implement effective online banking services. Regularly received customer feedback can also serve as a foundation for improving online banking offerings.

Keywords: Internet Banking; Customer Satisfaction; Commercial Banks (search for similar items in EconPapers)
Date: 2025
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