THE EFFECTIVENESS OF QUALITY SERVICE DELIVERY AND CUSTOMER SATISFACTION IN COMMERCIAL BANK IN RWANDA. A CASE OF EQUITY BANK RUBAVU BRANCH

Abstract

The observe subject matter turned into the effectiveness of quality service delivery to customer satisfaction in commercial bank in Rwanda a case of Equity Bank Rubavu. The objective of the study were to assess the contribution of service quality dimension to customer satisfaction in Equity Bank Rubavu. to identify the Challenges facing Equity bank Rubavu to provide service quality to its customer and the strategies to improve service delivery and customer satisfaction in Equity Bank Rubavu. Literature review become guided by using research targets. The research layout become descriptive. the full populace had been 3500 but the examine settled for 346 as sample size the usage of the Krejcie and Morgan table of 1970. tools for gathering information have been questionnaires. information changed into analyzed the usage of tables, frequencies and chances. Findings were in keeping with targets, goal one was searching at the effectiveness of service first-class size to customer pleasure in equity financial institution Rubavu and the observe find out that reliability, responsiveness and empathy are the provider high-quality measurement which make contributions a lot to consumer satisfaction in Equity financial institution Rubavu, objective become searching on the challenges dealing with Equity bank Rubavu to offer provider best to its patron and these protected bad communique, Failure include using social media in addition to Failure to completely embrace era in handing over best offerings and objective 3 changed into searching on the techniques to improve service transport and customer satisfaction in Equity financial institution Rubavu and these techniques included employee development, putting powerful complaint management device and effective use of technology for enhancing carrier shipping. The observe concluded that reliability, responsiveness and empathy of equity financial institution Rubavu in presenting offerings to its clients is a key contributor to client pride. moreover there's high expectations from clients for the reason that while fairness bank promise to do something by using a sure time, they accomplish that. in addition it could be concluded that fairness bank Rubavu financial institution will display a sincere hobby in solving it, will carry out the service proper the primary time and that banks will insist on mistakes free records. The take a look at recommends that, the want for Equity financial institution Rubavu to usually ensure that they continue to be reliable to their customers if certainly they want to stay competitive in the marketplace in addition to innovate new methods of enhancing the manner they reply to purchaser wishes on the way to avoid service breakdowns and Equity financial institution Rubavu want to do not forget empathy as one of the sturdy factors in improving consumer satisfaction