ANALYZING THE CONTRIBUTION OF BANK AGENTS AND ACCESSIBILITY OF FINANCIAL SERVICES IN RWANDA A CASE STUDY OF EQUITY BANK PLC, CITY OF KIGALI By PERIOD (2020 -2024)

Abstract

This study, titled "Analyzing the Contribution of Bank Agents and Accessibility of Financial Services in Rwanda: A Case Study of Equity Bank Plc in the City of Kigali," examines the role of agent banking in expanding financial service accessibility and enhancing service delivery. The research employs a descriptive design with a sample size of 138 respondents selected through simple random sampling. Data collection was conducted via questionnaires, interviews, and documentation, and analyzed using historical, comparative synthesis, and statistical methods. The findings reveal that Equity Bank's agent banking services significantly broadened access to financial services, provided diverse offerings, reduced service delivery time, and enhanced customer satisfaction. The study confirmed two hypotheses: H1 - Bank agents are effectively applied in Rwanda, increasing accessibility for underserved populations as the study shows that agents banks broaden access to financial services as 100% of the respondents either strongly agree or agree, and H2 - Agent banking enhances the effectiveness of financial service delivery through reduced costs, increased inclusion, and improved convenience as the study shows that 30.4% of the respondents strongly agreed and 69.6% agreed that agent banking reduces costs as well as the 100% of the respondents either strongly agree or agree that agent banking increases customer satisfaction and reducing service delivery. The study recommends that Equity banks should expand the agent network, enhance agent training and improving feedback management