Effect of customer care services delivery on the performance of microfinance institutions in Rwanda. Case study: Umutanguha finance company PLC (2021-2023)

Abstract

The study was about customer care service and performance of banking institutions in Rwanda, the case of Bank of Umutanguha finance company PLC within the period of 2021-2023. Specifically this study assed the effectiveness of customer care services delivery applied by Umutanguha finance company PLC, to assess the performance of Umutanguha finance company PLCwithintheperiodofthisstudyand findouttherelationshipbetweencustomercareservice and performance of Umutanguha finance company PLC. In virtue to the main purpose of this study, researcher designed an appropriate research methodology and used the interview, observation; documentation and sampling and questionnaire techniques to collect and analyze relevant data. On the issues of the effectiveness of customer care services applied by Umutanguha finance company PLC researcher found that all respondents have strongly agreed that Umutanguha finance company PLC always listens carefully to the customers complaints, Umutanguha finance company PLC empathizes and apologizes for the situation, Umutanguha finance company PLC offers and executes a solution to the complaints and Umutanguha finance company PLC conducts follow-up to ensure that customers are satisfied with the solution. All respondents have strongly agreed that Umutanguha finance company PLC always listens carefully to the customer’s complaints. All respondents have strongly agreed that they recommend this bank to other people, they are always speak the good side of this bank, they were proud to say that they use this bank, they recommend other people to use services of this bank and they are always say positive things to this bank. All respondents have strongly agreed that I have never changed this bank since I joined it, I don’t have the intention to quit this bank and I stay in this bank because the interest rate is favorable. The respondents have agreed that I will always use this Bank in every my bank activities/ transactions, I will always say positive things about the bank to other people, I seldom ( occasionally) consider switching away from this bank and I will never change this Bank even I found another bank. The respondents have strongly agreed that they seldom (occasionally) consider switching away from this bank and they will never change this Bank even I found another bank.