EFFECT OF ELECTRONIC BANKING SERVICES TO THE PERFORMANCE OF FINANCIAL INSTITUTIONS IN RWANDA A CASE STUDY BANK OF KIGALI PLC PERIOD: 2019-2022

Abstract

The study was to The general objective of the study was to assess the contribution of electronic banking services to the financial performance of financial institutions. The specific objectives of the study were . to assess the effectiveness of electronic banking services provided by Bank of Kigali plc. To determine the contribution of electronic banking services to performance of Bank of Kigali Plc; The study population included the 50 employees of BK. The sample of 44 participants have been investigated using questionnaires and interviews. The Purposive sampling techniques have been adopted . Based to The table 4.7 shows the perceptions of respondents on roles of E -banking in bank of Kigali and there responses were as follows. Presentation shows all the respondents (100%) agreed that electronic banking is used for depositing of cash and check in the bank. This implies than the clients use electronic banking for payment of cash AMT machine, telephone banking, pay direct and visa or debit card transfer. BK PLC got a lot of return in the period under the study; the study showed that the return on assets was in 2019 the ROA was 3.6% , 2.9% in 2020 , 3.2% in 2021 and 3.2% in 2022 This means that for 100 Rwf invested in assets in BK PLC has generated in 2019 was 3.6 Rwf as profit , 2.9 Rwf as profit in 2020 , 3.2 Rwf as profit in 2021 and 3.2 Rwf as profit in 2022 . On the role of electronic banking services on return on asset ratio indicated that BK PLC/main branch has participated in providing quality services such as ATM banking service to its customers which are available and of good quality and the relationship between banking system and customer services showed a positive strong relationship of return on asset ratio in BK PLC/main branch.