EFFECTS OF ELECTRONIC BANKING SERVICES TO THE FINANCIAL PERFORMANCE OF COMMERCIAL BANKS. A CASE OF STUDY: BANK OF KIGALI PLC (2019- 2022)

Abstract

The topic under this study is made of “to assess the effect of electronic banking services to the performance of commercial banks in Rwanda. with the following objectives; 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. Various methods like random sampling method and purposive sampling technique were used in gathering information related to this. Thus in our research the sample was 84 customers which have provided information needed for our research of electronic banking and 12 staff are able to know financial issues in Bank of Kigali PLC, Looking at results presented in the table 4.7 it revealed that 66.3% of the total respondents strongly agreed that Bank of Kigali PLC applied E- banking through internet banking and 33.7% agreed with this. These findings align with the results showed that the impact of ICT adoption on the profitability of the banking sector refers primarily to time reductions and improvements in quality rather than cost reductionsThe table 4.21 shows that from 2019 up to 2022, the ratios of Return on Equity are as follow: 16.90%, 14.86%; 18.16% and 18.72% respectively. This means that, in 2019; for the 100Rwf investors have invested in bank, they generated in 16.90Rwf of benefit, in 2020 for the 100Rwf investors have invested in bank, they generated in 14.86Rwfof benefit, and in 2021 for the 100Rwf investors have invested in bank, they generated in 18.16Rwf of benefit and in 2022 for100Rwf investors have invested in bank, they generated in 18.72Rwf of benefit. It presents the R value which is the measure of association between the dependent and the independent variables, the R Square which is the coefficient of determination measuring the extent at which the independent variables influence the dependent variable as well as the Adjusted R Square which measures the reliability of the regression results. After examining the influence of Electronic banking services and performance of bank of Kigali PLC we conclude saying that Electronic banking services have a positive impact of performance of bank of Kigali PLC Based on the information obtained and the analysis of the results the following recommendations are of great importance: The Bank of Kigali PLC should keep on upgrading their E-banking technology in order to have an up to date system for effective service delivery