The correlation between Zigama Credit and Savings Bank's (CSS) online financial services and customer satisfaction

The study titled Enhancing Customer Satisfaction through Online Financial Services in Rwanda utilized a questionnaire survey to collect data from a target population of 72,000 Sigma Credit and Savings Bank members. The sample size of 99 was determined using Slovene’s formula. Data were acquired through self-administered questionnaires and presented via tables and pie charts. The questionnaire design ensured accurate measurement, consistency, and reliability of the gathered information. Regarding the first research objective focusing on the benefits of online banking at Zigama Credit and Savings Bank, out of 93 respondents, the study discovered that various factors contributed to the appeal of online banking. Specifically, 10.4% preferred the accessibility and abundance of smartphone applications, 7.3% valued money management control, 6% appreciated the convenience and time-saving aspect, 12.5% checked their account balance, 6.2% utilized fund transfers, bill payments, and ATM locating services, and 13.5% managed investments through online platforms. Additionally, respondents highlighted aspects such as a speedy loan process, simplified documentation, low processing fees, competitive interest rates, minimal repayment charges, transparent feedback, easy disbursement, and access to insurance facilities as crucial for their satisfaction. The study indicated a direct correlation between the increase in online services (by 75%) and a parallel increase (75.0%) in customer satisfaction. Regression analysis established an equation: Customer Satisfaction = 0.656 + 1.134. Online Banking, suggesting that a unit increase in online banking services corresponded to a 1.134 increase in customer satisfaction within ZIGAMA CSS. Keywords: Online financial services, Customer satisfaction, Zigama Credit and Savings Bank, Internet banking, Transparency feedback.