Adele Berndt

Service Quality and Customer Satisfaction among Bank Clients in Rwanda

Philippe Ndikubwimana & Adele Berndt · Journal of Economics, Management and Trade · 2016

Despite banking services in Rwanda have low levels of penetration, it is important for banks to focus on providing quality service to their customers. This is due to the effect it has on customer satisfaction and consequently on customer retention. The purpose of the research is...