Abstract

This study examines the relationship between electronic banking and customer satisfaction at
BPR branches in Nyamirambo and Muhima. The research aims to identify the influencers
influencing electronic banking adoption, evaluate customer satisfaction levels, and establish the
correlation between usage and customer contentment. The study involved 89 respondents from
850 users, using Slovin's method to ensure a representative sample. Demographic insights
revealed a predominance of male customers aged between 26-30 years, with bachelor's level
education. Most respondents had under a year's experience with electronic banking, highlighting
its accessibility and ease for transactions. The study found that electronic banking fulfilled the
majority of banking needs, leading to increased satisfaction levels among bank clients. However,
the research emphasizes the need for increased awareness about mobile banking products due
to lower adoption rates. Recommendations include disseminating information about electronic
banking services, elucidating their functionality, and highlighting their benefits to enhance
adoption rates and maximize customer satisfaction