Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Journal of Indonesian Management
Emmanuel Niyotwizeye
Univasitas Muhammadiyah Kendari (UMK)
Humanities Decision Sciences, Operations Research & Management Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Analysis Of Digital Services in Improving The Financial Performance Of Bank Of Kigali, 2021–2024 Emmanuel Niyotwizeye
Journal of Indonesian Management Vol. 5 No. 3 (2025): September
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/jim.v5i3.2957

Abstract

This study investigates how digital services influence the financial performance of the Bank of Kigali between 2021 and 2024. A quantitative research design was applied using structural equation modeling with partial least squares (SEM-PLS) to examine the relationship between usability and accessibility, transaction functionality, security and trust, financial impact and loyalty, and customer satisfaction. Data were obtained from 366 active users of the bank’s mobile, internet, and agency banking platforms. The results show that transaction functionality is the strongest predictor of customer satisfaction (β = 0.547, p < 0.001), followed by security and trust (β = 0.225, p < 0.001), and financial impact and loyalty (β = 0.134, p = 0.046), while usability and accessibility was not significant (β = 0.026, p = 0.754). The model explained 59.8% of the variance in customer satisfaction. These findings demonstrate that effective and secure transactions, along with perceived financial benefits, play a central role in enhancing customer satisfaction, which subsequently drives financial outcomes. The study concludes that banks should prioritize investments in transaction efficiency and strong security systems while also addressing inclusivity to sustain competitiveness and long-term profitability.
Co-Authors