CONTRIBUTION OF DIGITAL BANKING AND MOBILE PLATFORMS ON MFIS RELATIONSHIP WITH THE CUSTOMERS IN RWANDA. (CASE STUDY OF GOSHEN FINANCE PLC MUSANZE BRANCH)

This study assessed the contribution of digital banking and mobile platforms on MFIs relationship with customers Goshen finance PLC in Musanze district. It had following objectives: To determine influence Automated Teller Machine services customers, to assess online service evaluate effect level satisfaction Finance relation during COVID-19 pandemic PLC. was designed as qualitative, data were collected by using questionnaire. Information gathered from 373 respondents among staffs clients branched at district analyzed SPSS software get relevant information. After analyzing field computing them, findings revealed following: that 100% agree ATM increase number life improved through services, agreed it competition , 85.2% respondent reported reduce human intervention, 83.5% result helps productivity, while 71.5% accelerate economic growth. The strongly that, all items have seen highest percentage because client can use for checking balance, deposit withdraw money called push pull this transport costs time saving clients, results showed 45% 36% poverty reduction occur cost eliminated other activities benefiting jobs or work direct indirect employment opportunities. Revealed 43.2% 34.2 MFI expanded due banking. implied which is well managed may contribute positively customers. Also, play roles percentage, 81% 19% crucial important role saving. And 93% satisfied evidenced there significant between Therefore, customer’s depending improvement. Keywords: Services, Online Banking Mobile Satisfaction Levels, PLC, Micro Institutions CITATION: Ntirenganya J. P., & Twesigye, D. (2022). Contribution MFIS Rwanda. (Case Branch). Strategic Journal Business Change Management, 9 (4), 1651 – 1663.