The study aimed to determine the effect of agency banking services on the operational performance of commercial banks in Rwanda, specifically Bank of Kigali Plc. Using a sample of 70 respondents involved in agency banking services, data was collected via questionnaires and analysed using descriptive and correlational research designs. The findings revealed that the number of agents, cash deposits, cash withdrawals, bill payment transactions and online payment transactions all have a statistically significant effect on operational performance. Therefore, the study concluded that agency banking services significantly affect the operational performance of Bank of Kigali Plc. This research contributes to understanding the role of agency banking services in enhancing the operational performance of commercial banks.
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Innocent Nsabimana (2024) studied this question.
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