Mergers & acquisitions of banking institutions and customer satisfaction in rwanda: a case of kcb rwanda & bpr

HIGHLIGHTS

• What: The utmost focus of this research was to examine the effect of merger and acquisition in terms of service quality perceived by customers before and after the 2021 merger and acquisition exercise of KCB Rwanda and BPR. The survey design helped to investigate and describe the attributes and categories of customers of the merged banks. The study identified four factors for successful M and amp;A which are merger and acquisitions motivations, pre-merger success strategies, post-M and amp;A strategies and customer focused management. This general positive remark also responds to the general essence . . .
  

   

  

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