International Journal of Advanced Scientific Research and Management, Volume 5 Issue 10, Oct 2020 www.ijasrm.com ISSN 2455-6378 13 Electronic Banking and Performance of Commercial Banks at I& M bank Rwanda Ltd (formerly BCR), Rwanda Delphine Mushashi 1 , Osiemo Kengere 2 and Dr Ernest Safari 3 1,2 School of Business and Economics, Mount Kenya University, Kigali, Rwanda 3 School of Hospitality Management, Mount Kenya University, Kigali, Rwanda Abstract This study assessed electronic banking on performance of I& M bank in Rwanda. A descriptive and correlational research designs were used. A sample size of 77 was drawn from 350 employees and customers of I&M Bank. Data was collected using questionnaires, interviews and documentary review. Results show that 16% felt on automated teller machines, 22% for mobile banking, 13% for money transfers, 26% for access to account and 23% for credit card. Findings show that 78% testified the bank development. Results revealed that 46% said the bank had the large number of customers, 44% are satisfies with services and 10% said I&M Bank has enough and convenient facilities. Results on the relationship between electronic banking and performance demonstrated significant correlations between Automated Teller Machines and institutional reputation (r=.215*, p=.048), number of customers (.512*, p= 0.036) and service delivery (r=.546*, p=.023). Insignificant correlation was between Automated Teller Machines and competitiveness (r= .244*, p=.346). Negative correlations were between access to account and institutional reputation (r=.391, p=.120).The research concludes that electronic banking and performance are correlated. The study recommends that all commercial banks should put emphasis on electronic banking to perform well. Keywords: Electronic Banking, Performance, Commercial Bank 1. Introduction Internet banking permits bank clients to access their accounts, so that they may be aware which amount is credited or debited in bank account which in turn help to solve problems whether any. Many factors comprising of competitive cost and customer service are stimulating banks to assess their technology and identify their internet banking practices. Internet banking permits widened customer contact through increased geographical reach and lower cost provision channels. In fact, some banks are doing business exclusively through internet they do not have traditional banking offices and only reach their customers online. I&M Bank Rwanda Ltd (Formerly BCR) introduced e-banking in its operations which mainly include using internet and short message service (SMS) so that customers may be banking away from the bank without the hassle of physically going there. Many banks that delayed to introduce e-banking or have limited features of internet banking have encountered problems in winning customer loyalty thus limited performance since performance of commercial banks are mainly due to the number and loyalty of customers. This therefore means that electronic banking has a proposal on the performance of commercial banks. However, there is need to ascertain the extent of the effects of electronic banking had on the performance of commercial banks in Rwanda. All the above considerations led the researcher to find the effect of electronic banking on the performance of commercial banks with reference to I&M Bank (Rwanda) Ltd - formerly BCR 2. Review of Literature In information driven business climate, firms which did not adopt e-banking are at a competitive disadvantages. The business owners, accountants and other approved workers may access repetitive banking activities like deposits, cleared checks and wired funds quickly through an online banking interface. This ease of review supports ensure the smooth processing of all bank transactions on a daily basis, rather than waiting than for monthly statements. Mistakes or delays may be noted and set