Human Relations and Organizational Productivity in Rwanda: A Case of Bank of Kigali (BK)

Yves Nshimiyimana and Kengere A. Osiemo
Mount Kenya University
https://orcid.org/0009-0006-1396-4046
Email: yvesnshimi96@gmail.com

Abstract: This article examined the influence of human relations on organizational productivity at Bank of Kigali (BK), Rwanda, with particular attention to quality communication, employee empowerment and conflict management. The study drew on Social Exchange Theory, Organizational Culture Theory and the High-Performance Work Systems perspective. A descriptive design was used with questionnaires and documentary review. The study targeted 121 employees of BK headquarters through a census; 107 usable questionnaires were returned, giving an 88.4% response rate. Data were analysed using descriptive statistics, bivariate associations and multiple regression. The combined regression model yielded R = .892, R² = .796, adjusted R² = .790 and F(3, 103) = 134.166, p < .001. Quality communication (B = .222, β = .261, p < .001), employee empowerment (B = .401, β = .433, p < .001) and conflict management (B = .278, β = .337, p < .001) each had a positive statistically significant association with organizational productivity. Employee empowerment showed the largest adjusted standardized contribution. The study recommends improved staff participation, timely and transparent communication and fair mechanisms for managing disputes. As the research was observational, its results should be understood as statistical associations rather than experimental evidence of causation.