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33 customer satisfaction of users the problems

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33customer satisfaction of users. The problems encountered as well as the ways to addressthem were also involved for they also play a role in identifying whether an ATM user issatisfied or unsatisfied of the service provided by the machine. This conceptualframework was adapted from the study of Calayaget al.(2017) and is utilized for it willserve as the justification of one of the research problems and will provide basis fordefining the parameters of the current study.
34Chapter 3METHODS OF RESEARCH AND SOURCES OF DATAThis chapter presents the methods that were used to gather data needed for thecompletion of the research. It includes the research design, scope and limitation, thestatistical treatment, the sampling techniques used, as well as the data gatheringinstrument and procedures.Research DesignThis study is a quantitative research in nature. It aims to gather numerical data andgeneralize it across groups of people to explain a particular phenomenon through polls,questionnaires, or surveys using computational techniques. The goal in conductingquantitative research study is to determine the relationship or difference between onething and another within a population (Labaree, 2009).This is a study which also comprises the qualities of a comparative research.Comparative research, as a research design, aims to identify similarities and differencesbetween variables, in which it seeks to determine if there is a significant differencebetween the various Automated Teller Machines in Camiling, Tarlac.Sampling TechniqueThe researchers mainly used stratified random sampling integrated with Yamane’sformula to determine the respondents that will participate in the study. Stratified random
35sampling is a probability sampling technique wherein the researchers divide the entirepopulation into different subgroups or strata, then randomly selects the final respondentsproportionally from the different strata.The researchers categorized the respondents based on the Automated TellerMachines they use. The different strata are therefore the seven (7) Automated TellerMachines in Camiling namely BDO, BPI, Chinabank, Landbank, Metrobank, PNB andPSBank.Respondents of the StudyThe respondents of this study are the customers of different Automated Teller Machinesin Camiling. These users are the individuals equipped with proper and sufficientknowledge on how their respective Automated Teller Machines operate and respond tocustomers’ needs which helped the researchers extract required data to satisfy theobjectives of the research.Using Yamane’s formula, the number of respondents to make this study effectiveresulted to a total of 398. The number of respondents per different Automated TellerMachines used are equal so that the results of the study are reasonable and fair.

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