Chapter 3

PRESENTATION, ANALYSIS AND INTERPRETION OF DATA

This chapter discusses the interpretation and analysis

from the data gathered that are presented. The first

section shows the results gathered in using LANDBANK ATMs

about the level of customer satisfaction in terms of ease

of use, accessibility, security, and ergonomic design. The

second section shows the results gathered in using BDO ATMs

about the level of customer satisfaction in terms of ease

of use, accessibility, security, and ergonomic design. The

third section shows the significant difference of BDO and

LANDBANK in customer satisfaction. Those data obtained

through questionnaires were presented in tables and

analyzed by frequency and percentages. The researchers used

tables to present the data collected from surveys which is

used for the comparative study between BDO and LANDBANK.

Microsoft excel was used to examine the significant

differences that exist among the means of the respondents

of BDO and LANDBANK regarding factors that affect customer

satisfaction. Mean score of each bank and total score of

the banks are also used for the analysis. Data are obtained
through floating or answering the questionnaires and

documents were tallied and presented.

Level of Customer Satisfaction of LANDBANK in using the ATM

In this section the first problem of the statement is

answered that is: What is the level of customer

satisfaction of LANDBANK in using the ATM machine in terms

of ease of use, accessibility, security, and ergonomic

design. The following tables show the results and findings

of the said question.

Indicator Mean Qualitative Description

Ease of use 2.40 Moderately Effective
Accessibility 2.61 Moderately Effective
Security 2.47 Moderately Effective
Ergonomics Design 2.49 Moderately Effective
Overall Weighted Mean 2.53 Moderately Effective

The table indicates the result of the data gathered

from the respondents in the level of customer satisfaction

in using LANDBANK ATM in terms of ease of use,

accessibility, security and ergonomics design.

Accessibility have the highest rank with a weighted mean of

2.61. Followed by the ergonomics design by 2.49 then ease

of use with a weighted mean of 2.40. The lowest is security

with a mean of 2.47. The overall weighted mean of the

customer satisfaction in using LANDBANK ATM is moderately

effective as perceived by the customers.

Level of Customer Satisfaction of BDO in using the ATM

In this second section the second problem of the

statement is answered that is: What is the level of

customer satisfaction of BDO in using the ATM machine in

terms of ease of use, accessibility, security, and

ergonomic design. The result and findings were shown in the

table below.

Indicator Mean Qualitative Description

Ease of use 2.56 Moderately Effective
Accessibility 2.36 Moderately Effective
Security 2.62 Moderately Effective
Ergonomic Design 2.72 Moderately Effective
Overall Weighted Mean 2.57 Moderately Effective

The table shows the results of gathered response of

respondents with the level of customer satisfaction in

using ATM’s of BDO with the listed terms. Ergonomic design

is the highest with 2.72 weighted mean, followed by

security of 2.62 then ease of use with 2.56 weighted mean.

The lowest weighted mean is accessibility with 2.36

weighted mean. The table presents that the level of using

BDO ATM is moderately effective with an overall weighted

mean of 2.57

Difference of Customer Satisfaction in BDO and LANDBANK

LANDBANK BDO
Indicator Mean Indicator Mean
Ease of use 2.56 Ease of use 2.40
Accessibility 2.36 Accessibility 2.61
Security 2.62 Security 2.47
Ergonomic 2.72 Ergonomics 2.49
Design Design
Overall 2.57 Overall 2.53
Weighted Mean Weighted Mean

The table shown above provided the result of both

chosen banks. Both banks have the same result of moderately

effective in their overall weighted mean. In the listed

terms of level of customer satisfaction LANDBANK has higher

result in ease of use with a mean of 2.56 compared to 2.40

of BDO. In the other hand, BDO have higher result in

accessibility with a mean of 2.61 compared with 2.36 of

LANDBANK. In terms of security LANDBANK is higher with 0.15

from 2.62 and 2.47 of LANDBANK and BDO respectively. Lastly

is the ergonomics design where LANDBANK is higher of a 0.19

weighted mean from the 2.53 of BDO. BDO and LANDBANK have

0.04 difference with 2.57 and 2.53 weighted mean of

LANDBANK and BDO respectively, both are moderately

effective.