Sonia's Project-1-4

CERTIFICATION
This is to certify that this project titled “Investigating the effect of leadership styles
on employees performance in some selected SMES in North West and Litoral
regions of Cameroon” is presented by SONIA MANKAH FOBUZIE (18C0433)
in the Department of Management and Entrepreneurship, Higher Institute of
Commerce and Management of the University of Bamenda under the supervision
and guidance of;
SUPERVISOR
MR. LAISON INNOCENT
Signature…………………….
Date………………………….
HEAD OF DEPARTMENT
MR. LAISON INNOCENT
Signature………………………….
Date………………………….
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DECLARATION
I hereby declare that this project entitled “The effect of ATM services on
customers satisfaction” is with my efforts and all those who have contributed in
one way or the other are acknowledged below and to the best of my knowledge,
this work or part of it has not been presented anywhere for the award of any
certificate.
SONIA MANKAH FOBUZIE
Signature……………………….. Date……………………..
MR. LAISON INNOCENT
Signature……………………….. Date……………………….
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DEDICATION
I dedicate this piece of work to my families.
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ACKNOWLEDGEMENTS
I express a sincere and deeply felt gratitude to our supervisor MR. LAISON
INNOCENT who guided my effort tirelessly and stimulated our inspiration
throughout the study. I equally appreciate the contribution from MR. KIFEN
FRANKLINE, who went through the work, making great contribution.
Completing this research study would not have been possible without the
support of my parents.
Above all I indispensable acknowledge the Lord God almighty for bestowing upon
me , good health, grace, strength and wisdom which enables me to go through this
work successfully.
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ABSTRACT
Globally, Automatic Teller Machines (ATM) have been adopted and are still being
adopted by banks. They offer considerable benefits to both banks and their
depositors. The main purpose of this study was to investigate the effect of ATM
services on the satisfaction of customers. To archive this objectives; the descriptive
research designs was used, data was collected through questionnaires. The
researchers administer questionnaires to 50 customers using the convenient
sampling technique. The research data collected through questionnaires was
analysed quantitatively through percentages, means and standard and presented by
the used of tables and graph where necessary which helped in understanding the
project. In order to test this hypothesis, the person product moment correlation was
used with aid of a software package SPSS version 20 and excels 2007. Findings
reveals that the factors that favor the use of ATM service by customers of NFC are
Nearness, Cost of ATM service, Prestige, Conveniences, simple and easy to use
and round clock facility. Findings on the usage behavior of the respondents in
regard to the used of ATM services to reveals that customers feel confident when
using e-banking methods to access money. They feel safe using ATM services than
carrying money around thus it can be concluded that there is a positive and
significant relationship between ATM services and customers satisfaction level. It
was then recommended than banks should focus on important aspects of user’s
friendliness, good customer’s relationship. ATM functionality and availability of
transaction receipts, security and privacy as well as frequent monitoring and
maintenance of ATM machine so as to keep the consumption of the service alive.
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CHAPTER ONE
INTRODUCIION
1.1 Background to the Study
The contemporary world is faced by a rapid development in technology such
advancement (ICT) has introduced a number of new systems in all the aspect of
lite and the economy in general. In recent times electronic banking has been
adopted in various commercial activities, advancing services such as sell and
purchase of items through the use of Internet systems. Despite the risks associated
with this technology, market economy, and the need to make the world a one
village has necessitated commercial and financial institutions adopting electronic
banking to link banking activities or affairs more easily than it was in the past. This
is to say with electronic banking it is even easier for a holding bank to control its
subsidiary bank allocated at a distant as a result of technologica1 improvement.
Wisdom, (2012).
Customer satisfaction is a long-term strategy. It is difficult to
fundamentally alter perceptions of product quality over a short time horizon. So
it’s difficult to quickly cultivate a quickly cultivate a reputation for superior
customer service. Consequently customer satisfaction is as competitive advantage
that is sustainable over the long term (Schnaars, 1991). Engel & Blackwell (1982)
defined satisfaction as an evaluation that the chosen alternative is consistent with
prior beliefs with respect to that option. Satisfaction implies a conscious and
deliberate evaluation of outcome (Engel & Blackwell 1982). Service quality is
desirable for generating customer satisfaction and service quality is associated to
customer observation and customer outlook. Oliver (1997) argues that service
quality can be described as the result from customer comparisons between their
expectations about the services they wil1 use and their perceptions about the
service company. That means that if the perceptions would be higher than the
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expectations the service will be considered excellent, if the expectations equal the
perceptions the service is considered good and if the expectations are not met the
service will be considered bad.
Technological changes are causing banks to rethink their strategies for
services offered to both commercial and individual customers (unpublished
documents). Moreover, banks that excel in quality service can have a distinct
marketing edge since improved levels of service quality are related to higher
revenues, increased cross-sell ratios, higher customer retention (Bennett and
Higgins, 1988), and expanded market share (Bowen and Hedges, 1993). Therefore,
banks should focus on service quality as a core competitive strategy (Chaoprasert
and EIsey. 2004).
Technological innovations such as those available in ATMs applications
are taking place at an overwhelmingly fast pace in the global banking industry.
Banking started by a few individuals who were actually money lenders with an aim
of lending money at interest (Kariuki, 2005). Massive, rapid, technological
innovations (Norton. 1995) are replacing the traditional branch teller. With greater
competition brought by deregulation g1obalization and widespreadmergesand
acquisitions taking place in the banking sector, more branches are being closed
down and replaced by self-serviced banking (SSB) facilities like the ATMs as part
of a larger rationalization exercise.
ATMs were introduced first to function as cash dispensing machines.
However due to advancements in technology, ATMs are able to provide a wide
range of services such as making deposits, funds transfer between two or amore
accounts and bill payments. Banks tend to utilize this electronic banking device, as
all others for competitive advantage. ATMS also save customer time in service
delivery as alternative to queuing in bank halls; customers can invest such
timesaver into other productive activities. ATMS are a cost efficient way of
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yielding higher Productivity as they achieve higher productivity per period of time
than human tellers (an average of about 6,400 transactions per month for ATMs
compared to 4,300 for human tellers(Rose, 1999) Furthermore as the ATMs
continue when human tellers stop, there is continual productivity for the banks
even after banking hours. Therefore, service quality and efficiency in the banking
industry has increased tremendously worldwide in the world due to the integration
of information technology into banking operation. The present study seeks to
investigate the extent to which the used of ATM has influence the satisfaction of
customers.
1.2. Statement of the Problems

In the olden times, customers demand for banking services was ambitious
essentially by safety of their monies as well as interest accruing from such savings.
Nevertheless, the present day customers’ demand has shifted from just safety of
money to how banks deliver their services. The banking industry is one of the most
cherish sector in the world as ¡t the life blood or driving force of all financial
engagement in the world. Due to the high demand for banking services, many
customers have been complaining of poor services. Some of their grievances
include standing in long queues for hours and finally not being able to make timely
saving. Or withdrawal, too much waiting time before being serve especially during
pay out periods, Others complain about the irregularity in their account balance
lazy cashiers, inability of the bank to provide an all-round service to customer
especially biz men who can save and withdraw, at any time.
The motive is that the present day customer requires efficient, fast and
convenient. Occasionally, many of the customers out of frustration and
unnecessary delays the bank’s operations. Some customers who are in need of
quick and fast service delivery leave the banks to for other banking service
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organization or association which they usually described as providing fast-track
banking services. It appears operational challenges in the form of delay in service
delivery made NFC bank unattractive to the public. In response to this concern,
NFC bank has begun automation in other to remain competitive and satisfied a
greater majority of the customers.
1.3. Objectives of the Study

1.3.1. Main Objectives of the Study
The general purpose of the study is to investigate the influence of ATM on the
satisfaction of Customers.
1.3.2. Specific Objectives of the Study
 Analyze the factors that influences the customer to select ATM services
 Study the level of satisfaction of customers in ATM services
 Assess the usage behavior of the service of ATM subscribers
1.4. Research Questions
 What are the factors which influence the customer to select ATM services?
 What is the usage behavior of the service of ATM subscribers?
 What is the level of satisfaction are the customers of NFC ATM subscribers?
1.5. Research Hypothesis
H0: There ¡s no association between ATM services and their satisfaction with the
service subscribers
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Hl: There is an association between subscribers ATM services and their
satisfaction with the service.
1.6. Scope and delimitation of the study
The scope of this study was to focus on customers’ satisfaction with the used of
ATM Services at national financial credit. Thus; the study examines ATM service
quality only from customers’ perspective in the city of Bamenda.
The potential limitation of the study is that due time and monetary constraints the
study population was restricted to those branches that are located Bamenda. If the
study includes those out of Bamenda the conclusion of the study might change.
1.7. Significance of the Study
The introduction of ICT into the banking industry has affected service delivery
satisfaction into service industry. Every banking industry are concerned with the
best possible strategy into introducing ICT so while improving performance as a
result as to guarantee sustainable growth that will lead to the achievement of other
goals.
Many banks are shifting step by step from the traditional way of banking and are
gradually introducing ICT into their service delivery. This study assessing the
influence of the using e-banking on service delivery satisfaction to customers and
it would be ofgreat significance to the banks, the narrow body, and the consuming
public and to business world at large.
The study will help the bank to identify the perception consuming public have
about the use of ATM services they are providing. The satisfaction of the customer
is the prime occupation of the bank, thus this study will provide evidence for the
upgrading of these services.
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It is further expected that the study will provide the needed evidence to the Bank of
Cameroon, the regulatory body and the Consumer Protection Agency to further
strengthen their resolve in ensuring that customers or the banking public enjoys the
best of services.
To end with, the study will add knowledge to the existing literatures in the area of
marketing, customer satisfaction and quality service delivery in the banking
industry.
1.9. Definitions of terms

ATM: An ATM is an electronic machine, which allows user to withdraw and
deposit cash, pay bills, request for a statement and other banking transactions.
Customer Satisfaction: Customer satisfaction is defined as a result of a cognitive
and affective evaluation, where some comparison standard is compared to the
actually perceived performance. If the perceived performance is less than expected,
customers will be dissatisfied. On the other hand, if the perceived performance
exceeds expectations, customer will be satisfied. (Jain,et al2004, p. 27).
CHAPTER TWO
LITERATURE REVIEW
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2.1 Conceptual Literature
2.1.1 The concept of ATM
ATM means neither ‘avoid travelling with money’ nor ‘any time money’, but
certainly implies both. Slim ATM cards are fast replacing confounding withdrawal
forms as a convenient way of getting your money from banks. In a way, they are
rewriting the rules of financial transaction. A smart person no longer needs to carry
a wallet full of paper money on his person. All he needs to do is fish out an ATM
( automated teller machine) card, insert it in the slot, punch in a few details and go
home with hard cash.
Automated teller machine (ATM) were first well-known machines to provide

electronic access to customers. With advent of Automated teller machine (ATM),
banks are able to serve customers outside the banking hall. ATM is design to
perform the most important function of banks. It is operated by plastic card with its
special features. The plastic card is replacing cheque, personal attendance of the
customer, banking hour’s restriction and paper based verification. ATMs have
made hard cash just second away all throughout the day at every corner of the
globe. ATMs allow you to do a number of banking functions – such withdrawing
cash from one’s account making balance inquiries and transferring money from
one account to another using a plastic, magnetic-strip and personal identification
number issued by the financial institution.
ATM is typically made up of the CPU for controlling the user interface and
transaction devices, magnetic or Chip card reader for identifying the customer,
display which is used by the customer for performing the transaction, function
buttons usually close to the display or a Touch screen use to select the various
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aspect of the transaction and a record printer which provides the customer with a
record of a transaction (Cronin and Mary, 1997).
Most ATMs are connected to interbank networks, enabling people to withdraw and
deposit money from machines not belonging to the bank where they have their
account or in the country where their accounts are held thus enabling cash
withdrawals in local currency (Maxwell, 1990). They are often identified by signs
above them indicating the name of the bank owning them.
The ATMs of a bank are connected to the accounting platform of the bank through
ATM switches. Inter-bank ATM networks are created by setting up apex level
switches to communicate between the ATM switches of different banks. The inter-
banks ATM network facilitate the use of ATM cards of one bank at the ATM(s) of
other banks for basic services like cash withdrawal and balance inquiry. Banks
owning ATMs charge a fee for providing the ATM facility to the customer of other
banks. The ATM deploying bank from the card issuing banks recovers this fee
referred to as ‘interchange fee’. However the interchange fee is not fixed across
banks and deposits on the terms of bilateral / multilateral arrangements. Banks with
larger ATM networks treat interchange fee as an important stream of revenue.
2.1.1.1 ATM Technology Evolution
Most inventions have happen due to sheer necessary and ATM is one of them. The
history of ATM is full of interesting facts of which some are known and others
unknown. According to the website www.engineersgarage.com/inventions-
stories/atmhistory, it is believed that the history of ATM started when an American
named Luther Geoge Simjian was forced to move to USA in the year 1920, under
the account of Armenian Genocide. He owned to his credit the invention of a
portrait camera and then he later rolled out the formulated idea of ATM. Confident
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of his invention, he persuaded Citibank to run his product on a six months trial
basis. Soon enough, he was disappointed with the performance and the lack of
users and concluded that ATM was a wasteful addition to personal banking. The
lack of demand for the ATM finally forced him to take a back seat. During this
period it was very clear that the time was not right for this concept to have been
accepted generously.
Simjian clearly lost out on the success and fame and the same was passed on to
two other gentlemen, John Shephered-Barron and Don Wetzel. John Shephered
was a Scottish national born in India. Later he relocated to Britain and pursued his
education from the University of Edinburg, and at Trinity College, Cambridge.
After returning empty handed from a bank, Shephered-Barron was disappointed to
have to have had no option than to wait till the bank opened the next working day.
And thus in a similar fashion like Archimedes, Shephered-Barron claims to have
hit his interesting moment while taking a bath. A self-sufficient cash dispensing
machine was what he was thinking about. And soon the ATM was invented in the
early 1960s. The invention of self-sufficient cash dispensing machine was his
second and successful attempt at inventions. Prior to his invention he had invented
instrument to scare away seals(fish eating mammals) at his Scottish Salmon farms.
Unfortunately, this device instead of deterring the seals attracted them, and was
thus a failure. The same web site also shows that the ATM machine gained
Shephered-Barron an ever-lasting recognition in the banking world and pave the
way for hi-tech banking techniques, online bank accounts, Personal Identification
Number (PIN) and chip security technology. The four-digit internationally
accepted standard PIN was also invented by him. Earlier, he had a six digit Army
serial number in his mind but later his wife dispensed paper currency round the
clock (24 hours basis) was unveiled. The ATM was installed outside a Barclays
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bank in North London. The ATM machine accepted and generated money through
cheques impregnated with certain chemicals. A mild radioactive substance, Carbo
14 was used for detection by the machine. Once the PIN was given, the machine
gave out cash. This radioactive substance had no ill effects on the health of users
and Shephered-Barron claimed that s user would have to eat about 136,000
cheques to suffer any kind of ill-effect. Reg Varney, a famous TV sitcoim popular
became the first person to use the ATM in the year 1967 and withdrew about 10
dollars. The amount seems too less for us, but this money was enough for a
complete night out spent on the tiles in London, inclusive of dinner, drinks a show
and a taxi-ride back to home. While this prototype device originated by Shephered-
Barron had started functioning various parallel development were happening in
different parts of the world. The same website further shows that, an American
engineer Donald Wetzel of Docutel engineered the Docuteller ATM which was
declared as the first modern 21 magnetic stripe machine. It recognized
magnetically encoded plastic ( credit cards) and not the usual paper cheques.
The development of ATM has gone through many stages; it started from its baby
stage in the late 1930s and then geared up for longer runs in the 1960s, and finally
a mature and stable stage that we see today. Undoubtedly, most of the ideas and
patents contributed for makeover of the ATM from time to time from the backbone
of what was initiated as ‘holes in the wall’
Today, ATM holds a strong foothold in the world, offering everyone a better
access to their money, be it in any corner of the world. There are about 1.8 million
ATM in use around the world with ATMs on cruise and navy ships, airports,
newsagents and petrol stations. ATMs too have been categorized as on and off
premise ATMs. On premise ATMs are capable to connect the user to the bank with
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multi-function capabilities. Off premise, ATM machines on the other hand are the
‘white label ATMs’ and are limited to cash dispense.
The developments have not stopped; the contactless technology is on its rise. The
same website concludes that, shephered-Barron continued to take imitable and
lively interest in technology well even in his old age and had foreseen a future
where plastic cards too would be numbered. For his excellent and unforgettable
contribution to financial technologies, Shephered-Barron was offered the OBE
award in the year 2005. In the year 2010, he took his breath and left his legacy of
technological advancements.
2.1.1.2 ATM Usage
In Cameroon to encourage the use of ATM and smart cards NFC bank introduce
ezwich an interbank payment system which will make it possible for customer of
one branch to use other branch banks ATM to make cash withdrawals. When the
installation of the system becomes complete, customers from one bank withdraw
money from other banks ATMse.g. an Access Bank customer can withdraw cash
form an ATM belonging to NFC Bambili branch, etc by the use of the biometric
smartcard or the ezwich and vice versa.
2.2 Theoretical Literature
2.2.1 Abraham Maslow Hierarchy of Needs Theory
Maslow (1943) was the first to use people’s needs in motivation theory. He
worked with individuals having neurotic ailments and assessed their hierarchy of
needs in 1943. Maslow’s theory on motivation has attracted many other theorists.
The hierarchy of needs according to Maslow was; physiological needs, safety
needs, social needs, esteem needs and self-actualization needs. The needs are
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arranged from lower needs to higher needs. Maslow’s needs can be seen in the
pyramid below.
Figure 1: Maslow’s hierarchy of needs
Source: Maslow, (1946)
2.2.2 Assumption of theories
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A satisfied need does not motivate. When one need is satisfied another need emerges to
take its place, so people are always striving to satisfy some need. The needs network for
most people is complex, with several affecting the behavior of each person at any one
time. In general, lower level needs must be satisfied before higher level needs are
activated sufficiently to drive behavior. There are more ways to satisfy higher level
needs than lower level needs. Based on Abraham Maslow’s theory, the needs are:
1. Physiological needs
The physiological needs are at the top of the hierarchy because they tend to have the
highest strength until they are reasonably satisfied. Until these needs are satisfied to
the degree needed for the efficient operation of the body, the majority of a person’s
activities will probably be at this level, and the other levels will provide him with little
motivation. It includes hunger, thirst, shelter, sex and other bodily needs.
2. Safety/Security
The needs for safety, stability and absence of pain, threat or illness are all security needs. Like
physiological needs, unsatisfied security needs cause people to be preoccupied with satisfying
them. Managers who believe that security needs are most important they focus on rules, job
security and fringe benefits. Such managers may not encourage innovation by employees and
will not reward risk taking. Employees who are most concerned about security will follow rules
strictly.
3. Social/Affiliation
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After the first two needs are satisfied, social needs become important in the need hierarchy.
Since man is a social being, he has a need to belong and to be accepted by various groups.
When social needs become dominant, a person will strive for meaningful relations with
others. In organization context when affiliation needs are the primary source of motivation,
people value the workplace as an opportunity for finding and establishing warm and friendly
interpersonal relationships.
4. Self Esteem
The esteem needs are concerned with self-respect, self-respect, a feeling of personal worth,
feeling of being unique, and recognition. Satisfaction of these needs produces feelings of self-
confidence, prestige, power and control.
5. Self-actualization
This level represents the culmination of all the lower, intermediate and higher needs of human.
Self-actualization is the need to maximize one’s potential, whatever it may be. This is
related with the development of intrinsic capabilities which lead people to seek Situations that
can utilize their potential situation. This includes competence which implies control over
environmental factors, both physical and social and achievement. A man with high intensity
of achievement needs will be restless unless he can find fulfillment in doing what he is fit
to do.This can be presented in the framework below:
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The major problem with Maslow’s hierarchy-of-needs theory is that it cannot be verified
empirically, because there is no proper method to measure accurately how satisfied one level
of need must be before the next higher need becomes operative.
Maslow considered only a narrow segment of the human population. The expressions in
the “hierarchy of needs” theory, such as “self-esteem” and “security,” have broadly diverse
classifications in cultures around the world. For that reason, it is difficult for researchers to
measure these needs or to generalize them across all human populations.
The model is too unsophisticated:
o The same product or service can gratify a number of needs at once.
o The theory lacks empirical backing for the rank-ordering of the needs.
o The theory is too culture-bound, in which it lacks validity across different cultures
and the expectations of the hierarchy may be limited to Western cultures. In a more
simplified manner, Maslow presented his theory as thus:
Specifically, Maslow theorized that people have five types of needs and these
needs are activated in a hierarchical manner. If you look at this from a
motivational point of view, Maslow’s theory says that a need can never be fully
met but a need that is almost fulfilled does not longer motivate. According to
Maslow, you need to know where a person is on the hierarchical pyramid in order
to motivate him/her. Employees in general are goal seeking and look for
challenges and expect positive re-enforcement at all times. Hence, it could only be
of benefit if the organizations could provide these rewards and factors. However,
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what motivates people differs from person to person over a given period of time
thereby increasing the complexity of motivation.
2.2.1Theory x and y
Douglas McGregor (1960) posited a theory of management known as theory X and

theory Y asserting that manager’s assumption about people become self-fulfilling
prophecies evident in organizational behaviors.
Theory X managers believed that people are inherently lazy, passive, possess little
ambition, and prefer to be led, resist change. Theory X workers are characterized
external locus of control. Therefore X management is through Coercion tight
controls, threats, punishment.
Theory Y managers believe that people are inherently motivated, active and
interested ambitious, prefer to lead, interested in change. Theory Y workers are
characterized by internal locus of control and self-direction. Theory Y Management
is through open systems, communication, self-managing, teams, and peer control
pay systems.
Assumptions of Theory X
Assumptions of Theory X are based on manager’s perception of the nature of

employees or workers in the workplace. According to Titanji (2017) the assumptions
of Theory X are as follows:
 Employees does not like work and always try to escape from work whenever
possible
 Theory X employees show high resist towards change and these people generally
dislike responsibility
 A close supervision is necessary for them to make them productive
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 High degree of control and continuous supervision is necessary at each step of the
work
 People must be threatened and directed in an authoritarian style

Assumptions of Theory Y
Theory Y managers believe that their employees/workers are self-directed, highly

motivated, committed, highly skilled and capable of exercising their efforts in an
inherent manner in order to achieve the individual and organisational objectives.
According to Titanji (2017), the assumptions of Theory Y are as follows:
 Theory Y employees perceive that their jobs are quite normal and relaxing
 Skills and capabilities can make them more productive
 They utilise their potentiality in reaching the individual and organisational goals
 Employees are never completely satisfy in fulfilling self-esteem and self-
actualization needs
 Present conditions of service and leadership practices only partially take advantage
of the potential of the average worker
Theory X style of management fosters a very hostile and distrustful atmosphere-

An authoritarian organisation requires many managers just because they need to
constantly control every single employee, and the method of control usually involves
a fair amount of threat and coercion. At times, an employer that is overly threatening
will lead to dissatisfaction among employees, or they might even attempt to blame
each other in order to save themselves from the threats.
Conversely, Coercion might work better with the prospects of bigger rewards for
more, but employees might purposely try to cheat or attempt to hide the truth itself.
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Also, employees might try to sabotage the efforts of each other in order to make it
easier for them to achieve the rewards.
Theory Y style of management is tough to uphold in reality- The core belief

of Theory Y, is that with the right support and the right environment, self-directed
employees will be able to perform their jobs well. However, because every
individual is different from one another, creating an environment which fits all does
not sound very practical in the current era of organizations.
Theory X and Theory Y is very hard to be used with each other- Just
because we think that utilizing different theories in order to accommodate different
types of employees does not mean that it would be beneficial to the companies. In
the end, the human labor of the company might be improved, but at the cost of
creating monetary loses as well as inefficient allocation of resources.
For example, a company decides to use both theories together. So, in order
to accommodate the need of employees who are managed based on Theory X, more
employers will need to be hired and paid. The company also needs to pay and to
create a comfortable environment for employees that are self-motivated based on a
theory Y concept. It costs a small fortune for the company to cater to the different
tastes of so many employees. It is estimated that the company spending would be
high enough based on these factors alone. Therefore, it might just be more beneficial
for the company to utilize a single theory and hire employees that can be
consistently managed with that theory alone.
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Theory X and Theory Y makes employment harder- Previously, I’ve said
that companies should only use a single theory at once. The theory that should be
used is the one that can effectively manage all employees within the organization.
However, this in turn causes a problem during the employment process, because it is
likely that a company will reject an applicant solely because he/she is not consistent
with the theory that the company uses. Therefore, if companies actually follow these
theories closely, it will be harder for potential candidates to get a job just because the
company cannot handle their characteristics within the workplace and may give
candidates that the company discriminates heavily upon its applicants.
Theory X and Theory Y work on assumptions. I think organisations should

be careful, and not rely too heavily on Theory X and Theory Y because there are a
lot of assumptions. The workforce is changing nowadays, and the workplace is a
dynamic mix of employees from different backgrounds, races and genders. Also,
employees might have completely different motivations and goals for choosing to
work within an organization.
2.2.2 Meta Cognitive Theories

Meta-cognitive theories Tajfel (1972) introduced the ideas of social identity to
theories how people conceptualize themselves in inter-group context,how a system
of social categorization creates and defines an individuals own place in society. He
define social identity as the individuals knowledge that he belongs to certain social
group together with some emotional and value significance to him of this group
membership, similarly, Hogg and Terry (2000) describe multiple factors which
influence how people work; social identity theory protends to be a unifying theory of
organisational behavior because what and how people think as members of social
group influences subsequent behavior and attitudes in social system. The social
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identities in organisations serve as important drivers of performance. How people
think as members of groups affects the outcomes of learning intervention. Therefore,
social identity is a key input or driver of learning and performance in organisations.
Since people do the work of organisations in group settings.
However, Cullen (2013) notes that metacognition can also affect learners
negatively. For instance, metacognition affects self-esteem of employees. Ideally,
poor metacognition makes employees unable to develop proper self-esteem.
Individual employees with poor self-esteem normally lack the valor and art of
planning, assessing, and evaluating their learning skills. For this reason,
metacognitive strategies cannot be applicable employees who lack good self-esteem.
Conversely, metacognitive strategies cannot work for employees who lack proper
reading and comprehension skills. It requires employees who are capable of
understand the instructions and demands of the tasks given (Cohen, 2014).
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International Journal of Education, Learning and Development Published by
European Centre for Research Training and Development UK Language and
communication skills are also prerequisites of metacognition. Individual employee
should have proper language and communication skills to be able to execute some of
the metacognitive strategies. For example, Oxford (2013) notes that for students to
be able to plan for tasks, they must be able to communicate and write. Moreover,
success in the society requires individuals with good knowledge.
2.2.3 Training Transfer Theories

Training transfer is also connected to the workers self-efficacy. This concept means
that someone has the confidentiality to do a sum of tasks at certain level (Bandura,
1991). Bandura considers self-efficacy as one of the most important factors affecting
personal activity towards goal attainment. In studying self-efficacy on training
outcomes, Schwoerer et al.(2005) conducted a study to examine performance
expectancy,pre-training belief,attitude and found that performance expectancy was
positively influence by training experience.
Moreover, post training and feedback in the workplace is another factor that makes a
different in training transfer. Daffron and North (2006) refer to post training as a tool
that enhances the transfer of learning in most effectively and expects the trainee to
share the new information with his or her peers and management upon return the
class. An employee is unable to perform the job task in a good manner without two
important factors; first feedback from the trainer to the trainee and second post
training. In addition, personality characteristics is significant factor in training
transfer, some researchers refer to this factor as important in the transfer process.
Broad and Newstrom (1992) suggested a list of trainee characteristic such as abilities
and aptitudes for new skills, personality traits such as high achievement needs and
26
internal locus of control. Seyler et al (1998) suggested that individual attitudes and
personality characteristic can influence a person’s motivation to transfer training.
Overall, workers like to be appreciated for a job well done.
Kontoghiorghes(2001), studied rewards for team work and found out that this factor
is a predictor for motivation transfer. Employees who work as a team believe that
they deserve to get a reward on their work. Successful corporations depend on the
team working to achieve their goal. Team work supports training transfer and
motivates others to participate in the training program in the future.
2.2.4 Reinforcement Theory

The reinforcement theory of motivation (also called contingency theory) is an
outgrowth of the behaviorist school of psychology. Skinner (1974), who
propounded the reinforcement theory, holds that by designing the environment
properly, individuals can be motivated. Instead of considering internal factors like
impressions, feelings, attitudes and other cognitive behavior, individuals are
directed by what happens in the environment external to them. Skinner argued that
the internal needs and drives of individuals can be ignored because people learn to
exhibit certain behaviors based on what happens to them as a result of their
behavior. Skinner states that work environment should be made suitable to the
individuals and that punishment actually leads to frustration and de-motivation.
Hence, the only way to motivate is to keep on making positive changes in the
external environment of the organization. The basic principles of the theory are:
 Reinforced behavior tends to be repeated,

 Reward is more effective than punishment,
 Feedback is necessary for improvement
 Rewards should be given without delay, and
27
 Rewards should be given for successive approximations of the desired
behavior (Schneier, 1974).
The most important principle of reinforcement theory is, of course, reinforcement.

Generally speaking, there are two types of reinforcement: positive and negative.
Positive reinforcement results when the occurrence of a valued behavioral

consequence has the effect of strengthening the probability of the behavior being
repeated. The specific behavioral consequence is called a reinforcer. An example
of positive reinforcement might be a salesperson that exerts extra effort to meet a
sales quota (behavior) and is then rewarded with a bonus (positive reinforcer). The
administration of the positive reinforce should make it more likely that the
salesperson will continue to exert the necessary effort in the future.
Negative reinforcement results when an undesirable behavioral consequence

is withheld, with the effect of strengthening the probability of the behavior being
repeated. Negative reinforcement is often confused with punishment, but they are
not the same. Punishment attempts to decrease the probability of specific
behaviors; negative reinforcement attempts to increase desired behavior. Thus,
both positive and negative reinforcement have the effect of increasing the
probability that a particular behavior will be learned and repeated. An example of
negative reinforcement might be a salesperson that exerts effort to increase sales in
his or her sales territory (behavior), which is followed by a decision not to reassign
the salesperson to an undesirable sales route (negative reinforcer). The
administration of the negative reinforcer should make it more likely that the
salesperson will continue to exert the necessary effort in the future.
As mentioned above, punishment attempts to decrease the probability of specific

behaviors being exhibited. Punishment is the administration of an undesirable
28
behavioral consequence in order to reduce the occurrence of the unwanted
behavior. Punishment is one of the more commonly used reinforcement-theory
strategies, but many learning experts suggest that it should be used only if positive
and negative reinforcement cannot be used or have previously failed, because of
the potentially negative side effects of punishment. An example of punishment
might be demoting an employee who does not meet performance goals or
suspending an employee without pay for violating work rules.
Extinction is similar to punishment in that its purpose is to reduce unwanted

behavior. The process of extinction begins when a valued behavioral consequence
is withheld in order to decrease the probability that a learned behavior will
continue. Over time, this is likely to result in the ceasing of that behavior.
Extinction may alternately serve to reduce a wanted behavior, such as when a
positive reinforcer is no longer offered when a desirable behavior occurs. For
example, if an employee is continually praised for the promptness in which he
completes his work for several months, but receives no praise in subsequent
months for such behavior, his desirable behaviors may diminish. Thus, to avoid
unwanted extinction, managers may have to continue to offer positive behavioral
consequences.
Disregards internal motivation: The reinforcement theory only

considers behavior and consequences without considering processes of internal
motivation or individual differences (Redmond, 2010).
Difficult to identify rewards/punishments: One main weakness in

dealing with Reinforcement Theory is the difficulty to identify rewards or
punishments. Each human being is different and unique, and Reinforcement
Theory has to take this into account. A reward that works for one person may not
29
work for someone else. For example, one person may be lacking self-confidence,
so higher praise from a manager may act as a reward. If only a raise in pay were
the reward in this situation, the lack of self-confidence would still be evident and
an increase in productivity would not be present.
Hard to apply to complicated forms of behavior: It is not equally

reliable in all situations. Using it to impact behaviors involved in complicated task
work can be problematic. It is easier to reinforce behavior that applies to a simple
task because positive and negative behaviors are easier to keep track of and modify
(Redmond, 2010).
Imposes on freewill: The control and manipulation of rewards in order to

change behavior is considered unethical by some (Redmond, 2010).
Effectiveness often expires: Even when an acceptable reward or

punishment is met, they often become less meaningful over time. The reward of
praise seen above, for instance, becomes much less desirable after the person
receives a boost in self-confidence. Now, the manager may have to move on to
another reward to keep the motivation fresh.
Can be complicated: The punishment aspect of the Reinforcement Theory

can be difficult to apply. According to Redmond (2010).
CHAPTER THREE
RESEARCH METHODOLOGY
30
3.1. Scope and delimitation of the study
This piece of work was conducted at the national financial credit bank in Bamenda
branch which are located in Commercial after MTN head office on the white story
building going up to the Bamenda main market. .
3.1.1. Brief presentation of NFC Bank

NFC bank was created in 1989 with a branch of shareholders and legal headquarter
in Bamenda commercial avenue and it purely an Anglo-Saxon bank. The bank
started with 10 branches and now thirteen with some key towns of Cameroon;
North West, littoral, central and southwest region. The bank started with about four
shareholders with Senator Awanga as the main shareholder and the general
manager Mr Julius Manjo. NFC bank stated using ATM machine in 2016 with the
first ATM being place in Yaoundé, 12 branches are today using ATM services
except one. This ATM services has been beneficial in one of the following ways;
Convenience and Increase speed.
3.2. Research Design

Based on the purpose of the study and the type of data involved, descriptive
research designs were used. The goal was to provide a clear understanding of the
effects of ATM on customer’s satisfaction. Quantitative data was collected from
the managers, subordinate staff as well as from customers of the financial
institutions.
3.3. Population of the study

The accessible population is the whole of all the elements of the group, which the
researcher can reach and carry out its survey. It is in this accessible population that
the researcher will take a part called sample. The population of interest in this
31
study is made up of customers of national financial credit in Bamenda branch and
since it was very difficult to bring in all the customers, the researchers decide to
take just few customers who turn out at the bank to carry out their financial
transaction on a single day. The result obtained shall be generalized to the entire
population.
3.4. Sample
Tanah (2012) defines a sample as a small group of elements or subjects drawn
through a definite procedure from a specified population. There was a need to
sample the population because not all the customers uses ATM services so our
target was mainly to observed those using ATM services and our questionnaire
directed to them. As for the sample to be used in this study 50 customers were
considered.
3.5. Sampling Techniques.

The study therefore used convenient sampling method for the customers of NFC
taking into consideration they are always busy each time they corne for a banking
transaction and needed a convenient time to be allocated to get their opinion.
3.6. The instrument used for the Study

Secondary data was collected by the method of analysis of documents. Such
documents included official records, payment/withdrawal slips, annual records,
reports as well as past thesis. Primary data on the other hand was obtained directly
from the field and collected through self-administered questionnaires to customers
of NFC. This research study principally used the direct — circulatory method of its
questionnaire administration in which the researchers personally moved to the
branch and handed copies of the questionnaires to those concerned. Furthermore,
as copies of the questionnaires were given to the respondents, enough time was
32
accorded for their completion and a final receipt of the answered copies by the
researcher. The questionnaires were administered to the customers during working
hours. Some of the questionnaires were filled right away because customers visit
the banks once in a while so the researcher could not accord them more time to fill
the questionnaire.
3.7. Validation of Instrument

This section seeks to describe the procedures that were adopted in ensuring that the
instrument was appropriate for the study, Validity therefore is simply the
appropriateness of an instrument
in measuring what is intended to measure. This was done in two phase:
3.7.1. Face Validity

After constructing the questionnaire, a copy was handed to the supervisor of this
research work for corrections and suggestions. The questionnaire was reviewed in
terms of structure, and item formatting. Copies of questionnaire were equally
distributed to some colleagues in the same department for review. The supervisor
restructured some items in the questionnaire, eliminated irrelevant items and added
the relevant ones, The corrections made by the supervisor and from peer review
helped to improve on the quality of the instrument.
3.7.2. Content Validity
After constructing the research instrument, the researcher sought to determine

whether the instrument measured what it intended to measure in terms of specified
scope. By so doing, the research instrument was taken to the supervisor who
discretely ensured that the content and questionnaires design for the study
measured what they intended to measure.
33
3.7.3. Reliability of the Instrument
Reliability refers to the consistency, stability, and repeatability of a data collection
instrument. It measures the consistency by which an instrument measures what it
was intended to measure. Ten questionnaires were shared Out to some four micro
finance institutions in Bamenda II council area which were randomly selected and
used in the pilot-test to answer the questionnaire. Then, Cronbach’s Alpha
reliability test using 0.67 was obtained implying that there was a strong level of
internal consistency. In this respect, the instrument used for this study was reliable
enough. It was imperative for the researcher to check if he captured the right data
by sharing with the respondent what he has understood from the response of the
respondent for verification and clarification purposes to avoid bias.
3.8. Method of Data Analysis

Data analysis was done using inferential and descriptive statistics in the form of
mean deviation of customers and employees responses. The Likert-type scale was
used and divided into four categories as Strongly Agree (SA), Agree (A), Disagree
(D), Strongly Disagree (SD), were used which were given numerical values of 4, 3,
2, and I respectively giving a total of 10 and a mean of 2.50 which was used as
decision point. Specifically, the mean scores of each of the items were computed
using Excel 2007 and the Statistical Package for Social Science (SPSS) version
20,0. A cut-off point of 2.5 was considered because it represented the mean of the
continuum of scale of 4, 3, 2 and 1 By this, mean scores were used to answer the
four research questions while the Pearson product moment correlation was used to
test the one null hypothesis at 0.05 level of significance.
34
CHAPTER FOUR
PRESENTATION AND DISCUSSION OF RESULTS
The main objective of this study was to investigate the influence of ATM on the
satisfaction of Customers in NFC Bank Bamenda. To achieve this objective, data
was collected with the use of questionnaires from the ATM customers of this
institution from which a sample of 50 customers was interviewed. The data was
35
analyzed with the use of SPSS version 23.0 and Excel while the Chi-Square test for
dependency was employed for test of hypothesis. The results are presented below
beginning with the descriptive statistics.
4.1 Demographic Information
4.1.1 Gender
Gender
female
36%
male
64%
Fig 4.1 Gender
The table above represents the distribution of the respondents in with respect to
gender. We observe that out of the 50 customers interviewed, a majority of 64% of
them were males while 36% of them were females. It therefore shows that there are
more male ATM subscribers in this institution as compared to the female
customers.
4.1.2 Age
36
18
16
14
12
10
8
6
4
2
0
20-25 26-30 31-35 36-40 41 and above
Fig 4.2 Age
The distribution of the respondents of, with respect to age as seen in Fig. 4.2
above, shows that out of the 50 customers interviewed, a majority of them
constituting 40% were of the 26-30years age group. This was closely followed by
those of the 31-35years age group who made 30% of them. Furthermore, those of
the 36-40years age group constituted 20% of them while those of 41years and
above made up 6% and finally, those of the 20-25 years age group made up 4% of
the customers.
4.1.3 Educational Level
37
25
20
15
10
0
l
on on oo on
cati cati sc
h cati
du du gh ed
u
yE ye Hi y
ar da
r
r sit
r im n ive
P eco n
S U
Fig 4.3: Educational Level
The distribution of the respondents according to level of education represented in

Fig. 4.3 above indicates that out of the 50 customers interviewed, a majority of
48% of them said they had high school education while 38% said they had
University education. Furthermore, 10% of them had primary education while 4%
of them had secondary school education.
38
4.1.4 Longevity in the Bank
20
18
16
14
12
10
8
6
4
2
0
Fig 4.4: Longevity in the Bank
The longevity of the customers in the Bank as presented in Fig 4.4 above shows
that out of the 50 customers interviewed, a majority of 38% of them had been in
the bank for 2 to 5years. Furthermore, 30% of them had been in the Bank for over
9years while 16% of them had been in the Bank for 6 to 8 years and less than a
year respectively.
39
4.1.5 Longevity in ATM Subscription
20
18
16
14
12
10
8
6
4
2
0
Less than a year 2 to 3years 4 to 5years 5years and above
Fig 4.5 Longevity in ATM Subscription
The longevity of the customers in ATM subscription as presented in Fig 4.5 above
shows that out of the 50 customers interviewed, a majority of 38% of them had
been using the ATM for 2 to 3years. Furthermore, 28% of them had been using the
ATM for less than a year while 20% of them had been using the ATM for 5years
and above and 14% had been using the ATM for 4 to 5years.
40
4.2 Factors Influencing Customers Satisfaction with ATM services
4.2.1 Nearness
25
20
15
10
0
Strongly agree Agree Neutral Disagree
Fig 4.6 Nearness
Fig 4.6 above represents the distribution of the customers of ATM services of NFC
Bank with respect to their perception regarding nearness as a factor the influences
customer satisfaction with the ATM services of the Bank. We observe from the
results that out of the 50 customers interviewed, 46% of them strongly agreed and
26% agreed to the fact that nearness influences their satisfaction with the ATM
services of the Bank. On the other hand, 16% of them disagreed to the fact that
nearness influences their satisfaction with the ATM services of the Bankwhile 12%
of them were neutral.This implies that most of the subscribers are of the opinion
that they prefer the ATM services of the Bank due to nearness.
41
4.2.2Round Clock Service
25
20
15
10
0
Fig 4.7: Round Clock Service
Bank with respect to their perception regarding round clock service as a factor the
influences customer satisfaction with the ATM services of the Bank. It is observed
from the results that out of the 50 customers interviewed, 46% of them strongly
agreed and 32% agreed to the fact that round clock service influences their
satisfaction with the ATM services of the Bank. On the other hand, 12% of them
strongly disagreed and 10% of them disagreed to the fact that round clock service
influences their satisfaction with the ATM services of the Bank.This implies that
most of the subscribers are of the opinion that they prefer the ATM services of the
Bank due to the round the clock availability.
42
4.2.3Prestige
18
16
14
12
10
8
6
4
2
0 ee
e
ee
l
ra
re
re
gr
gr
ut
ag
Ag
sa
sa
Ne
ly
Di
Di
ng
ly
ro
ng
St
ro
St
Fig 4.8: Prestige
Bank with respect to their perception regarding prestige as a factor the influences
customer satisfaction with the ATM services of the Bank. It is observed from the
results that out of the 50 customers interviewed, 26% of them strongly agreed and
34% agreed to the opinion that prestige influences their satisfaction with the ATM
services of the Bank. On the other hand, 16% of them strongly disagreed and 16%
of them disagreed to the opinion that prestige influences their satisfaction with the
ATM services of the Bank while 8% of them were neutral.This implies that most
of the subscribers are of the opinion that it is prestigious using the ATM services of
the Bank.
43
4.2.4Convenience
30
25
20
15
10
0
Strongly agree Agree Disagree Strongly Disagree
Fig 4.9: Convenience
The distribution of the customers of ATM services of NFC Bank with respect to
their perception regarding convenience as a factor the influences customer
satisfaction with the ATM services of the Bank is presented in Fig 4.9 above. It is
observed from the results that out of the 50 customers interviewed, 52% of them
strongly agreed and 16% agreed to the opinion that convenience influences their
strongly disagreed and 30% of them disagreed to the opinion that convenience
influences their satisfaction with the ATM services of the Bank. This implies that
most of the subscribers are of the opinion that the ATM services of the Bank are
convenient.
44
4.2.5Check Balance
20
18
16
14
12
10
8
6
4
2
0
Fig 4.10: Check Balance
their perception regarding the check balance service as a factor the influences
customer satisfaction with the ATM services of the Bank is presented in Fig 4.10
above. It is observed from the results that out of the 50 customers interviewed,
40% of them strongly agreed and 32% agreed to the opinion that the check balance
service influences their satisfaction with the ATM services of the Bank. On the
other hand, 18% of them disagreed to the opinion that the check balance service
influences their satisfaction with the ATM services of the Bank while 10% were
neutral. This implies that most of the subscribers are of the opinion that they are
satisfied with the ATM services of the Bank as it enables them to check their
account balances.
45
4.2.6Simplicity
20
18
16
14
12
10
8
6
4
2
0 ee
e
ee
l
ra
re
re
gr
gr
ut
Ag
ag
sa
sa
Ne
ly
Di
Di
ng
ly
ro
ng
St
ro
St
Fig 4.11: Simplicity
their perception regarding simplicity as a factor that influences customer
satisfaction with the ATM services of the Bank is presented in Fig 4.11 above. It is
strongly agreed and 38% agreed to the opinion that simplicity influences their
strongly disagreed and 18% disagreed to the opinion that simplicity influences
their satisfaction with the ATM services of the Bank while 10% were neutral. This
implies that most of the subscribers were of the opinion that they are satisfied with
the ATM services of the Bank because it is simple to use.
46
4.2.7Cost
20
18
16
14
12
10
8
6
4
2
0
Agree Neutral Disagree Strongly Disagree
Fig 4.12: Cost
their perception regarding cost as a factor that influences customer satisfaction
with the ATM services of the Bank is presented in Fig 4.12 above. It is observed
from the results that out of the 50 customers interviewed, 20% of them agreed to
the opinion that cost influences their satisfaction with the ATM services of the
Bank. On the other hand, 36% of them strongly disagreed and 38% disagreed to
the opinion that cost influences their satisfaction with the ATM services of the
Bank while 10% were neutral. This implies that most of the subscribers were of the
opinion that they are not satisfied with the ATM services of the Bank because it is
costly.
47
4.2.8Satisfaction with ATM Services
30
25
20
15
10
0
Fig 4.13: Satisfaction with ATM Services
their perception regarding their satisfaction with the ATM services of the Bank is
presented in Fig 4.13 above. It is observed from the results that out of the 50
customers interviewed, 56% of them strongly agreed and 22% agreed to the
opinion that they are satisfied with the ATM services of the Bank. On the other
hand, 14% of them strongly disagreed and 8% disagreed to the opinion that they
are satisfied with the ATM services of the Bank. This implies that most of the
subscribers were of the opinion that they are satisfied with the ATM services of the
Bank.
48
4.3 Usage Behaviour of the ATM Service Subscribers
4.3.1 Confidence
16
14
12
10
8
6
4
2
0
ee e l ee ee
gr gre utra gr gr
a A a a
gly Ne Di
s
Di
s
r on lg y
St r on
St
Fig 4.14: Confidence
their perception regarding confidence when using e-bank methods to access
moneyis presented in Fig 4.14 above. It is observed from the results that out of the
50 customers interviewed, 26% of them strongly agreed and 30% agreed to the
opinion that they feel confident when using e-bank methods to access money. On
the other hand, 8% of them strongly disagreed and 22% disagreed to the opinion
that they feel confident when using e-bank methods to access money. This implies
that most of the subscribers were of the opinion that they feel confident when using
e-bank methods to access money.
49
4.3.2 Human Teller
20
18
16
14
12
10
8
6
4
2
0
Fig 4.15: Human Teller
their preference of human tellers over ATM is presented in Fig 4.15 above. It is
strongly agreed and 28% agreed to the opinion that they prefer human tellers over
ATM. On the other hand, 38% of them strongly disagreed and 32% disagreed to
the opinion that they prefer human tellers over ATM. This implies that most of the
subscribers had a preference for ATM over human tellers.
50
4.3.3 Card Loss
16
14
12
10
8
6
4
2
0
e e l e e
gre gre utra gre gre
a A sa sa
gly Ne Di Di
on lg y
r
St r on
St
Fig 4.16: Card Loss
their perception regarding the fear of losing their ATM cards is presented in Fig
4.16 above. It is observed from the results that out of the 50 customers interviewed,
16% of them strongly agreed and 20% agreed to the opinion that they fear losing
their cards. On the other hand, 32% of them strongly disagreed and 28% disagreed
to the opinion that they fear losing their ATM cards while 4% of them were
neutral.
51
4.3.4 Comfortable with Technology
20
18
16
14
12
10
8
6
4
2
0
Fig 4.17: Comfortable with Technology
their perception regarding comfortable feelings with technology is presented in Fig
38% of them strongly agreed and 34% agreed to the opinion that they feel
comfortable using technology. On the other hand, 18% of them strongly disagreed
and 10% disagreed to the opinion that they feel comfortable using technology. This
implies that a majority of the respondents were of the opinion that they feel
comfortable using technology.
52
4.4 Level of Customer Satisfaction with the use of ATM Services
4.4.1 Quick Service Delivery
25
20
15
10
0
ee e l ee ee
gr gre utra gr gr
a A a a
gly Ne Di
s
Di
s
n lg y
ro
St ro
n
St
Fig 4.18: Quick Service Delivery
their perception regarding quick service delivery of ATM services of the Bank is
presented in Fig 4.18 above. It is observed from the results that out of the 50
customers interviewed, 10% of them strongly agreed and 46% agreed to the
opinion that the ATM service of the bank has a quick service delivery. On the
other hand, 12% of them strongly disagreed and 16% disagreed to the opinion that
the ATM service of the bank has a quick service delivery. This implies that a
majority of the respondents were of the opinion that the ATM service of the bank
has a quick service delivery.
53
4.4.2Satisfaction with ATM Products of the Bank
18
16
14
12
10
8
6
4
2
0
Fig 4.19: Satisfaction with ATM Products of the Bank
their general satisfaction with the ATM services of NFC Bank is presented in Fig
34% of them strongly agreed and 34% agreed to the opinion that they are satisfied
with the ATM service of the bank. On the other hand, 20% of them strongly
disagreed and 12% disagreed to the opinion that they are satisfied with the ATM
service of the bank. This implies that a majority of the respondents were of the
opinion that they are satisfied with the ATM service of the bank.
54
4.5: Hypothesis Testing
HYPOTHESIS ONE
There is no association between ATM services and customer satisfaction in NFC

Bank.
Table 4.1 Chi-Square Test Statisticsfor ATM Services and Customer
Satisfaction
Test Statistics
Satisfaction Satisfaction
with ATM with products
a
Chi-Square 27.600 7.120a
df 3 3
Asymp. Sig. .000 .068
Monte Carlo Sig. .000b .069b
Sig. 99% Confidence Lower
.000 .062
Interval Bound
Upper
.000 .076
Bound
a. 0 cells (0.0%) have expected frequencies less than 5. The minimum
expected cell frequency is 12.5.
b. Based on 10000 sampled tables with starting seed 2000000.
Satisfaction with ATM

Observed Expected Residua
N N l
Strongly agree 28 12.5 15.5
Agree 11 12.5 -1.5
Disagree 4 12.5 -8.5
Strongly
7 12.5 -5.5
Disagree
Total 50
55
Satisfaction with products
N N l
Agree 17 12.5 4.5
Strongly
10 12.5 -2.5
Disagree
Total 50
The Tables in section 4.5above show the expected coefficients, the observed
coefficients and the residuals for both customer satisfaction with ATM services
with respect to the factors influencing their satisfaction and the general customer
satisfaction with ATM products of the bank. These tables give rise to the test
statistics as presented in Table 4.1 above. The chi square value for customer
satisfaction with ATM services with respect to the factors influencing their
satisfaction is 27.600 and that of the general customer satisfaction with ATM
products of the bank is 7.120 meaning the chi square calculated is 34.72. The chi
square table value at 6 degrees of freedom and 1% level of significance two tails
test stands at 14.449.
This means that X2cal=34.72> X2critical= 14.449
Since the calculated chi square is greater than the table chi square, the test is
significant and so we reject the null hypothesis and thus conclude that there is an
association between ATM services and customer satisfaction in NFC Bank. The
significance at 1% two tails test is also confirmed by the asymptotic significance
and the Monte Carlo significance found on the test statistics table.
56
HYPOTHESIS TWO
There is no association between usage behavior of ATM subscribers and customer

satisfaction in NFC Bank.
Table 4.2 Chi-Square Test Statisticsfor Usage Behavior and Customer

Satisfaction
Test Statistics
Satisfaction
Confidence with products
Chi-Square 8.000a 7.120c
df 4 3
Asymp. Sig. .092 .068
.086 .067
Interval Bound
Upper
.101 .080
Bound
c. 0 cells (0.0%) have expected frequencies less than 5. The minimum
Confidence
N N l
Agree 15 10.0 5.0
Neutral 7 10.0 -3.0
57
Disagree 11 10.0 1.0
Strongly
4 10.0 -6.0
Disagree
Total 50
Satisfaction with products

N N l
Agree 17 12.5 4.5
Strongly
10 12.5 -2.5
Disagree
Total 50
The Tables above show the expected coefficients, the observed coefficients and the
residuals for both customer usage behavior of ATM and the general customer
satisfaction with ATM products of the bank. These tables give rise to the test
statistics as presented in Table 4.2 above. The chi square value for customer usage
behavior of ATM is 8.000 and that of the general customer satisfaction with ATM
products of the bank is 7.120 meaning the chi square calculated is 15.12. The chi
square table value at 4 degrees of freedom and 1% level of significance two tails
test stands at 11.143.
This means that X2cal=15.12> X2critical= 11.143.
Since the calculated chi square is greater than the table chi square, the test is
significant and so we reject the null hypothesis and thus conclude that there is an
association between usage behavior of ATM subscribers and customer satisfaction
in NFC Bank. The significance at 1% two tails test is also confirmed by the
asymptotic significance and the Monte Carlo significance found on the test
statistics table.
58
CHAPTER FIVE
SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS
5.1 Summary of Major Findings
5.1. Summary of findings

Findings from the study reveals that the factors that favor the use of ATM card
by the customers of NFC bank Bamenda Branch was Nearness, Cost of ATM
service, Prestige, Convenience, Minimum Balance, Simple and easy to use and
Round Clock Facility. Among the factors that influence customers to use ATM
service the most preferred factors were simple and easy to use, and finally round
the clock facilities.
Finding on the usage behavior of the respondents in regard to the use of ATM
services reveals that customers feel confident when using c-banking methods to
access money, they feel safe using ATM services than carrying money around,
they feel comfortable using technology to execute banking transactions, they feel
reluctant using other options than withdrawing cash. However, there was also some
negative behaviors registered about the customers and some of them said that they
59
prefer dealing with the human teller, they fear of losing their card, they don’t like
things that are automated or computerized.
The result of the Pearson correlation test shows a positive and significant
relationship between ATM service and customers satisfaction level. Furthermore, it
can be said that available cash in the ATM is one of the important factors, which
affects customers “satisfaction level. The result are in line with the study of
Kurnbhar’s (2011) study concluded that ATM users of private banks were more
satisfied as compared to their counterparts who do not have ATM cards.
However, another school of thought did not find a relationship between customers
satisfaction with the use of ATM card. Aminu and Arhin (2011) showed that
irrespective of all these attributes of the ATM service delivery, bank customers still
underutilized the ATM service capacity by queuing in the banking halls to make
cash withdrawals even when the amount may be withdrawn from the ATM. This,
according to the study does not help to cut the workload of bankers, especially in
developing countries, which make the use of ATM less beneficial to the banks thus
it does not yield the intended outcome and it is expected. It should he noted that,
most of these studies on customer satisfaction with the use of ATM have been
undertaken in advanced countries that are technologically well advanced than our
African poverty, and less technological impoverished.
5.2. Conclusion
The chapter outlined the result of the objectives and the research questions that
were proposed and answered by the evidence gathered through the data collected
and analyzed. The findings significantly, indicate that ATM service have impacted
positively on the service delivery of NFC bank. Clearly, all the objectives stated
for the study were achieved. From the descriptive analysis, it may be concluded
60
that the usage of ATM has a positive impact on customer satisfaction than the
traditional way of banking. This is because, most of the users
have post purchase behavior of the use of ATM owing to the high impact ATM has
on their satisfaction.
5.3. Recommendations
Banks should focus on important aspects of user friendliness, ATM functionality
and availability of transaction receipts, security and privacy as well as frequent
monitoring and maintenance of ATMs so as to keep the consumption of the service
alive. To improve customer’s patronage of ATM services of NFC, there is the
need to provide deposit taking ATMs and other features such as allowing transfer
of money from one account to another, allowing recharge of mobile prepaid cards
and allow deposit and cheque. In order for NFC banks to be competitive and
increase their profit base without compromising on customer satisfaction, it is
recommended that service quality dimensions need to be enhanced on. Also, more
publicity and education on the usage of ATM needs to be done to get all customers
to subscribed for the service In other words, users of the ATM need to be taken
through the various features of the ATM and if done appropriately, they shall use
the machine with less difficulty. This will in effect reduce the workload of bank
tellers while enhancing on customer satisfaction. Finally there should also be tight
security at places where ATMs are situated to boost users’ confidence.
61
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RESEARCH QUESTIONNAIRE
Dear Sir/madam,
We are students of the University of Bamenda carrying out a research on ‘The

influence of ATM service on the satisfaction ofcustomers in national financial
credit (NFC) Bamenda’’ as part of the requirement for the fulfillment of the award
of a DIPET II In H.T.T.T.C Bambili of the University of Bamenda we therefore
humbly request youto spare some ofyour time and fill in this questionnaire. Please
be assured that all information you give here will be strictly for academic purpose
and will be treated with great confidentiality.
Key: Where SA-Strongly Agree, A-Agree, D-Disagree, SD-Strongly Disagree
Section A: Demographic Information
1: Gender
A male ( )
B Female( )
2: What is your age bracket?
A 20-25 ( )
B 26-30( )
68
C31-35( )
D36-40( )
E above 41( )
3: What is your educational level?
A. Primary education
B. Secondary education
C. High School
D. University education
4: How long have you been in NFC Bank?
A Less thanone years ( )
B 2-5 years( )
C 6-8 years
D 9 years and above
5: How long have you used the ATM services of the Bank?
A. Less than a year ()

B. 2 to 3Years
C. 4 to 5 years
D. 5years and above
Section B: Factors influencing Customers Satisfaction with ATM services
S/N Items SD D A SA
6 Nearness
7 Round Clock Facility
8 Prestige
69
9 Convenience
10 Check Balance
11 Simple and easy to use
12 Low Cost of ATM services
13 I am satisfied with the ATM services of NFC Bank due to
the above mentioned factors
Section D: Usage behaviour of the services of ATM subscribers
S/N Items S D A SA
D
14 I feel confident when using e-bank methods to access
money
15 I prefer dealing with the human teller
16 I feel safe using ATM
17 I have a fear oflosing my card
18 I don’t like things that are automated or computerize
19 I feel comfortable using technology
Section E: level of customer satisfaction with the used of ATM services
S/ Items S D A SA
N D
20 Does the establishment of electronic banking offer you
with quickly services delivery?
21 Are you satisfied with electronic banking services offered
by NFC bank via the use of ATM Card?
22 Are you satisfied with the services of electronic banking
products offered by NFC Bank?
70
23. what is your satisfaction with service charges on the use of ATM technology?
Affordable [ ], [ ], Normal, [ ], Not Affordable [ ],
24. To what extentare you satisfied with the cost? Very large extent satisfied [ ],
Large extent [ ], Normal satisfied with cost [ ], little satisfied [ ] , Not satisfied at
all with the cost [ ],
APENDIX ONE RESULTS
Gender
Frequenc Valid Cumulative
y Percent Percent Percent
Vali male 32 64.0 64.0 64.0
d femal
18 36.0 36.0 100.0
e
Total 50 100.0 100.0
Age
Vali 20-25 2 4.0 4.0 4.0
d 26-30 20 40.0 40.0 24.0
31-35 15 30.0 30.0 74.0
36-40 10 20.0 20.0 94.0
71
41 and
3 6.0 6.0 100.0
above
Total 50 100.0 100.0
Education
Vali Primary
5 10.0 10.0 10.0
d Education
Secondary
2 4.0 4.0 14.0
education
High school 24 48.0 48.0 62.0
University
19 38.0 38.0 100.0
education
Total 50 100.0 100.0
LongevityinBank
Vali Strongly agree 8 16.0 16.0 16.0
d 2-5years 19 38.0 38.0 54.0
6 to 8years 8 16.0 16.0 70.0
9years and
15 30.0 30.0 100.0
above
Total 50 100.0 100.0
LongevityofATMusage
72
Vali Less than a
14 28.0 28.0 28.0
d year
2 to 3years 19 38.0 38.0 66.0
4 to 5years 7 14.0 14.0 80.0
5years and
10 20.0 20.0 100.0
above
Total 50 100.0 100.0
Nearness
Vali Strongly
23 46.0 46.0 46.0
d agree
Agree 13 26.0 26.0 72.0
Neutral 6 12.0 12.0 84.0
Disagree 8 16.0 16.0 100.0
Total 50 100.0 100.0
RoundClock
d Agree 16 32.0 32.0 78.0
Disagree 5 10.0 10.0 88.0
Strongly
6 12.0 12.0 100.0
Disagree
Total 50 100.0 100.0
73
Prestige
d Agree 17 34.0 34.0 60.0
Neutral 4 8.0 8.0 68.0
Disagree 8 16.0 16.0 84.0
Strongly
8 16.0 16.0 100.0
Disagree
Total 50 100.0 100.0
Convenience
d Agree 8 16.0 16.0 68.0
Disagree 15 30.0 30.0 98.0
Strongly
1 2.0 2.0 100.0
Disagree
Total 50 100.0 100.0
CheckBalance
Vali Strongly
20 40.0 40.0 40.0
d agree
Agree 16 32.0 32.0 72.0
Neutral 5 10.0 10.0 82.0
Disagree 9 18.0 18.0 100.0
Total 50 100.0 100.0
74
Simplicity
d Agree 19 38.0 38.0 58.0
Neutral 5 10.0 10.0 68.0
Disagree 9 18.0 18.0 86.0
Strongly
7 14.0 14.0 100.0
Disagree
Total 50 100.0 100.0
CostofATM
Vali Agree 10 20.0 20.0 20.0
d Neutral 3 6.0 6.0 26.0
Disagree 19 38.0 38.0 64.0
Strongly
18 36.0 36.0 100.0
Disagree
Total 50 100.0 100.0
SatisfactionwithATM
d Agree 11 22.0 22.0 78.0
Disagree 4 8.0 8.0 86.0
75
Strongly
7 14.0 14.0 100.0
Disagree
Total 50 100.0 100.0
Confidence
d Agree 15 30.0 30.0 56.0
Neutral 7 14.0 14.0 70.0
Disagree 11 22.0 22.0 92.0
Strongly
4 8.0 8.0 100.0
Disagree
Total 50 100.0 100.0
HumanTeller
d Agree 14 28.0 28.0 30.0
Disagree 16 32.0 32.0 62.0
Strongly
19 38.0 38.0 100.0
Disagree
Total 50 100.0 100.0
SafeUsage
76
d Agree 15 30.0 30.0 80.0
Disagree 1 2.0 2.0 82.0
Strongly
9 18.0 18.0 100.0
Disagree
Total 50 100.0 100.0
CardLoss
d Agree 10 20.0 20.0 36.0
Neutral 2 4.0 4.0 40.0
Disagree 14 28.0 28.0 68.0
Strongly
16 32.0 32.0 100.0
Disagree
Total 50 100.0 100.0
ConfortablewithTecnology
d Agree 17 34.0 34.0 72.0
Disagree 5 10.0 10.0 82.0
Strongly
9 18.0 18.0 100.0
Disagree
Total 50 100.0 100.0
77
QuickserviceDelivery
d Agree 23 46.0 46.0 56.0
Neutral 8 16.0 16.0 72.0
Disagree 8 16.0 16.0 88.0
Strongly
6 12.0 12.0 100.0
Disagree
Total 50 100.0 100.0
SatisfactionwithEbankingservices
d Agree 11 22.0 22.0 50.0
Neutral 6 12.0 12.0 62.0
Disagree 11 22.0 22.0 84.0
Strongly
8 16.0 16.0 100.0
Disagree
Total 50 100.0 100.0
Satisfactionwithproducts
d Agree 17 34.0 34.0 68.0
Disagree 6 12.0 12.0 80.0
Strongly 10 20.0 20.0 100.0
Disagree
78
Total 50 100.0 100.0
SatisfactionwithCost
Vali Affordable 17 34.0 34.0 34.0
d Normal 26 52.0 52.0 86.0
Not
7 14.0 14.0 100.0
affordable
Total 50 100.0 100.0
CHI SQUARE RESULTS
SatisfactionwithATM
N N l
Agree 11 12.5 -1.5
Strongly
7 12.5 -5.5
Disagree
Total 50
N N l
79
Agree 17 12.5 4.5
Strongly
10 12.5 -2.5
Disagree
Total 50
Test Statistics
Satisfaction
Satisfaction withproduc
withATM ts
Chi-Square 27.600a 7.120a
df 3 3
Asymp. Sig. .000 .068
.000 .062
Interval Bound
Upper
.000 .076
Bound
Confidence
N N l
Agree 15 10.0 5.0
Neutral 7 10.0 -3.0
Disagree 11 10.0 1.0
Strongly
4 10.0 -6.0
Disagree
80
Total 50
N N l
Agree 17 12.5 4.5
Strongly
10 12.5 -2.5
Disagree
Total 50
Test Statistics
Satisfaction
Confiden withproduc
ce ts
Chi-Square 8.000a 7.120c
df 4 3
Asymp. Sig. .092 .068
.086 .067
Interval Bound
Upper
.101 .080
Bound
c. 0 cells (0.0%) have expected frequencies less than 5. The minimum
81
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CERTIFICATION

on employees performance in some selected SMES in North West and Litoral

regions of Cameroon” is presented by SONIA MANKAH FOBUZIE (18C0433)

in the Department of Management and Entrepreneurship, Higher Institute of

Commerce and Management of the University of Bamenda under the supervision

and guidance of;

MR. LAISON INNOCENT

MR. LAISON INNOCENT

SONIA MANKAH FOBUZIE

MR. LAISON INNOCENT

1.2. Statement of the Problems

1.3. Objectives of the Study

1.3.2. Specific Objectives of the Study

1.4. Research Questions

1.5. Research Hypothesis

1.9. Definitions of terms

2.1.1 The concept of ATM

Automated teller machine (ATM) were first well-known machines to provide

2.1.1.1 ATM Technology Evolution

2.1.1.2 ATM Usage

2.2 Theoretical Literature

2.2.1 Abraham Maslow Hierarchy of Needs Theory

Figure 1: Maslow’s hierarchy of needs

Source: Maslow, (1946)

2.2.2 Assumption of theories

confidence, prestige, power and control.

related with the development of intrinsic capabilities which lead people to seek Situations that

to do.This can be presented in the framework below:

of need must be before the next higher need becomes operative.

measure these needs or to generalize them across all human populations.

The model is too unsophisticated:

o The same product or service can gratify a number of needs at once.

simplified manner, Maslow presented his theory as thus:

Douglas McGregor (1960) posited a theory of management known as theory X and

Assumptions of Theory X are based on manager’s perception of the nature of

Theory Y managers believe that their employees/workers are self-directed, highly

Theory X style of management fosters a very hostile and distrustful atmosphere-

Theory Y style of management is tough to uphold in reality- The core belief

Theory X and Theory Y work on assumptions. I think organisations should

2.2.2 Meta Cognitive Theories

success in the society requires individuals with good knowledge.

2.2.3 Training Transfer Theories

2.2.4 Reinforcement Theory

 Reinforced behavior tends to be repeated,

The most important principle of reinforcement theory is, of course, reinforcement.

Positive reinforcement results when the occurrence of a valued behavioral

Negative reinforcement results when an undesirable behavioral consequence

As mentioned above, punishment attempts to decrease the probability of specific

Extinction is similar to punishment in that its purpose is to reduce unwanted

Disregards internal motivation: The reinforcement theory only

Difficult to identify rewards/punishments: One main weakness in

Hard to apply to complicated forms of behavior: It is not equally

Imposes on freewill: The control and manipulation of rewards in order to

Effectiveness often expires: Even when an acceptable reward or

Can be complicated: The punishment aspect of the Reinforcement Theory

3.1.1. Brief presentation of NFC Bank

3.2. Research Design

3.3. Population of the study

3.5. Sampling Techniques.

3.6. The instrument used for the Study

3.7. Validation of Instrument

3.7.1. Face Validity