Chapter 3

METHODOLOGY

This chapter contains the research design, tradition of inquiry and data generation method,
sources of data, instrumentation and ethical considerations.

Research Design

This research was conducted to explore the customer satisfaction of Online and physical/personal
banking.The researchers chose a Qualitative Approach for this research. Accroding to Bhandari P, (2023)
Qualitative research involves collecting and analysing non-numerical data (e.g., text, video, or audio) to
understand concepts, opinions, or experiences. It can be used to gather in-depth insights into a problem
or generate new ideas for research. This would help to navigate the answer for customer satisfaction of
Online and physical/ personal banking through applying this approach in the study.The researchers
believe that in dept interview type of research will be fit for this study through personally asking people
questions in one-on-one conversations.

Tradition of Inquiry and Data Generation Method

To examine the customer satisfaction of online and physical/personal banking, The researchers use
the Phenomenological Study they believed that it would be the appropriate method to conduct this
research. According to Delve et al., (2022) this approach investigates the everyday experiences of
human beings while suspending the researchers’ preconceived assumptions about the phenomenon. In
other words, phenomenological research studies lived experiences to gain deeper insights into how
people understand those experiences. Researchers using phenomenological research design assume
that people use a universal structure or essence to make sense of their experience. Researchers will
interpret the participants’ feelings, perceptions, and beliefs to clarify the essence of the phenomenon
under investigation.

The researchers set criteria to find the appropriate participants and informants to be the research
subject.The researchers conducted an Unstructured Interview method of the chosen participants of
Poblacion, Ilaod, Ragay Camarines Sur to serve as the researchers’ respondents. A study by Smith, J.
(2023) explain the Unstructured Interview which means the interviewer had a general guide but allowed
the participants to freely share their thoughts and experiences. This type of interview can be helpful for
gathering rich and detailed information about people's perspectives.The interviewer asks open-ended
questions and generates new questions based on the interviewee's responses. This approach is often
used in qualitative research to gain in-depth insights and understandings, as it allows for the exploration
of unanticipated themes and the interviewees' perspectives. This also gives the researchers to gain more
information regarding the study and understands the situation clearly. Furthermore, the researchers
considered the participants time and space where they are given to what time it will be conducted the
enterview and gives them the place where they can answered freely and with no disturbances.

Sources of Data

In collecting the data and information that are needed for this study, the researchers used Primary
Source Data, wherein the information was gathered through interviews. According to Koziol & Arthur,
(nd) Primary data analysis in which the same individual or team of researchers designs, collects, and
analyzes the data, for the purpose of answering a research question. This type of collecting of data helps
to control the data collection process, can ensure data quality, minimize the number of missing values,
and assess the reliability of the nstruments.

The researchers used the Purposive sampling (also known as judgment, selective or subjective
sampling) according to Black, K. (2010) It is a sampling technique in which researcher relies on his or her
own judgment when choosing members of population to participate in the study.Purposive sampling is a
non-probability sampling method and it occurs when “elements selected for the sample are chosen by
the judgment of the researcher. The researchers used the Non probability sampling method of
qualitative research to as one of the sampling techniques, as it is is quick and efficient, allowing
researchers to gather initial data and explore emerging themes in a flexible manner. This is particularly
helpful for the researchers to unexplored areas or refining research questions.

Instrumentation

In interpreting the data, researchers chose the Interview Guide Method to gather data.This method can
be an efficient way to provide the necessary information needed in the study. The particpants chosen
will undergo to a in depth interview and ask a questions regarding the experience and situation on
Camalig Bank.

Ethical Concerns

To make sure the was conducted in ethically mannered, the researchers follow the ethical guidelines
that is to adhere all the participants to verbally agreed to be enterviewed for the research and to
participate in it. This is by ethical standards. Researchers assured that the data will be rightfully
protecting the wellbeing of participants and ensuring the validity and credibility of the research itself.
The participants will be informed and guide accordingly by following the ethical considerations of
conducting the interview, researchers ensure that their rights to autonomy, privacy, and freedom from
harm are respected. Regarding the said interview before answering the questions it was clearly
understand what they're agreeing to before taking part.This ethical guidelines ensure they receive
complete and accurate. When potential dangers (or lack thereof), advantages, the fact thattheir
participation was and is voluntary, and the recompenseoffered. At no point during this
study, the participants be inany way tricked. All prospective participants received
informedpermission forms informing them of the researcher's name andaffiliation. At the
beginning of each interview, each participanthas been reminded of the interview's goal and justification.
Theparticipants are informed that they might voluntarily leave atany time during the
interview if they so desired. In addition, To preventmisunderstandings, the researchers asked
helped to know theoffensive words that is prohibited to speak.The participants were additionally
informed that theirinformation would be kept private, and that the supervisor wouldbe the only
one to know the specifics of individual interviewquestions. .After each interview, the researcher
conducted a debriefingwith the participants to discuss the interview's overall processand its effects.
To make sure that the participants weren'tpsychologically or emotionally wounded because of
the interview. This considerations will be conducted before the enterview to make sure that participants
are well respected during gathering the data

References:

Bhandari, P. (2023, January 30). What is qualitative research? | Methods & Examples. Scribbr.
https://www.scribbr.co.uk/research-methods/introduction-to-qualitative-research/

Delve. Ho, L., & Limpaecher, A.(2022c, March 17). What is Phenomenological Research Design? Essential
Guide to Coding Qualitative Data. https://delvetool.com/blog/phenomenology

Smith, J. (2023). Exploring student experiences of online learning: An unstructured interview study.
Journal of Educational Research, 123(4), 567-589.

Koziol, N., & Arthur, A. (nd). An Introduction to Secondary Data Analysis CYFS Statistics and
Measurement. Romano, P. S. Using secondary data. Department of Medicine and Pediatrics. University
of California,.

Black, K. (2010) “Business Statistics: Contemporary Decision Making” 6th edition, John Wiley & Sons