Authors :
Dr. Fuein Vera ; Njekang Dieudonne Nkwati
Volume/Issue :
Volume 9 - 2024, Issue 3 - March
Google Scholar :
https://tinyurl.com/y8u55xm6
Scribd :
https://tinyurl.com/bdfhkz73
DOI :
https://doi.org/10.38124/ijisrt/IJISRT24MAR2206
Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.
Abstract :
Banks across the globe have been experiencing
fast changes in recent years. The banking industry in
particular has benefited greatly from the expansion of
information technology which has allowed for numerous
delivery routes for online consumers and the rapid
resolution of concerns. This study seeks to find out the role
of financial institution facilities in ensuring customer
contentment in commercial banking institutions in
Bamenda-Cameroon. A questionnaire was used in the
study and it was administered to bank employees,
government employees and some business owners. Simple
random sampling technique was employed as a sample
technique and simple linear regression analysis was used
to analyze the data. The population size for this study was
700 and a total of 280 questionnaires were distributed but
254 questionnaires were returned resulting to a sample
size of 254. The findings of this study revealed that
frequent use of ATM cards has a significant positive effect
on consumer contentment, financial institution facilities
also has a positive effect on the consumer contentment and
internet banking has a significant negative effect on
consumer contentment. Digitalization of banking activities
also helps to reduce fraud because information cannot be
altered. The study recommends that financial institution
facilities should involve uploading of documents for
account opening and loan request. Consumer contentment
is priority to achieving banking goals based on the quality
of services provided by banks to meet the needs of
customers. It is recommended that banks should improve
on the quality of digitalized services in order to increase
the customer base of the bank.
Keywords :
Commercial Banks, Consumer Contentment and Financial Institution Facilities.
Banks across the globe have been experiencing
fast changes in recent years. The banking industry in
particular has benefited greatly from the expansion of
information technology which has allowed for numerous
delivery routes for online consumers and the rapid
resolution of concerns. This study seeks to find out the role
of financial institution facilities in ensuring customer
contentment in commercial banking institutions in
Bamenda-Cameroon. A questionnaire was used in the
study and it was administered to bank employees,
government employees and some business owners. Simple
random sampling technique was employed as a sample
technique and simple linear regression analysis was used
to analyze the data. The population size for this study was
700 and a total of 280 questionnaires were distributed but
254 questionnaires were returned resulting to a sample
size of 254. The findings of this study revealed that
frequent use of ATM cards has a significant positive effect
on consumer contentment, financial institution facilities
also has a positive effect on the consumer contentment and
internet banking has a significant negative effect on
consumer contentment. Digitalization of banking activities
also helps to reduce fraud because information cannot be
altered. The study recommends that financial institution
facilities should involve uploading of documents for
account opening and loan request. Consumer contentment
is priority to achieving banking goals based on the quality
of services provided by banks to meet the needs of
customers. It is recommended that banks should improve
on the quality of digitalized services in order to increase
the customer base of the bank.
Keywords :
Commercial Banks, Consumer Contentment and Financial Institution Facilities.
