The usage of cash deposit machines: An empirical analysis of identifying determinant factors

Abstract

Banks in Sri Lanka have launched a new generation of machines facilitating cash deposits that are credited instantly to accounts. The purpose of this paper is to identify the factors that influence the customers’ level of cash deposit machines (CDMs) usage. The Technology Acceptance Model (TAM) was used to accomplish the purpose of the research. The study used primary data in the form of a structured questionnaire covering the variables of TAM. Correlational analysis was used to demonstrate the constructed hypotheses among the variables, and multiple linear regression was used to measure the impact of customer attitude towards the usage of CDM. Results from the analysis indicated that reliability, perceived ease of use, perceived risk and perceived usefulness were significant factors, whereas the security factor was considered less significant concerning the use of CDMs. The contribution of this research is related to the analysis from a theoretical and empirical perspective of the customer attitude towards the usage of CDM. The practical implications drawn from this study will be useful to bank managers, marketing experts and advertising executives in providing good quality services promoting CDM, whilst developing grievance settlement to build trust among customers, enabling extensive usage.