An assessment of the factors affecting the adoption of ATM cash deposit services. a case study of ABSA bank Zambia, Lusaka.
Date
2024
Authors
Katuta, Mwila
Journal Title
Journal ISSN
Volume Title
Publisher
The University of Zambia
Abstract
Commercial banks' investments in information technology (IT) have helped to streamline operations, boost competitiveness, and expand the number and quality of services offered. The Automated Teller Machine (ATM) is arguably the most ground-breaking electronic innovation in the world. ATMs are the most extensively used electronic delivery method for banks in Zambia. Cost savings, customer happiness, and competitiveness are the reasons to install and expand the existing ATM network. Despite the availability of good ATM facilities for depositing money, long queues at banks persist during working hours, customers depositing money at the counter to bank tellers. Therefore, the study aimed at assessing the factors affecting the adoption of ATM Cash Deposit Services. The objectives of the study were to determine the effect of perceived usefulness, perceived ease of use, the effect of facilitating conditions and the effect of social influence on consumer’s intentions to adopt ATM cash deposit services. To achieve the objectives, the study conducted a survey of 397 ABSA bank customers. The study used a mixed method research and employed descriptive and causal research designs. Descriptive statistics, logistic regression and Fisher exact test were used for data analysis. From the results, the study found that; lack of knowledge, lack of awareness, easiness of ATMs to use, Trust for ATMs, security and safety of ATMs, and ATM errors, are significant factors that affect customers’ use of ATMs for depositing money. In addition, the study found that having friends who use the ATMs to deposit money had a statistically significant effect on using the ATM for depositing money. Age and Gender were also found to have significant effect on using ATMs for depositing money. The results were statistically significant at 0.05 P-value. The study therefore recommended that; Banks should provide adequate knowledge to customers on how to use ATMs for depositing money; ensure and guarantee the safety of customers when depositing money; regularly changing the quality of notes; and provide adequate information to customers on the safety and reliability of ATMs when depositing money.
Description
Thesis of Master of Business Administration General