A STUDY ON FACTORS THAT INFLUENCE CUSTOMER PREFERENCE OF THE ADOPTION OF CARDLESS TECHNOLOGY FOR WITHDRAWALS: SPECIAL REFERENCE FOR BANKS IN BATTICALOA.

Abstract

This study aims to investigate the factors that influence customer preference of the adoption of cardless technology for withdrawals among customers in Batticaloa District, Sri Lanka. Cardless technology offers a superior solution to traditional cash delivery methods. Cardless technology for withdrawals are the new mechanism to boost technology development in bank sector. In addition to this, the researcher identified the level of these variables, their impact, and the relationship between them. While there has been a lack of research conducted in this area, this study focuses on 384 customers as the sample group who using cardless technology for withdrawals. The collected questionnaires were analyzed using (SPSS 25.0 Version). The findings of the study indicate that all the variables studied are significant factors that influence customer preference of cardless technology for withdrawals, including perceived usefulness, perceived ease of use, perceived security and customer trust. The study reveals that perceived usefulness, perceived ease of use, perceived security and customer trust play a crucial role in influencing customer preference of cardless technology for withdrawals. Customer preferred cardless technology for withdrawals due to its usefulness over the card system. It is easily accessible technology among consumers, perceived security reduces risk about the cardless technology among consumers. The findings suggest that customer trust could be a powerful tool to influence customer preference of cardless technology for withdrawals among customers in Batticaloa. Moreover, this study provides valuable insights into the factors that influence customer preference of cardless technology for withdrawals among customers in Batticaloa. The results of the study suggest that perceived usefulness, perceived ease of use, perceived security and customer trust are all significant factors that banks should consider to influence customer preference of cardless technology for withdrawals.