The Impact of Artificial Intelligence (AI) on the Quality of Service and Customer Experience in the Banking Sector

Abstract

The banking industry is experiencing fierce competition as a result of global economic integration, leading to an unstable and delicate environment. Banks have the responsibility of handling loan applications and ensuring the security of financial transactions. Customers are increasingly expecting higher service quality and better experiences. Technological progress, namely in the field of AI, has played a crucial role in meeting these requirements. AI technologies have fundamentally revolutionised banking operations, encompassing tasks such as loan processing and client interactions, with the goal of enhancing service quality and customer pleasure. The goal of this study was to assess the influence of AI integration on the quality of service in the banking industry. The study employed a mixed-method methodology, incorporating surveys, interviews, paired t-tests, and regression analysis. The findings indicate that AI has a substantial effect on improving service quality, particularly in the banking sector's service delivery. The results confirm the idea that the incorporation of AI significantly enhances the quality of service offered by banks.