Does artificial intelligence (AI) boost digital banking user satisfaction? Integration of expectation confirmation model and antecedents of artificial intelligence enabled digital banking

Heliyon, Journal Year: 2023, Volume and Issue: 9(8), P. e18930 - e18930

Published: Aug. 1, 2023

In the era disruptive technology emergence of artificial intelligence has fundamentally improved banking operations. The execution is no longer discretionary for financial institutions and now it considered an essential tool to meet customer expectations. Although enabled digital faster efficient effective however user acceptance driven by in its initial stages. Therefore, current study develops integrated research framework with expectation confirmation model examines satisfaction AI banking. Data were collected from through structured questionnaire. Overall, 320 respondents approached requested participate survey. return 251 valid responses received analyzed structural equation modeling. Findings indicate that jointly determined confirmation, perceived performance, trendiness, visual attractiveness, problem solving, customization, communication quality revealed substantial variance R^2 51.1% satisfaction. corporate reputation have shown considerable 48.3 Moreover, predictive power Q^2 0.449 predict 0.493 Concerning hypotheses relationships exogenous factors positive significant impact except trendiness customization. Practically, this suggested policy makers should pay attention improving which turn enhance boost user's confidence accept This original as integrates antecedents behavior towards

Language: Английский

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The Artificial Intelligence Revolution in Digital Finance in Saudi Arabia: A Comprehensive Review and Proposed Framework

Sustainability, Journal Year: 2023, Volume and Issue: 15(18), P. 13725 - 13725

Published: Sept. 15, 2023

Artificial Intelligence (AI) has proliferated in the last few years due to vast data we pro-duce daily and available computing power. AI can be applied many different sectors, such as transportation, education, healthcare, banking, finance, among others. The financial industry is rapidly embracing its potential for high-cost savings services. could transform sector by creating opportunities tailored, faster, more cost-effective Saudi Arabia emerging a fast-growing market this with strong commitment technology-driven institutions. While gaining prominence receiving government support, it not yet become critical component enhancing efficiency of transactions. Limited published research on adoption Arabian calls comprehensive literature review examine current state implementation sector. Therefore, study explores benefits, limitations, challenges leveraging highlighting importance ethical regulatory considerations successful This study’s findings reveal that been conducted how improves processes integrating components efficient algorithms tailored industry’s needs. Based these findings, proposes sequential framework at macro micro levels management guide AI’s development integration into Additionally, draws insights from existing provide detailed understanding opportunities, challenges, areas improvement maximize

Language: Английский

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Can Artificial Intelligence (AI) Manage Behavioural Biases Among Financial Planners?

Journal of Global Information Management, Journal Year: 2023, Volume and Issue: 31(2), P. 1 - 18

Published: April 14, 2023

The main novelty of this paper is proposing artificial intelligence (AI) to manage behavioural biases in the financial decision-making process. An empirical study by Kahneman and Tversky identifies evidence investment process: a reversal an established tenet traditional finance. Financial planners are vulnerable therefore unable provide optimal solutions for their clients. Identifying limitations current practice, research attempts address how AI can help subduing proposes adoption planning services circumvent biases. In recent years, has attained significant efficacy proven be efficacious through supervised unsupervised learning. Applying these techniques mitigating biases, confirms that backpropagation within neural network deep reinforcement learning overcome confirmation hindsight

Language: Английский

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Hey chatbot, why do you treat me like other people? The role of uniqueness neglect in human-chatbot interactions

Journal of Strategic Marketing, Journal Year: 2023, Volume and Issue: 32(2), P. 170 - 186

Published: Feb. 11, 2023

Resistance to chatbots is a real challenge that companies must overcome, although they (i.e., chatbots) have several advantages. Based on the stereotype content model, this research seeks understand customer reactions in context of human-chatbot interactions by integrating concept uniqueness neglect as moderator competence bank chatbots. A sample 378 respondents was collected France using snowball sampling technique, and hypotheses were tested SmartPLS. We find chatbot does influence satisfaction, latter which turn affects both recommendation intention continuance intention. Further, we moderates effect satisfaction such stronger (weaker) when low (high). warmth not significant moderating effect. This study among first attempts with offers insightful theoretical managerial implications use academics practitioners alike.

Language: Английский

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Virtual reality: A review and a new framework for integrated adoption

International Journal of Consumer Studies, Journal Year: 2024, Volume and Issue: 48(2)

Published: March 1, 2024

Abstract Scholarly research on virtual reality (VR) is characterized by a dynamic tension between VR's potential and the challenges impeding its adoption. Grounded in mixed‐methods systematic review, this examines drivers influencing consumer VR adoption rigorously combining qualitative quantitative analyses of 158 scholarly articles ranging from 1996 to 2023. Based an extensive analysis literature, we introduce Virtual Reality Integrated Adoption Framework (VRIAF), which first review focusing exclusively This empirically substantiated model integrates key determinants such as attitudes, perceived enjoyment, ease use, social influences, previous user experiences. The identifies four pivotal themes through exploration, further elucidated meta‐analyses weight analyses. These encompass experience environments, role construction design, immersive attributes technologies, ongoing technological advancements patterns. contributes significantly theoretical understanding provides practical insights for professionals. By delineating future directions, study bridges gap exploration application, offering valuable resource both scholars practitioners field VR.

Language: Английский

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Implementing AI in banking customer service: A review of current trends and future applications

International Journal of Science and Research Archive, Journal Year: 2024, Volume and Issue: 11(2), P. 1492 - 1509

Published: April 22, 2024

In the dynamic realm of banking, advent Artificial Intelligence (AI) has catalyzed a transformative shift, redefining paradigms customer service and operational efficiency. This scholarly paper delves into intricate interplay between AI aiming to elucidate multifarious impacts integration within this sector. Anchored in robust thematic analysis an exhaustive literature review, study meticulously navigates through evolution, current applications prospective future with particular focus on enhancing experience addressing challenges. The methodology adopted herein, comprising both qualitative quantitative analyses, facilitates comprehensive exploration AI's role unveiling its potential revolutionize delivery, risk management engagement. findings from investigation underscore significant enhancements metrics attributed AI, alongside emergence personalized banking experiences. Furthermore, illuminates strategic implications for banks adopting technologies, highlighting necessity navigating ethical privacy concerns meticulously. conclusions drawn advocate balanced approach towards adoption, emphasizing imperative ongoing research development, coupled considerations, harness full responsibly. essence, offers synthesis impact providing roadmap explorations domain. It lays down gauntlet leverage judiciously, guiding sector where technology human ingenuity converge redefine banking's essence. recommendations proffered herein importance governance continuous innovation AI-driven banking.

Language: Английский

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Artificial intelligence features and expectation confirmation theory in digital banking apps: Gen Y and Z perspective

Management Decision, Journal Year: 2024, Volume and Issue: unknown

Published: July 4, 2024

Purpose This study aimed to explore the impact of Artificial Intelligence (AI) characteristics, namely Perceived Animacy (PAN), perceived intelligence (PIN), and anthropomorphism (PAI), on user satisfaction (ESA) continuous intentions (CIN) by integrating Expectation Confirmation Theory (ECT), with a particular focus Generation Y Z. Design/methodology/approach Using quantitative method, collected 495 data from Gen (204) Z (291) respondents who were users digital banking apps through structured questionnaires that analysed using PLS-SEM. The latter helped investigate driving forces AI characteristics behavioural as well reveal generation-specific features engagement. Findings revealed PAN PIN have significant positive effects anthropomorphic perceptions apps, which in turn increases usefulness, satisfaction, intentions. In particular, influence these attributes varies across generations; Y’s loyalty is mostly based benefits derived features, whereas places greater value factor AI. marked generational shift demand for services. Research limitations/implications specificity Indian defines scope this study, suggesting demographic geographical boundaries can be broadened future AI-related research. Practical implications results important bank executive officers policymakers developing AI-supported interfaces appeal unique tastes millennial customers, thus emphasising importance personalising functionalities enhance participation loyalty. Originality/value enriches literature combining ECT, offering granular understanding AI’s role modulating young consumers' continuance It underscores strategic imperative cultivating compelling loyalty-inducing environments tailored evolving expectations Generations

Language: Английский

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Unlocking continuous organizational agility: proposing a model through the insight from the Indonesian banking context

Cogent Business & Management, Journal Year: 2024, Volume and Issue: 11(1)

Published: March 27, 2024

Over the vast list to resolve, Indonesian banking sector has proven its capabilities strive and succeed in post-crisis existence. Since it indicates continuous organizational agility, this study proposes redefining strategic management practices through literature exploration semi-structured interviews sustain agility. To confirm valuable insights provided by literature, were conducted with five bank practitioners a representative of regulator who possesses relevant expertise experience topic area, providing nuance relevance conceptualizing agility factual sector. The results highlight importance cultivating across entrepreneurial leadership, digital culture, capability, arguing for using routine dynamics stability change while dynamic efficient proposed model aims provide an initial attempt stimulate discussion further investigation on subject that empowers maintain continuously recognize need future studies enhance understanding area gained significant interest recent years due rapid environmental changes.

Language: Английский

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Digital financial consumers' decision-making: a systematic literature review and integrative framework

International Journal of Bank Marketing, Journal Year: 2024, Volume and Issue: 42(7), P. 1978 - 2022

Published: July 5, 2024

Purpose This study aims to systematically review the literature on digital consumers’ decision-making in banking, financial services and insurance (BFSI) sector proposes an integrative framework. Design/methodology/approach By combining databases such as Web of Science Elton B. Stephens Company (EBSCO), we identified, analyzed synthesized 53 peer-reviewed empirical articles that explore connection between solutions BFSI various phases constructs consumer process. We examined dependent variables (DVs) used operationalize decision-making, performed a thematic analysis papers proposed Findings The reviewed have garnered more attention from marketing researchers than or artificial intelligence scholars, often employing traditional behavioral experimental methodologies several limitations. identified 38 DVs with most frequently recurring being “Intention use,” “Utilization,” “Satisfaction,” “Perceived usefulness” “Trust.” propose framework groups these into three main clusters: subjects’ perceptions, user experience adoption/usage choice. systematic highlights increasing importance emotion recent decades underscores difficulty establishing where relationships are direct unidirectional, economic theories assume. Originality/value To best authors’ knowledge, this is first provide comprehensive understanding research methods impact sector. Further, can offer new perspective for research.

Language: Английский

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ETHICAL IMPLICATIONS OF AI IN FINANCIAL DECISION – MAKING: A REVIEW WITH REAL WORLD APPLICATIONS

International Journal of Applied Research in Social Sciences, Journal Year: 2024, Volume and Issue: 6(4), P. 608 - 630

Published: April 17, 2024

This study delves into the ethical implications of Artificial Intelligence (AI) in financial decision-making, exploring transformative impact AI technologies on services sector. Through a comprehensive literature review, research highlights dual nature AI's integration finance, showcasing both its potential to enhance operational efficiency and decision accuracy challenges it introduces. These include concerns over data privacy, algorithmic bias, for systemic risks, underscoring need robust frameworks regulatory standards. The emphasizes importance multidisciplinary approach development deployment, advocating collaboration among technologists, ethicists, policymakers, end-users ensure that are aligned with societal values principles. Future directions identified, focusing adaptive guidelines, methodologies embedding principles systems, investigation long-term market dynamics consumer behaviour. contributes valuable insights offering recommendations ensuring utilized manner is ethically sound conducive advancement industry. Keywords: Intelligence, Financial Decision-Making, Ethical Implications, Algorithmic Bias, Data Privacy, Regulatory Standards, Multidisciplinary Approach.

Language: Английский

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