The Impact of Artificial Intelligence on Customer Satisfaction in Digital Banking

Abstract

Artificial Intelligence (AI) has become an integral component of digital banking, enabling financial institutions to enhance customer experiences through personalized services, automated support, fraud detection, and intelligent decision-making. This study examines the impact of Artificial Intelligence on customer satisfaction in digital banking using secondary data obtained from published reports, journal articles, industry surveys, and banking statistics. The study adopts a descriptive and analytical research design to evaluate the relationship between AI adoption and customer satisfaction indicators. Secondary data from recent studies, banking reports, and digital banking surveys are analyzed through percentage analysis, trend analysis, and comparative analysis. The findings indicate that AI-driven services such as chatbots, virtual assistants, personalized recommendations, and automated customer support contribute significantly to customer convenience, service quality, transaction security, and overall satisfaction. The study highlights the growing role of AI in transforming banking services and enhancing customer engagement. The research provides valuable insights for banking institutions, policymakers, and researchers regarding the effective implementation of AI technologies to strengthen customer satisfaction and loyalty in the digital banking ecosystem.

Keywords: Artificial Intelligence, Digital Banking, Customer Satisfaction, Chatbots, Service Quality.

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