Impact of AI-enabled e-banking services on customer satisfaction: A comparative study of selected public and private sector banks
Keywords:
E-Banking, Artificial Intelligence, Customer Satisfaction, Service Quality, Consumer Loyalty, Digital Banking, AI AdoptionAbstract
This study examines the impact of AI-enabled e-banking services on customer satisfaction with a comparative analysis of selected public and private sector banks. The research focuses on how service quality dimensions and AI-technology acceptance factors influence customer satisfaction and loyalty. Primary data were collected from 70 respondents using a structured questionnaire, supported by secondary data from existing literature. The study adopts a descriptive and comparative research design, along with regression analysis to evaluate the influence of security, reliability, convenience, and AI-driven services. The findings reveal that private sector banks perform better in terms of technological efficiency, responsiveness, and AI adoption, while public sector banks maintain stronger customer trust and reliability. AI-enabled services such as chatbots, personalization, and fraud detection significantly enhance customer experience and satisfaction. The study concludes that integrating AI with service quality is essential for improving customer satisfaction and achieving competitive advantage in the evolving digital banking environment.
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