Article
Impact of AI-Driven Financial Services on Customer Trust and Retention: An Empirical Study of the Banking Sector in Chikkaballapura District
In this study, it is analysed how financial services provided by the use of Artificial Intelligence (AI) impacts on the satisfaction and retention of customers in the bank in Chikkaballapura District. It is all about customer perceptions, trust, satisfaction and retention with AI banking services. The data were collected from 150 customers of bank under primary data were collected by using a structured questionnaire and analysis is done by using ANOVA. Overall, the customers' perception of the AI services was positive, and no significant difference (p > 0.05) was found between the opinion of the respondents. AI banking services are seen as trustworthy, secure, convenient, and beneficial to banking experiences by customers. Finally, the study finds that AI has a key part to play in improving customer trust, satisfaction and retention. It implies enhanced cybersecurity, customer awareness and transparency, and innovations focused on the customer in the banking industry when it comes to AI.