Impact of Artificial Intelligence (AI) In Banking Sector: A Customer Perspective

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Published: 2025-11-26
DOI: https://doi.org/10.15662/IJRPETM.2025.0806012
Keywords:
Artificial intelligence adoption, banking sector, customer comfort, digital transformation, chatbot services, customer trust, data privacy, financial services

Main Article Content

Mansi Vora
ASBM Student, Alard University, Pune, India
Prof. Sneha Vadavi
Research Guide, ASBM, Alard University, Pune, India
Dr Samrat Ray
Dean, School of Management, Alard University, Pune, India

Abstract

Artificial intelligence (AI) is changing how clients interact with banks. AI-generated tools, such as chatbots, may detect fraud more quickly than human teams and respond to common questions in a matter of seconds. Artificial Intelligence (AI) has emerged as an essential tool in current banking, revolutionising the provision of services and the way clients engage with financial institutions. This study looks at how AI is affecting the banking industry from the viewpoint of the consumer, emphasising usage trends, happiness, trust, and the main obstacles to AI adoption. The research work is centred on secondary data from previously published works as well as analytical conclusions, such as driving power and dependence power analyses of the variables affecting the use of AI. The findings show that although consumers like the comfort, speed, and accessibility provided by AI tools like chatbots, several problems, including a lack of personalisation, a restricted capacity for problem-solving, and technical difficulties, significantly lower customer happiness and confidence. These fundamental issues act as significant obstacles to the broader use of AI services. Overall, AI has great potential to transform financial services, but its success depends on ongoing development that is in line with consumer expectations.

Article Details

Issue

Vol. 8 No. 6 (2025): International Journal of Research Publications in Engineering, Technology and Management

Section

Articles

How to Cite

Impact of Artificial Intelligence (AI) In Banking Sector: A Customer Perspective. (2025). International Journal of Research Publications in Engineering, Technology and Management (IJRPETM), 8(6), 13110-13118. https://doi.org/10.15662/IJRPETM.2025.0806012

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