AI in Service Quality of Management in Private Sector Banks

Abstract

Artificial Intelligence (AI) has increasingly become a pivotal force in enhancing service quality within private sector banks. The implementation of AI technologies in banking operations has significantly improved customer experience through personalized services, fraud detection and prevention, process automation, predictive analytics, decision-making, risk management, operational efficiency, and compliance with regulatory standards. The primary objectives of this study are to analyze the socio-economic background of customers in private sector banks, examine customer switching intentions influenced by AI, and explore the relationship between service quality dimensions and the satisfaction. The study employs analytical tools such as percentage analysis, ranking, the Weighted Average Method, and chi-square analysis. The findings reveal a significant association between the duration of customer relationships and overall satisfaction with service quality in private sector banks. While customer satisfaction levels are deemed satisfactory, the study indicates that banks have not yet fully harnessed the potential of AI. There is a need for improvement in service quality by adopting advanced technologies to enhance efficiency and customer experience.