Prioritizing Factors Affecting Customers Satisfaction in the Internet Banking Using Artificial Intelligence

Internet banking has revolutionised the way customers interact with their banks, providing them with convenient access to a wide range of financial services from the comfort of their homes or mobile devices. Customer satisfaction the success of an endeavour is contingent upon a vital component internet banking Service provision, as it pertains directly impacts customer retention and loyalty. This research explores the application of artificial intelligence (AI) techniques, specifically random forest and convolutional neural networks (CNN), to prioritise the factors that affect customer satisfaction in internet banking. The study begins with data collection from a diverse sample of internet banking customers, including demographic information, transaction history, and customer feedback. These may include the ease of navigation, the response time of the platform, and the level of trust in the bank's security measures. Furthermore, convolutional neural networks (CNN) are utilised to analyse unstructured data such as customer feedback and reviews. By applying natural language processing techniques, CNN s extract sentiment and topic information from customer comments. This approach can ultimately lead to improved customer retention and loyalty, ensuring the long-term success and competitiveness of internet banking platforms. In conclusion, this study showcases the power of AI, specifically Random Forest and CNN, in prioritising factors affecting customer satisfaction in internet banking. It highlights the significance of using both quantitative and qualitative investigations in order to attain a comprehensive comprehension of customer sentiments and preferences in the digital banking landscape.