Exploring the Impact of AI-Powered Chatbots in Banking Services

The study aims to examine how using bank chatbots affects customer satisfaction. It also aims to investigate how customer satisfaction impacts trust and bank reputation. In India, 324 clients who have utilized chatbots for financial transactions are participating in a survey. To investigate the associations between variables, the study using structural equation modeling (SEM). AMOS and SPSS 21 were used for data analysis. Customer satisfaction in using chatbots is significantly influenced by expectations, perceived performance, perceived trust, and business reputation. This study had a limited sample size, and the data was gathered via a structured questionnaire using the convenience and snowball sampling techniques. Hence, it is not possible to generalize the results to all over India. The results offer new perspectives on the channels through which banking services are delivered, which could be helpful to experts, scholars, bank executives, product development teams and design teams. The aim of this study is to raise community knowledge and provide them with information on chatbots, which should make their life easier.