AI-Powered Banking Assistants: Enhancing Customer Service with Technology

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dc.contributor.authorOmer Aftab Qureshi
dc.contributor.authorStephen Wilkins
dc.contributor.authorHuda Iqbal
dc.date.accessioned2025-05-31T13:40:35Z
dc.date.available2025-05-31T13:40:35Z
dc.date.issued2025
dc.description.abstractThis research aimed to examine how the quality of chatbot services affects customer satisfaction in the banking sector. The research determined a sample size of twenty-five, which was deemed adequate to attain data saturation within a longitudinal time frame. This research used an exploratory, qualitative inductive approach and a non-probability, stratified purposeful sampling method based on age categories. From the collected data, twenty-seven themes and sub-themes were identified, leading to 7 overall dimensions. The research could be expanded to encompass diverse target markets, innovative strategies, alternative media channels, and additional countries. This research added value by extending TAM 2 model in terms of customer satisfaction and customer experience. The output of this research resulted in the creation of a conceptual framework that addressed present constraints while proposing opportunities for future research.
dc.identifier.citationQureshi, O.A., Wilkins, S., Iqbal, H. (2025). AI-Powered Banking Assistants: Enhancing Customer Service with Technology. In: Al Marri, K., Mir, F.A., Awad, A., Abubakar, A. (eds) BUiD Doctoral Research Conference 2024. BDRC 2024. Lecture Notes in Civil Engineering, vol 587. Springer, Cham. https://doi.org/10.1007/978-3-031-84371-6_4
dc.identifier.isbnHB: 9783031843709 eBook: 9783031843716
dc.identifier.urihttps://bspace.buid.ac.ae/handle/1234/3165
dc.language.isoen
dc.publisherSpringer Cham
dc.relation.ispartofseriesLecture Notes in Civil Engineering; 587
dc.titleAI-Powered Banking Assistants: Enhancing Customer Service with Technology
dc.typeBook chapter
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