Sustainable Digital: AI Applications in Modern Banking Services
Sustainable Digital: AI Applications in Modern Banking Services |
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| © 2025 by IJETT Journal | ||
| Volume-73 Issue-10 |
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| Year of Publication : 2025 | ||
| Author : Mohd Arif Hussain, Sudha Vemaraju, Sarvani Kocherlakota | ||
| DOI : 10.14445/22315381/IJETT-V73I10P125 | ||
How to Cite?
Mohd Arif Hussain, Sudha Vemaraju, Sarvani Kocherlakota,"Sustainable Digital: AI Applications in Modern Banking Services", International Journal of Engineering Trends and Technology, vol. 73, no. 10, pp.327-343, 2025. Crossref, https://doi.org/10.14445/22315381/IJETT-V73I10P125
Abstract
The banking sector in this tech era provides digital services enabled by Artificial Intelligence (AI) technology to gain a competitive advantage and offer customized and personalized banking services. Focusing on sustainable development and leveraging new technologies is essential to digitalize banking services. The study intends to demonstrate exactly how AI technology has a noteworthy influence on customer satisfaction and loyalty in digital banking for long-term growth and environmental sustainability. The desired outcome of the study is the development of a conceptual model by applying the Technology Acceptance Model (TAM) theory that connects these themes through a theoretical framework with the modified service quality dimensions (Reliability, Assurance, Customization, Empathy, and Responsiveness) and the altered AI technology acceptance elements (Perceived usefulness, Perceived ease of use, Perceived risk, Perceived trust, and Perceived benefit). The study gathered 278 valid responses from banking customers using a purposive sampling strategy and a structured questionnaire. Software tools SMARTPLS4 and SPSS29 are used to measure the model. The findings indicate that the altered AI technology factors and service quality aspects are fulfilling the threshold limits of respective statistical tests conducted in the study, resulting in improved user satisfaction and encouraging users to keep using AI-enabled digital banking. This research explores future directions, develops a model and theory, and offers helpful advice to researchers, practitioners, and environmentalists to enhance digital banking research and environmental sustainability.
Keywords
Artificial Intelligence, Sustainability, Technology Acceptance Model, Service Quality Dimensions, Customer Loyalty.
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