Affiliation:
1. Karunya Institute of Technology and Science, India
2. Christian Medical College, India
3. University of Maryland, USA
Abstract
The study aims to assess customer satisfaction and trust in autonomous artificial intelligence (AAI) systems within the banking sector. Its primary objectives include exploring factors contributing to customer trust in AAI, investigating preferences for AI-driven features in banking, and determining the impact of AAI on perceived service quality. The research, adopting a descriptive design, employs both qualitative and quantitative methods. A survey, distributed to customers of leading banks in India, particularly in Tamil Nadu, with a sample size of 213, utilizes simple random and convenient sampling. Results highlight customer preferences for customized services, financial advice, and automation in banking. The implementation of AAI is perceived positively, especially in terms of transparency in processes like loans, account management, and more. Practical implications include helping banks understand customer expectations, identify weaknesses in AAI features, and enhance service quality in Tamil Nadu.