The Impact of Artificial Intelligence Applications on Financial Services quality and Financial Performance: Evidence from the Egyptian Bank Sector

The present study aimed to examine the impact of Artificial Intelligence (AI) applications (Expert Systems, Genetic Algorithms, Artificial Neural Networks, Intelligent Agents) on Financial Services quality dimensions (Tangibility, Reliability, Responsiveness, Assurance, Empathy) and Financial Performance in the Egyptian bank sector. The researchers designed a questionnaire to collect data from the research sample which was represented in (384) employees from the Egyptian bank sector. The researchers used online survey through snowball sample. Data were analyzed by SEM (structural equation modeling) using Smart PLS 4.0 and IBM SPSS 26 software. The results found that AI applications affect financial services quality except there is no significant effect of Artificial Neural Networks on Tangibility and Reliability. Besides, there wasn’t any significant effect of Intelligent Agents on Responsiveness, Thus, H1 was partially supported. Moreover, the results illustrated that AI applications affect financial performance for the Egyptian bank sector. Therefore, H2 was supported.