User Satisfaction in Digital Banking Through Artificial Intelligence

In era of disruptive technology, artificial intelligence (AI) is transforming how people carry out everyday tasks, including business transactions. As traditional business and transaction processes are being reshaped by digital disruption, discussions surrounding the evolution of digital banking (DB) have taken center stage in the industry. AI is becoming a necessary tool for financial institutions to fulfill changing consumer expectations and improve operational efficiency. This study aims to understand how several critical factors influence user satisfaction and provide insights for enhancing digital banking services. Data was collected using the purposive sampling method using questionnaires distributed to a diverse sample of digital banking users in Indonesia. Digital banking continues to evolve and expand in Indonesia since it has been driven by the positive response and demands from public increases drastically since Covid-19 pandemic. With the growth of digital banking, it is important to know the factors that increase user satisfaction to improve digital banking. This research investigates user satisfaction in digital banking within the Indonesian banking sector, focusing on the roles of AI. The use of AI has improved banking operations, especially in meeting customer satisfaction. Eight hypotheses are proposed to examine these relationships. The analysis was conducted using SmartPLS to evaluate the relationships between AI and user satisfaction. The findings reveal significant impacts of AI on user satisfaction, offering valuable recommendations for digital banks to optimize their digital banking strategies.