BANKING IN THE AGE OF AI AND FINTECH: EFFECTS ON OPERATIONAL EFFICIENCY AND WORKFORCE – EVIDENCE FROM BANK EMPLOYEES

The expeditious adoption of artificial intelligence (AI) and Fintech in the banking industry has marked a consistent interest in its capability to remodel operational processes and workforce dynamics. This study intends to throw light on the impact of AI and Fintech on operational efficiency banks and their workforce, with a specific focus on empirical evidence from bank employees. The data was collected from 264 respondents from different banks, a convenience sampling method was used for selecting the respondents. Factor Analysis, Regression and Percentage Analysis have been used to analyze the data. The results of this study indicate that technological impact on service quality enhancement, workforce dynamics, and cost and risk management are the factors associated with enhancing the operational efficiency of the banks and their employees