AI-POWERED PERSONALIZED BANKING: UNRAVELING ITS IMPACT ON CUSTOMER TRUST AND SATISFACTION ACROSS DIVERSE DEMOGRAPHICS

Customers now interact in a different way due to the development of AI-driven tailored banking services, which deliver individualized financial assistance. The impact these services have on consumer trust and pleasure, particularly through a range of demographics, has not been thoroughly explored. This study aims to determine whether there is a meaningful difference in trust between users of and non-users of AI-based banking services. Furthermore, the analysis explores the effects that demographic features including age, gender, and income have on customer satisfaction with these services. In addition, the study examines how customer trust acts as a mediator in the liaison between AI-based banking services and satisfaction. Data was gathered through the use of surveys and analyzed using structural equation modeling (SEM). Knowing these relationships can help banks looking to strengthen customer loyalty through effective optimization of their AI-powered methods. This study aims to fully explain how AI-powered services foster trust and customer satisfaction, through an exploration of customer experiences across different demographic segments, thus providing the banking industry with actionable insights.