AI-Powered Banking Assistants: Enhancing Customer Service with Technology
This research aimed to examine how the quality of chatbot services affects customer satisfaction in the banking sector. The research determined a sample size of twenty-five, which was deemed adequate to attain data saturation within a longitudinal time frame. This research used an exploratory, quali...
محفوظ في:
| المؤلف الرئيسي: | |
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| مؤلفون آخرون: | , |
| منشور في: |
2025
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| الوصول للمادة أونلاين: | https://bspace.buid.ac.ae/handle/1234/3165 |
| الوسوم: |
إضافة وسم
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| _version_ | 1862980620776374272 |
|---|---|
| author | Omer Aftab Qureshi |
| author2 | Stephen Wilkins Huda Iqbal |
| author2_role | author author |
| author_facet | Omer Aftab Qureshi Stephen Wilkins Huda Iqbal |
| author_role | author |
| dc.creator.none.fl_str_mv | Omer Aftab Qureshi Stephen Wilkins Huda Iqbal |
| dc.date.none.fl_str_mv | 2025-05-31T13:40:35Z 2025-05-31T13:40:35Z 2025 |
| dc.identifier.none.fl_str_mv | Qureshi, O.A., Wilkins, S., Iqbal, H. (2025). AI-Powered Banking Assistants: Enhancing Customer Service with Technology. In: Al Marri, K., Mir, F.A., Awad, A., Abubakar, A. (eds) BUiD Doctoral Research Conference 2024. BDRC 2024. Lecture Notes in Civil Engineering, vol 587. Springer, Cham. https://doi.org/10.1007/978-3-031-84371-6_4 HB: 9783031843709 eBook: 9783031843716 https://bspace.buid.ac.ae/handle/1234/3165 |
| dc.language.none.fl_str_mv | en |
| dc.publisher.none.fl_str_mv | Springer Cham |
| dc.relation.none.fl_str_mv | Lecture Notes in Civil Engineering; 587 |
| dc.title.none.fl_str_mv | AI-Powered Banking Assistants: Enhancing Customer Service with Technology |
| dc.type.none.fl_str_mv | Book chapter |
| description | This research aimed to examine how the quality of chatbot services affects customer satisfaction in the banking sector. The research determined a sample size of twenty-five, which was deemed adequate to attain data saturation within a longitudinal time frame. This research used an exploratory, qualitative inductive approach and a non-probability, stratified purposeful sampling method based on age categories. From the collected data, twenty-seven themes and sub-themes were identified, leading to 7 overall dimensions. The research could be expanded to encompass diverse target markets, innovative strategies, alternative media channels, and additional countries. This research added value by extending TAM 2 model in terms of customer satisfaction and customer experience. The output of this research resulted in the creation of a conceptual framework that addressed present constraints while proposing opportunities for future research. |
| id | budr_e2a1037f3ea2d7aa9cb90c5460b04eae |
| identifier_str_mv | Qureshi, O.A., Wilkins, S., Iqbal, H. (2025). AI-Powered Banking Assistants: Enhancing Customer Service with Technology. In: Al Marri, K., Mir, F.A., Awad, A., Abubakar, A. (eds) BUiD Doctoral Research Conference 2024. BDRC 2024. Lecture Notes in Civil Engineering, vol 587. Springer, Cham. https://doi.org/10.1007/978-3-031-84371-6_4 HB: 9783031843709 eBook: 9783031843716 |
| language_invalid_str_mv | en |
| network_acronym_str | budr |
| network_name_str | The British University in Dubai repository |
| oai_identifier_str | oai:bspace.buid.ac.ae:1234/3165 |
| publishDate | 2025 |
| publisher.none.fl_str_mv | Springer Cham |
| repository.mail.fl_str_mv | |
| repository.name.fl_str_mv | |
| repository_id_str | |
| spelling | AI-Powered Banking Assistants: Enhancing Customer Service with TechnologyOmer Aftab QureshiStephen WilkinsHuda IqbalThis research aimed to examine how the quality of chatbot services affects customer satisfaction in the banking sector. The research determined a sample size of twenty-five, which was deemed adequate to attain data saturation within a longitudinal time frame. This research used an exploratory, qualitative inductive approach and a non-probability, stratified purposeful sampling method based on age categories. From the collected data, twenty-seven themes and sub-themes were identified, leading to 7 overall dimensions. The research could be expanded to encompass diverse target markets, innovative strategies, alternative media channels, and additional countries. This research added value by extending TAM 2 model in terms of customer satisfaction and customer experience. The output of this research resulted in the creation of a conceptual framework that addressed present constraints while proposing opportunities for future research.Springer Cham2025-05-31T13:40:35Z2025-05-31T13:40:35Z2025Book chapterQureshi, O.A., Wilkins, S., Iqbal, H. (2025). AI-Powered Banking Assistants: Enhancing Customer Service with Technology. In: Al Marri, K., Mir, F.A., Awad, A., Abubakar, A. (eds) BUiD Doctoral Research Conference 2024. BDRC 2024. Lecture Notes in Civil Engineering, vol 587. Springer, Cham. https://doi.org/10.1007/978-3-031-84371-6_4HB: 9783031843709 eBook: 9783031843716https://bspace.buid.ac.ae/handle/1234/3165enLecture Notes in Civil Engineering; 587oai:bspace.buid.ac.ae:1234/31652025-05-31T13:40:36Z |
| spellingShingle | AI-Powered Banking Assistants: Enhancing Customer Service with Technology Omer Aftab Qureshi |
| title | AI-Powered Banking Assistants: Enhancing Customer Service with Technology |
| title_full | AI-Powered Banking Assistants: Enhancing Customer Service with Technology |
| title_fullStr | AI-Powered Banking Assistants: Enhancing Customer Service with Technology |
| title_full_unstemmed | AI-Powered Banking Assistants: Enhancing Customer Service with Technology |
| title_short | AI-Powered Banking Assistants: Enhancing Customer Service with Technology |
| title_sort | AI-Powered Banking Assistants: Enhancing Customer Service with Technology |
| url | https://bspace.buid.ac.ae/handle/1234/3165 |