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Artificial Intelligence in the Saudi Arabian Banking Sector: Role in Customer Satisfaction and Its Implementation Challenges

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  • Abdulaziz Alotaibi

Abstract

The study aimed to examine the impact of artificial intelligence on customer satisfaction and the challenges Saudi Arabian banks face in implementing this cross-cutting technology. The study used a survey design and collected responses from 100 participants, mainly bank customers and bank officials. The result revealed that artificial intelligence (AI) is positively and significantly correlated with customer satisfaction (CS). This suggests that customer satisfaction tends to rise in tandem with the application of AI in banking. The mediation analysis result showed that Ease of Use only mediates 9.82% of the relationship between AI and CS, and it is not statistically significant (β=0.0607 (95% Cl- -.0246, .146), z=1.39, p=0.163. The study provides practical insights for Saudi Arabian banks, highlighting the need to enhance the adoption of AI to promote customer satisfaction. It also outlines frameworks for minimizing challenges and barriers against the implementation of AI, including promoting data security and customer privacy.

Suggested Citation

  • Abdulaziz Alotaibi, 2024. "Artificial Intelligence in the Saudi Arabian Banking Sector: Role in Customer Satisfaction and Its Implementation Challenges," International Journal of Business and Management, Canadian Center of Science and Education, vol. 19(5), pages 172-172, September.
    • Handle: RePEc:ibn:ijbmjn:v:19:y:2024:i:5:p:172
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    References listed on IDEAS

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    4. Krijger, Joris, 2023. "Operationalising ethics for AI in the financial industry: Insights from the Volksbank case study," Journal of Digital Banking, Henry Stewart Publications, vol. 8(3), pages 220-241, December.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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