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Navigating the Future: Exploring the Nexus between Robo-Advisor Service Quality and Customer Satisfaction

Author

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  • Muhammad Azman Ibrahim
  • Rafiatul Adlin Mohd Ruslan
  • Mohamad Fariz Abdullah
  • Arman Hj Ahmad

Abstract

Despite the plethora of research studies conducted on service quality and customer satisfaction in the realm of artificial intelligence, there remains a significant gap in the literature when it comes to robo advisors. Robo advisors, automated platforms that provide algorithm-based financial advice and investment management, are gaining popularity as an alternative to traditional financial advisors. Numerous research studies have been conducted concerning service quality and customer satisfaction in the context of artificial intelligence, yet none have specifically addressed robo-advisors. This research aims to fill the gap and shed light on the crucial aspects of service quality and customer satisfaction within the context of robo advisors. The study will examine the key determinants of service quality offered by robo advisors, considering factors such as the accuracy of financial advice, user interface design, response time, transparency, and communication efficiency. Furthermore, the research seeks to investigate the factors influencing customer satisfaction in their interactions with robo advisors. It will explore the users' perception of robo advisors' reliability, trustworthiness, personalized experience, and the level of control they have over their investments. The outcomes of this research are expected to contribute valuable insights into understanding the strengths and weaknesses of robo-advisors concerning service quality and customer satisfaction. This study is expected to benefit financial service providers, policymakers, and investors by identifying the areas of improvement for robo advisors and enhancing the overall customer experience.

Suggested Citation

  • Muhammad Azman Ibrahim & Rafiatul Adlin Mohd Ruslan & Mohamad Fariz Abdullah & Arman Hj Ahmad, 2023. "Navigating the Future: Exploring the Nexus between Robo-Advisor Service Quality and Customer Satisfaction," Information Management and Business Review, AMH International, vol. 15(3), pages 351-358.
    • Handle: RePEc:rnd:arimbr:v:15:y:2023:i:3:p:351-358
    DOI: 10.22610/imbr.v15i3(SI).3491
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