ARTIFICIAL INTELLIGENCE (AI) - DRIVEN SERVICE DELIVERY AND CUSTOMER SATISFACTION OF BANKS IN RIVERS STATE

Abstract

In recent times many Nigerian banks are deploying Artificial Intelligence (AI) technologies in their banking operations. Some are using AI chat-bots in their customer service delivery. This study therefore investigates the relationship between AI- driven service delivery and customer satisfaction of banks in Rivers state. The theoretical foundation of the study was anchored on the Technology Acceptance Model and Diffusion of Innovation Theory. The study used cross section survey technique in administering self-completing questionnaire on 210 respondents, who were customers of the seven banks that were reported to have deployed AI chat-bots in their banking operations. The data analysis that was carried out using Spearman rank order correlation indicates that the three dimensions of AI- Driven service delivery (Information Quality, System Quality and Service Quality) had significant and positive effect on Customer Satisfaction of the studied banks. The study recommends the use of AI chat-bots in customer service delivery.