ARTIFICIAL INTELLIGENCE AND CUSTOMER EXPERIENCE IN NIGERIAN BANKING SECTOR

OZIMS EKWUTOSI

doi:10.70382/sjaass.v10i2.061

Authors

OZIMS EKWUTOSI, PhD Department of Management, Faculty of Management Sciences, Imo State University, Owerri, Imo State Nigeria Author

DOI:

https://doi.org/10.70382/sjaass.v10i2.061

Keywords:

Artificial Intelligence (AI), customer experience, service automation, customer satisfaction

Abstract

This study investigates the impact of artificial intelligence (AI) adoption on customer experience within the Nigerian banking sector, focusing on public and private banks in Owerri, Imo State. The research aims to explore the relationship between service automation and customer satisfaction, as well as the influence of AI on customer retention. Data was collected through 300 questionnaires, with 260 valid responses analyzed. The findings reveal a significant positive correlation between automation and customer satisfaction. Additionally, chatbots has been shown to improve customer retention rates by providing personalized and efficient banking services. It was concluded that the achievement of positive customer experience is dependent on the adoption of artificial intelligence in the banking sector. The study recommends that banks should invest in service automation to enhance customer satisfaction and improve operational efficiency.