DEVELOPMENT OF AI IN THE FINANCE AND BANKING INDUSTRY : ANALYSIS OF EFFECTS FOR CUSTOMERS AND IMPROVED BANKING SERVICES

• Main Author: Qanita Prijambodo, Mutiara
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/85780
• Institution: Institut Teknologi Bandung

Artificial Intelligence (AI) encompasses a range of technologies, including computer vision, natural language processing, and machine learning, that work together to analyze data, improve decision-making, and automate processes. In the banking sector, AI is commonly used to improve customer service, strengthen security, and offer personalized financial solutions. This study aims to examine the extent to which customers feel comfortable using AI-based services. The research method used involves descriptive statistics and two simple regression analyses to analyze data collected through a structured questionnaire. The main objective of this study is to understand customers’ views on the integration of AI in banking services and to improve future AI-based banking services based on these customer approaches. The results show that while customers generally appreciate the efficiency and personalization provided by AI, concerns regarding data security still persist. This study emphasizes the importance for banks to address data security issues while improving AI tools to better meet customer needs and improve satisfaction. Discussion and limitations of this study are presented further in this study.