Does artificial intelligence (AI) boost digital banking user satisfaction? Integration of expectation confirmation model and antecedents of artificial intelligence enabled digital banking

Alnaser, Feras Mi; Rahi, Samar; Alghizzawi, Mahmoud; Ngah, Abdul Hafaz

doi:10.1016/j.heliyon.2023.e18930

Cited by 21 publications

(6 citation statements)

References 58 publications

(71 reference statements)

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“…However, investigating the factors that influence the use of fintech services is considered a critical process for improving and developing fintech services (Khuong et al, 2022). Recently, the government of Jordan has established the eFAWATEERcom mobile app, which is incredibly well-liked there and helps Jordanians process, store, and manage their financial services (Carlin et al, 2017;Rahi et al, 2023). However, little effort has been considered to measure the effectiveness of using fintech mobile apps provided by the government and its affected variables, especially in Middle Eastern countries such as Jordan, as asserted by (Alhanatleh et Nevertheless, many people are still under the hazard of information security from a tremendous domain of threats.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The role of cybersecurity awareness is represented in the behavior and attitude of users toward adopting or using new technology (Calderwood & Popova, 2019). Positively aware users can determine the degree of use of mobile services by public institutions, as empirically examined in the government sector (Alhanatleh et al, 2022;Rahi et al, 2023). In the setting of MFS, users decide to download, have, and use MFS depending on their awareness and knowledge of its benefits, risks, and threats, as confirmed by (Reddick & Zheng, http://dx.doi.org/10.21511/imfi.21 (1).2024.32 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

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Enhancing the public value of mobile fintech services through cybersecurity awareness antecedents: A novel framework in Jordan

Alhanatleh,

Khaddam,

Abudabaseh

et al. 2024

Investment Management and Financial Innovations

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The study aimed to link cybersecurity awareness and its antecedents to discover the level of public value of using mobile financial services from the perspective of ‘citizens in the government context in Jordan. The quantitative approach was customized to serve the purposes of this study. A convenience sampling method was used based on 550 e-survey Jordanians from whom data were collected. A total of 449 responses were used in the analysis process. A structural equation model was specified to evaluate the developed research model. The results revealed that all hypotheses are accepted at less than P&lt;0.001, cybersecurity awareness and predictions of financial services systems play a significant role in determining the use of financial services systems and generating the value of using financial services. Moreover, combining cybersecurity awareness with public value theory is an important approach to measure the performance of government institutions, especially in the financial services industry. Therefore, these results can be used to develop financial services and meet Jordanians’ requirements. Therefore, providing well-understood dimensions that influence the value of microfinance service use among Jordanians is a necessary process that probably ensures long-term sustainability of microfinance services. Finally, future efforts can explore the benefits and challenges of adopting digital transformation technologies in the public sector and financial services. Furthermore, the term government resilience is likely provided new insights to enhance public administration performance based on technology trends. Digital transformation, integrating government flexibility with the existing research model may influence the overall value of Mobile Fintech Services in Jordan.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Enhancing the public value of mobile fintech services through cybersecurity awareness antecedents: A novel framework in Jordan

Alhanatleh,

Khaddam,

Abudabaseh

et al. 2024

Investment Management and Financial Innovations

Self Cite

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“…The BFSI (Banking, Financial Services, and Insurance) sector is also embracing the advancements of AI (Artificial Intelligence) and ML (Machine Learning). These technologies are increasingly being integrated into the sector's operations, with the aim of enhancing operational efficiency, elevating the customer experience, and reducing risks (Mi Alnaser et al 2023;Goodell et al 2021). George and Mpeera (2020) analyzed the impact of the acceptance and usage of mobile banking on the promotion of financial inclusion.…”

Section: Financial Inclusion Fintech and Artificial Intelligencementioning

confidence: 99%

Financial Inclusion and Its Ripple Effects on Socio-Economic Development: A Comprehensive Review

Mishra,

Kandpal,

Agarwal

et al. 2024

JRFM

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This study provides an overview of the different dimensions of financial inclusion, its socioeconomic impacts on society’s sustainable development, and future research agendas. Initially, 620 studies were identified using Scopus and other databases, employing keywords such as financial literacy, financial inclusion, financial capability, women’s empowerment, fintech, artificial intelligence, financial accessibility, sustainable development goals, and economic growth. After refinement based on focus and relevance, 325 papers were analyzed in detail for review, primarily focused on India and emerging economies. This review highlights that access to finance by untouched segments of society is essential for sustainable and socio-economic development in developing economies. The official banking system, an effort by the government to assist the financially disadvantaged, can incorporate the impoverished into a formal financial system through campaigns and credit system reforms. Socioeconomic programs reinforce one another and foster the development of children, women, families, and society. This research paper undertakes a systematic literature review primarily focused on relevant articles in broad areas of financial inclusion and its impact analysis and offers a valuable agenda for future research.

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“…Banks have adopted the use of chatbots and virtual assistants to offer real-time support, answer general inquiries, and provide assistance for basic transactions (Khatab, 2020). The application of natural language processing (NLP) enabled banks to offer a system that could correctly understand customer queries and give adequate feedback ((Mi Alnaser. et al, 2023).…”

Section: Applications Of Ai In Bankingmentioning

confidence: 99%

“…The key aspects behind the transformative power of AI in the banking industry are the benefits coming from its implementation in everyday processes. AI, as a driver of change, changes the way in which banks and financial institutions execute their operations, communicate with customers, adhere to regulations, and deliver financial products and services to the end user (Mi Alnaser. et al, 2023).…”

Section: Benefits Of Ai In Bankingmentioning

confidence: 99%

Overview of Artificial Intelligence (Ai) Application in the Banking Industry

Temelkov

2023

IJEMT

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Many factors have facilitated transformational changes in the banking industry in recent years. Among the most notable drivers of change are technological advances, particularly the development of AI-based solutions. The integration of AI and ML models has caused a significant transformation of banking operations and the overall banking industry. The rapid evolution of AI technology offered solutions for challenges found in traditional banking processes and operations. Consequently, key applications of AI solutions are identified in fraud detection, risk management, customer support, and regulatory compliance.

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Does artificial intelligence (AI) boost digital banking user satisfaction? Integration of expectation confirmation model and antecedents of artificial intelligence enabled digital banking

Cited by 21 publications

References 58 publications

Enhancing the public value of mobile fintech services through cybersecurity awareness antecedents: A novel framework in Jordan

Enhancing the public value of mobile fintech services through cybersecurity awareness antecedents: A novel framework in Jordan

Financial Inclusion and Its Ripple Effects on Socio-Economic Development: A Comprehensive Review

Overview of Artificial Intelligence (Ai) Application in the Banking Industry

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