Evaluating end‐users' digital competencies and ethical perceptions of AI systems in the context of sustainable digital banking

Abstract

In the pursuit of fostering sustainable digital banking (SDB), this study investigates the nexus between end‐users' digital competencies, perceptions of artificially intelligent systems, and sustainable practices. With a focus on addressing inclusivity barriers and promoting ethical considerations, expert interviews were employed to provide nuanced insights. The study's foundation rests on the significance of sustainable development goals, digital competencies, and artificial intelligence (AI) ethics in shaping the future of digital banking. An interview schedule was developed and distributed online to IT experts and researchers in the field of AI. The instrument examined the major challenges faced by customers in accessing digital banking, the expected timeline for the complete digitalization of the South African banking sector, customers' anticipated competency, and comfort levels with a 100% digital banking interface, and their perspectives on the overall impact of such a transition on humanity. The interview gathered participants' views on AI‐based banking systems that determine credit scores and creditworthiness. The study also included questions to obtain expert opinions on customers' digital capabilities, access to resources, and the impact of AI trust issues on financial service customers. The findings of this study provided valuable insights for stakeholders, including governments, NGOs, and financial institutions. Implications derived from expert perspectives illuminate strategies for enhancing digital competencies, addressing inclusivity hurdles, and ensuring ethical AI integration. This study contributes to the sustainable development discourse by offering actionable recommendations for stakeholders in the pursuit of a more inclusive, digitally competent, and ethically responsible digital banking landscape.