IMPACT OF ARTIFICIAL INTELLIGENCE ON SERVICE QUALITY IN PRIVATE SECTOR BANKS:AN EMPIRICAL STUDY IN ERODE DISTRICT OF TAMIL NADU

Authors

  • Dr. C.V.LATHA,M.Com., M.Phil., MBA, Ph.D., Lecturer, Commercial Practice, Government Polytechnic College for Women, Coimbatore - 44. Author

DOI:

https://doi.org/10.67851/ijcmth.vol.1.issue.2.003

Keywords:

Artificial Intelligence, Service Quality, Private Sector Banks, Erode District, Customer Satisfaction, Fintech

Abstract

The rapid integration of Artificial Intelligence in the banking sector has transformed the way service quality is delivered and perceived by customers. This study examines the impact of AI-driven services on service quality dimensions in private sector banks in Erode District, Tamil Nadu. Using primary data from 100 customers and secondary sources, the study evaluates customer perception, satisfaction, and challenges related to AI adoption. The findings reveal that AI significantly enhances responsiveness, personalization, and efficiency, while concerns regarding trust and human interaction persist. The study concludes with suggestions for banks to balance technological advancement with customer-centric service delivery.

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Published

2026-09-09

Issue

Vol. 1 No. 2 (2026): IJCMTH

Section

Articles