Proceedings of the 1st International Conference on Artificial Intelligence, Communication, IoT, Data Engineering and Security, IACIDS 2023, 23-25 November 2023, Lavasa, Pune, India

Research Article

Transforming Banking Services: AI-Driven E-Loyalty Strategies and Case Study Insights on Customer Satisfaction and Loyalty Enhancement

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  • @INPROCEEDINGS{10.4108/eai.23-11-2023.2343232,
        author={Blesson Varghese James and David  Joseph and Tanya  Sharma},
        title={ Transforming Banking Services: AI-Driven E-Loyalty Strategies and Case Study Insights on Customer Satisfaction  and Loyalty Enhancement},
        proceedings={Proceedings of the 1st International Conference on Artificial Intelligence, Communication, IoT, Data Engineering and Security, IACIDS 2023, 23-25 November 2023, Lavasa, Pune, India},
        publisher={EAI},
        proceedings_a={IACIDS},
        year={2024},
        month={3},
        keywords={ai-driven e-loyalty customer satisfaction banking services customer loyalty artificial intelligence in banking},
        doi={10.4108/eai.23-11-2023.2343232}
    }
    
  • Blesson Varghese James
    David Joseph
    Tanya Sharma
    Year: 2024
    Transforming Banking Services: AI-Driven E-Loyalty Strategies and Case Study Insights on Customer Satisfaction and Loyalty Enhancement
    IACIDS
    EAI
    DOI: 10.4108/eai.23-11-2023.2343232
Blesson Varghese James1,*, David Joseph1, Tanya Sharma1
  • 1: Assistant Professor, CHRIST (Deemed to be University) Pune Lavsa Campus, India
*Contact email: blesson.james@christuniversity.in

Abstract

The banking industry is experiencing a significant transformation, with AI and E-Loyalty strategies playing a central role in enhancing customer satisfaction and loyalty. This research combines literature reviews, theoretical foundations, case studies, and in-depth discussions to explore this evolving landscape. The review highlights the strong connection between customer satisfaction, loyalty, AI, and E-Loyalty, rooted in theories like Expectancy-Disconfirmation Theory (EDT) and Relationship Marketing Theory. AI integration is reshaping banking, improving customer experiences, while digital E-Loyalty strategies prioritize personalized, trustworthy, and value-driven customer relationships. The theoretical framework presented establishes the basis for understanding how AI-driven E-Loyalty strategies theoretically enhance customer satisfaction and loyalty by exceeding expectations, nurturing relationships, enhancing service quality, and fostering trust. The implications for the banking industry underscore the adoption of AI-driven E-Loyalty to optimize customer experiences, build trust, and ensure satisfaction. This research comprehensively explores the evolving dynamics of customer satisfaction and loyalty in banking through AI-Driven E-Loyalty strategies, offering practical insights for practitioners and future research.