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