Name: Harsha B D
Country: India

Year: 2026
Volume: Volume-16, (March) Year-2026 (Special Issue: Business Collaboration in a VUCA World: Redefining Sustainable Organizational Growth)
Page Number: 444-452
DOI: https://doi.org/10.5281/zenodo.22043630

ABSTRACT
The increasing adoption of Artificial Intelligence (AI) has transformed banking services by improving efficiency, convenience, personalisation, responsiveness, and service accessibility. This study examines the role of AI-based banking services in determining customer satisfaction among bank customers in Somwarpet Taluk of Kodagu District. The study has two major objectives: (i) to assess customers’ perceptions of AI-based banking services, and (ii) to examine the relationship and influence of AI-based banking dimensions on overall customer satisfaction. A descriptive and analytical research design was adopted, and primary data were considered from a sample of 60 bank customers. Data were measured using a structured questionnaire and a five-point Likert scale. Perceptions of AI-based banking services were measured through usefulness, ease of use, service efficiency, reliability, security and privacy, responsiveness, personalisation, and trust, while customer satisfaction was