The rapid digital transformation of the banking sector has significantly changed the way financial services are delivered to customers. Among the emerging technologies, Generative Artificial Intelligence (AI) has become a major innovation that enhances customer interaction, service efficiency, and hyper-personalization in digital banking. This study examines the impact of generative AI on customer experience and personalized banking services. The research is based on primary data collected from 102 respondents through a structured questionnaire. The study employs percentage analysis, Chi-square test, correlation analysis, and ANOVA to evaluate customer perception and usage patterns. The results indicate that AI-powered services such as chatbots, voice banking, fraud alerts, and personalized recommendations have significantly improved service speed, convenience, and customer satisfaction. The findings also highlight concerns related to data privacy, fraud risk, and trust in AI-based recommendations. Despite these challenges, customers largely perceive AI-driven banking as efficient and beneficial. The study concludes that generative AI is a crucial driver of innovation in digital banking and plays a major role in improving customer loyalty and personalized service delivery. Keywords: Generative AI, Digital Banking, Customer Experience, Hyper-Personalization, Financial Technology, AI Banking
M et al. (2026) studied this question.