Survey study reveals that AI adoption enhances retail banking transformation through operational efficiency, highlighting the need to address technical and privacy hurdles.
This study aims to explore the impact of AI-driven digital finance technology on the retail transformation of commercial banks, focusing on the relationships among AI adoption, operational efficiency, customer satisfaction, and the challenges associated with AI integration. The study employs a quantitative research methodology, utilizing a structured survey distributed to key stakeholders within commercial banks. The data collected from 300 respondents is analyzed using multiple regression analysis to assess the strength and direction of these relationships. The findings reveal that AI adoption is significantly associated with enhanced retail transformation by improving operational efficiency and customer satisfaction. However, the study also highlights that AI-related challenges, such as technical issues and data privacy concerns, can negatively impact the effectiveness of AI integration. The analysis shows that while AI offers substantial benefits, these are contingent on how well banks manage the associated challenges. The study underscores the critical role of AI in driving retail transformation in the banking sector. To fully leverage AI's potential, banks must not only focus on adopting AI technologies but also proactively address the challenges that may arise during implementation. This dual approach will enable banks to achieve successful transformation and maintain their competitive edge in an increasingly digital economy.
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Zhang et al. (2026) studied this question.
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