Impact of Artificial Intelligence tools in Marketing on Customer Experience Applied on The Banking Sector (NBE, CIB)

Abstract

Purpose: This Research aims to study the Impact of Artificial Intelligence Tools in Marketing on Customer Experience by investigating certain variabes like Personalization, Quality of Service and Hassle-Free Services and applying those to the Banking Sector in Egypt. Methodology: The Data being studies was gathered and acquired by conducting in-depth interviews with customers as well as industry experts in order to gain insights about the Artificial intelligence applications in the banking industry. Moreover, A online questionnaire was conducted with 250 respondents of both males and females to gather more information about the impact of certain AI tools in the banking sector. In relation to that, The Results gained from the questionnaire were analyzed through IBM SPSS Software. Results: The results that were acquired through the IBM SPSS Software indicates that there is a positive relationship and strong significance between the Variables (Personalization, Quality of service and Hassle-Free Service) with P-Value less than 0.05. Conclusion: The reliability test indicated that the statements were of great consistency and reliability. Moreover, the correlation and relationship between all variables Personalization, Quality of Service and Hassle-Free Services and Customer Experience showed that it is strong and positive.