Customer Perception of AI-Based Banking Services: Study on SBI

Abstract

This study examines the customer perception of Artificial Intelligence (AI)-based banking services with special reference to the State Bank of India (SBI). With the rapid advancement of digital technologies, AI has become an integral part of banking operations, enhancing efficiency, security, and customer experience through tools such as chatbots, mobile banking applications, and automated services. The primary objective of the study is to analyze the level of customer awareness, usage, and perception of AI-driven services such as YONO SBI and chatbot assistance. The study is based on primary data collected through a structured questionnaire from SBI customers using a convenience sampling method. Statistical tools such as percentage analysis and chi-square tests are used for data interpretation. The findings indicate that a majority of customers have a positive perception of AI-based banking services due to their convenience, speed, and accessibility. However, concerns regarding data security, privacy, and lack of digital literacy among certain groups still exist. The study concludes that while AI significantly enhances customer satisfaction and banking efficiency, banks need to focus on improving trust, awareness, and user-friendliness to ensure wider adoption.