Dataset for: Adoption of AI Chatbot in the Banking Sector: Impact on Customer Experience

The adoption of AI chatbots in the banking industry has revolutionized consumer relations, providing rapid, efficient, and accessible services. This research examines the effects of AI chatbot adoption on customer experience, emphasizing perceived usefulness, ease of use, risk, and trust. A quantitative study methodology was utilized, employing a standardized questionnaire to collect data from 105 bank clients who have engaged with AI chatbots. The questionnaire had Likert-scale items assessing customer satisfaction, usability, and overall experience with AI chatbot services. The researchers used SmartPLS 4 to analyze the relationship between AI chatbot adoption and customer experience.
Findings demonstrate a substantial positive association between AI chatbot adoption and customer experience, with perceived ease of use, trust, and risk identified as primary adoption factors. The findings indicate that AI chatbots improve customer interactions by delivering prompt and precise responses, enhancing the banking experience. All participants were informed about the purpose of the study and voluntarily provided consent prior to participation. This study enhances the understanding of AI chatbot integration in banking and offers insights for banks aiming to strengthen customer interaction through AI-driven solutions.