Datasheet 5133933 The Future of U.S. Retail Banking -A Comparative Analysis of AI versus Human Interaction Driving Service Excellence and Customer Satisfaction

This dataset accompanies the research study titled "The Future of U.S. Retail Banking – A Comparative Analysis of AI versus Human Interaction Driving Service Excellence and Customer Satisfaction." It contains survey responses from 50 undergraduate and graduate students at the Raj Soin College of Business, Wright State University. The data captures participant insights on the role of AI and human interaction in customer service within the U.S. retail banking sector.

Key metrics include customer preferences, satisfaction levels, perceived efficiency, trust factors, and expectations from AI-driven and human-assisted banking experiences. The dataset aims to support analysis on the effectiveness of generative AI (GenAI) in transactional efficiency versus the necessity of human interaction in fostering trust, empathy, and personalized financial guidance. Findings from this dataset will contribute to recommendations for an optimized, hybrid approach in retail banking customer service.

https://papers.ssrn.com/sol3/papers.cfm?abstract_id=5133933