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From Engagement to Loyalty: a Comparative Analysis of Customer Engagement, Experience, Continuance Intention, and Loyalty Towards AI Banking Chatbots Among GEN Z and Millennials in Junagadh and Rajkot Districts of SaurashtraBy Khushboo Vasani, Amul Kotadia, Nilesh Khanderiya
Abstract: The growing use of Artificial Intelligence (AI) in banking has changed how customers interact with financial services. Banks are now using AI-powered chatbots to provide quick help, make services more efficient, and improve how customers engage. This study looks at customer engagement, experience, intention to continue using these services, and loyalty toward AI banking chatbots among Gen Z and Millennial users in the Junagadh and Rajkot districts of the Saurashtra …
Published in NOLEGEIN Journal of Global Marketing · Vol. 9, Issue 2, 2026 · pp. 24–37 Read article →