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2 articles for “Banking Chatbots”
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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 Saurashtra
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
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A Study on Customer Perception towards Chatbot-unable CustomerServices: An Empirical Study of Service Effectiveness andSatisfaction
Abstract: Chatbots have become an integral part of digital customer service strategies across banking, e-commerce, telecommunications, and hospitality. While organizations increasingly adopt AI-based conversational agents to reduce cost and improve responsiveness, the ultimate success of such systems depends on how customers perceive and accept them. This study examines customer perception towards chatbot-based customer services, with specific objectives of analyzing customer satisfaction, evaluating the effectiveness of chatbots in improving customer experience, and …
Published in NOLEGEIN Journal of Global Marketing · Vol. 9, Issue 2, 2026 Read article