Exploring India’s Generation Z perspective on AI enabled internet banking services

IF 2.3 Q3 REGIONAL & URBAN PLANNING
Foresight Pub Date : 2022-08-29 DOI:10.1108/fs-10-2021-0213
Shaheema Hameed, Abhinav Nigam
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引用次数: 2

Abstract

Purpose India is a rapidly developing economy with a rapidly expending internet infrastructure and among the largest Generation Z population. This generation is tech savvy and the access to technology and network creates a conducive environment for such usage. Internet banking for the same reasons is growing leaps and bounds. The introduction of artificial intelligence (AI) has created disruptions in the traditional banking also. This paper aims to analyze the comfort level and usage of AI-enabled banking services by Generation Z. Design/methodology/approach The data is collected from 272 Generation Z members. The differential aspects, that is, the relationship of independent variables with dependent variables (AI-enabled internet banking), were analyzed using the structural equation modeling approach. Findings Defining factors for AI-enabled internet banking were identified. The results of factors were consistent with previous studies. It was found that the usage of AI-enabled internet banking services is insignificant, indicating that Generation Z does not perceive any advantage in using AI-enabled internet banking services. Research limitations/implications This paper does not incorporate age groups other than Generation Z. Further research could throw light on the difference based on age groups. Further research is required to deeply understand why Generation Z does not perceive AI-enabled internet services as very important. Practical implications It has been observed that internet banking is important for Generation Z, but they also place greater importance on interpersonal communication. Banks need to consider this in designing their internet banking services. Originality/value This paper addresses the gap between comfort with and usage of AI-enabled internet banking services, by Generation Z. This paper indicates that the comfort with AI-enabled internet banking services does not translate to usage.
探索印度Z世代对人工智能互联网银行服务的看法
目的印度是一个快速发展的经济体,拥有快速发展的互联网基础设施,是Z世代人口最多的国家之一。这一代人精通技术,获得技术和网络为这种使用创造了有利的环境。出于同样的原因,网上银行正在突飞猛进地发展。人工智能的引入也对传统银行业造成了破坏。本文旨在通过Z世代设计/方法/方法分析人工智能银行服务的舒适度和使用情况。数据收集自272名Z世代会员。使用结构方程建模方法分析了差异方面,即自变量与因变量的关系(人工智能网络银行)。发现了人工智能互联网银行的决定性因素。这些因素的结果与以前的研究一致。研究发现,使用人工智能互联网银行服务的情况并不显著,这表明Z世代在使用人工智能网络银行服务方面没有任何优势。研究局限性/含义本文没有纳入Z世代以外的年龄组。进一步的研究可以揭示基于年龄组的差异。需要进一步的研究来深入理解为什么Z世代不认为人工智能互联网服务非常重要。实践意义已经观察到,网上银行对Z世代很重要,但他们也更重视人际沟通。银行在设计网上银行服务时需要考虑到这一点。独创性/价值本文探讨了Z世代对人工智能互联网银行服务的舒适度和使用度之间的差距。本文指出,人工智能互联网金融服务的舒适性不会转化为使用。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
Foresight
Foresight REGIONAL & URBAN PLANNING-
CiteScore
5.10
自引率
5.00%
发文量
45
期刊介绍: ■Social, political and economic science ■Sustainable development ■Horizon scanning ■Scientific and Technological Change and its implications for society and policy ■Management of Uncertainty, Complexity and Risk ■Foresight methodology, tools and techniques
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