Impact of Robo-advisors and Artificial Intelligence on Customer Service Performance at Personal Finance Industry

Alsmadi, Lama Ahmad; Alamayreh, Esra'a M.; Kasem, John; Al-Gasaymeh, Anwar

doi:10.1109/icbats57792.2023.10111364

Cited by 3 publications

(1 citation statement)

References 15 publications

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“…Numerous research studies have been conducted concerning service quality and customer satisfaction in the context of artificial intelligence (Alsmadi, 2023). The introduction of robo-advisory services in Malaysia has added new dimensions to the financial industry's service quality and consumer happiness.…”

Section: Platformmentioning

confidence: 99%

Navigating the Future: Exploring the Nexus between Robo-Advisor Service Quality and Customer Satisfaction

Ibrahim,

Mohd Ruslan,

Abdullah

et al. 2023

IMBR

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Despite the plethora of research studies conducted on service quality and customer satisfaction in the realm of artificial intelligence, there remains a significant gap in the literature when it comes to robo advisors. Robo advisors, automated platforms that provide algorithm-based financial advice and investment management, are gaining popularity as an alternative to traditional financial advisors. Numerous research studies have been conducted concerning service quality and customer satisfaction in the context of artificial intelligence, yet none have specifically addressed robo-advisors. This research aims to fill the gap and shed light on the crucial aspects of service quality and customer satisfaction within the context of robo advisors. The study will examine the key determinants of service quality offered by robo advisors, considering factors such as the accuracy of financial advice, user interface design, response time, transparency, and communication efficiency. Furthermore, the research seeks to investigate the factors influencing customer satisfaction in their interactions with robo advisors. It will explore the users' perception of robo advisors' reliability, trustworthiness, personalized experience, and the level of control they have over their investments. The outcomes of this research are expected to contribute valuable insights into understanding the strengths and weaknesses of robo-advisors concerning service quality and customer satisfaction. This study is expected to benefit financial service providers, policymakers, and investors by identifying the areas of improvement for robo advisors and enhancing the overall customer experience.

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Section: Platformmentioning

confidence: 99%

Navigating the Future: Exploring the Nexus between Robo-Advisor Service Quality and Customer Satisfaction

Ibrahim,

Mohd Ruslan,

Abdullah

et al. 2023

IMBR

View full text Add to dashboard Cite

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An Analysis on the Productivity of Employees through Artificial Intelligence

Kalaivani,

Venkatachalam

2023

2023 7th International Conference on Electronics, Communication and Aerospace Technology (ICECA)

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Enhancing Employee Financial Wellness

Miglani,

Bhatnagar,

Singh

2024

Robo-Advisors in Management

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Employee financial well-being is a very significant part of employee personal growth and development. It is beneficial for the organization as well as improves the standard of living of employees as will be their job satisfaction. The present research focuses on providing a framework for enhancing employee financial Wellness by developing an hour-integrated robo-advisory tool. This tool is in the form of a conceptual model which is analyzed based on responses of respondents on a certain set of dependent, independent, and moderating variables. After running calculations on the frame conceptual model, it was found that there was a statistically significant relationship between employee financial literacy and employee financial Wellness; organizational support for financial Wellness initiatives and employee financial literacy; robo advisory tool and employee financial literacy; robust advisory tool and employee financial Wellness. Rest all other relationships were found to be statistically insignificant because their significance level was greater than 0.05.

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Impact of Robo-advisors and Artificial Intelligence on Customer Service Performance at Personal Finance Industry

Cited by 3 publications

References 15 publications

Navigating the Future: Exploring the Nexus between Robo-Advisor Service Quality and Customer Satisfaction

Navigating the Future: Exploring the Nexus between Robo-Advisor Service Quality and Customer Satisfaction

An Analysis on the Productivity of Employees through Artificial Intelligence

Enhancing Employee Financial Wellness

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