Uneingeschränkter Zugang

Generative AI’s Impact on Customer Satisfaction: A FinTech Perspective

 und   
06. Aug. 2025

Zitieren
COVER HERUNTERLADEN

Abdulrazzaq, Z. A., Chyad, A. M. (2024). Advancements and Applications of Deep Learning: A Comprehensive review // Turkish Journal of Computer and Mathematics Education (TURCOMAT). Vol. 15, Issue 3, pp. 369–390. doi:10.61841/turcomat.v15i3.14944 Search in Google Scholar

Agarwal, P. (2023). Role of Consumption Emotions on “Customer Satisfaction”: An Empirical Study // Psychology and Education. Vol. 55, No. 1, pp. 693–700. doi:10.48047/pne.2018.55.1.84 Search in Google Scholar

Ahmed, M. N., Anand, A., Hussain, M. R., Ahmed, M. M., Khan, I. M., Rasool, M. A. (2024). Artificial Intelligence in Fintech: Emerging Trends and Use Cases // 2024 IEEE 7th International Conference on Advanced Technologies, Signal and Image Processing (ATSIP), pp. 459–464. doi:10.1109/atsip62566.2024.10638924 Search in Google Scholar

Ahmed, S., Al Asheq, A., Ahmed, E., Chowdhury, U. Y., Sufi, T., Mostofa, M. G. (2023). The Intricate Relationships of Consumers’ Loyalty and their Perceptions of Service Quality, Price and Satisfaction in Restaurant Service // The TQM Journal. Vol. 35, No. 2, pp. 519–539. Search in Google Scholar

Alkilani, K., Ling, K. C., Abzakh, A. A. (2012). The Impact of Experiential Marketing and Customer Satisfaction on Customer Commitment in the World of Social Networks // Asian Social Science. Vol 9. No 1. doi:10.5539/ass.v9n1p262 Search in Google Scholar

Babayev, N., Israfilzade, K. (2023). Creating Complexity Matrix for Classifying Artificial Intelligence Applications in E-Commerce: New Perspectives on Value Creation // Journal of Life Economics. Vol. 10, No. 3, pp. 141–156. doi: 10.15637/jlecon.2078 Search in Google Scholar

Banh, L., Strobel, G. (2023). Generative Artificial Intelligence // Electronic Markets. Vol. 33(1). doi:10.1007/s12525-023-00680-1 Search in Google Scholar

Baranidharan, N. D. K. (2023). A Study of the Ideas Behind Artificial Intelligence in Financial Technology // International Journal of Advanced Research in Science Communication and Technology. Vol. 3, Issue 2, pp. 480–486. doi:10.48175/ijarsct-13880 Search in Google Scholar

Boakye, K. G., Prybutok, V. R., Randall, W. S., Ofori, K. S. (2023). Emotional Connection and Customer Orientation as Moderators in Improving the Customer Satisfaction– Behavioral Intention Link: A Moderated Moderation Service Model // Quality Management Journal. Vol. 30, No. 3, pp. 153–167. doi:10.1080/10686967.2023.2211285 Search in Google Scholar

Brandl, B., Hornuf, L. (2020). Where did FinTechs Come from, and Where do They Go? The Transformation of the Financial Industry in Germany after Digitalization // Frontiers in Artificial Intelligence. Vol 3. doi:10.3389/frai.2020.00008 Search in Google Scholar

Daragahi, G. A. (2017). The Impact of Innovation on Customer Satisfaction: A Study of the Cosmetics Producer in Tehran // International Review. Vol. 1, No. 2, pp. 121–132. Search in Google Scholar

Darmawan, D. (2022). The Effect of Trust and Saving Experience on Loyalty Through Satisfaction as an Intervening Variable (Case Study of Sharia Bank Customers in Surabaya City) // International Journal of Service Science, Management, Engineering, and Technology. Vol. 2, No. 2, pp. 12–20. Search in Google Scholar

Foster, D. (2022). Generative Deep learning. – O’Reilly Media, Inc. Search in Google Scholar

Furukawa, H., Matsumura, M., Harada, S. (2019). Effect of Consumption Values on Consumer Satisfaction and Brand Commitment: Investigating Functional, Emotional, Social, and Epistemic Values in the Running Shoes Market // International Review of Management and Marketing. Vol. 9, No. 6, pp. 158–168 doi: 10.32479/IRMM.8713 Search in Google Scholar

Israfilzade, K. (2021) Conversational Marketing as a Framework for Interaction with the Customer: Development & Validation of the Conversational Agent’s Usage Scale // Journal of Life Economics. Vol. 8, No. 4, pp. 533–546. doi:10.15637/jlecon.8.4.12 Search in Google Scholar

Israfilzade, K., Baghirova, S. (2022). Comparing the Impact of Brand and User-Generated Video Content on Online Shoppers’ Purchasing Intentions // Management of Organizations Systematic Research. Vol. 88, No. 1, pp. 69–84. doi:10.2478/mosr-2022-0013 Search in Google Scholar

Israfilzade, K., Sadili, N. (2024). Beyond Interaction: Generative AI in Conversational Marketing – Foundations, Developments, and Future Directions // Journal of Life Economics. Vol. 11(1), pp. 13–29. doi:10.15637/jlecon.2294 Search in Google Scholar

Jenneboer, L., Herrando, C., Constantinides, E. (2022). The Impact of Chatbots on Customer Loyalty: A Systematic Literature Review // Journal of Theoretical and Applied Electronic Commerce Research. Vol. 17, No 1, pp. 212–229. doi:0.3390/jtaer17010011 Search in Google Scholar

Khadka, K., Maharjan, S. (2017). Customer Satisfaction and Customer Loyalty // Centria University of Applied Sciences Pietarsaari. Vol. 1, No. 10, pp. 58–64. Search in Google Scholar

Khan, R. U., Salamzadeh, Y., Iqbal, Q., Yang, S. (2022). The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction // Journal of Relationship Marketing. Vol. 21, No 1, pp. 1–26. Search in Google Scholar

Khanal, M., Khadka, S. R., Subedi, H., Chaulagain, I. P., Regmi, L. N., Bhandari, M. (2023). Explaining the Factors Affecting Customer Satisfaction at the Fintech Firm F1 Soft by using PCA and XAI // FinTech. Vol. 2, No. 1, pp. 70–84. doi:10.3390/fintech2010006 Search in Google Scholar

Kiumarsi, S., Isa, S. M., Jayaraman, K., Amran, A., Hashemi, S. (2020). The Effect of Service Innovation on Service Loyalty in Post Offices // International Journal of Business Innovation and Research. Vol. 21, No. 1, pp. 108–120. doi:10.1504/ijbir.2020.104035 Search in Google Scholar

Königstorfer, F., Thalmann, S. (2020). Applications of Artificial Intelligence in Commercial Banks – A Research Agenda for Behavioral Finance // Journal of Behavioural and Experimental Finance. Vol. 27, 100352. doi:10.1016/j.jbef.2020.100352 Search in Google Scholar

Lu, M., Bao-Zhong, Y. (2022). Homestay Customers’ Perceived Value Mediates the Influence of Customer Participation and Host–Customer Interaction on Customer Satisfaction // Social Behavior and Personality. Vol. 50, No. 4, pp. 1–11. doi:10.2224/sbp.11375 Search in Google Scholar

Mahmoud, M. A., Hinson, R. E., Anim, P. A. (2017). Service Innovation and Customer Satisfaction: The Role of Customer Value Creation // European Journal of Innovation Management. Vol. 21, No. 3, pp. 402–422. doi:10.1108/ejim-09-2017-0117 Search in Google Scholar

McCarthy, J. (1956). The Inversion of Functions Defined by Turing Machines // In Princeton University Press eBooks, pp. 177–182. doi:10.1515/9781400882618-009 Search in Google Scholar

Md Ariff, Farrah. (2019). An Empirical Study on the Customers’ Satisfaction on Fintech Mobile Payment Services in Malaysia // International Journal of Advanced Science and Technology. Vol. 28, pp. 390–40. Search in Google Scholar

Mollick, E., Mollick, L. (2023). Using AI to Implement Effective Teaching Strategies in Classrooms: Five Strategies, Including Prompt // Social Science Research Network. doi:10.2139/ssrn.4391243 Search in Google Scholar

Muthukannan, P., Tan, B., Ter Chian Tan, F., Leong, C. (2021). Novel Mechanisms of Scalability of Financial Services in an Emerging Market Context: Insights from Indonesian Fintech Ecosystem // International Journal of Information Management. Vol. 61, 102403. doi:10.1016/j.ijinfomgt.2021.102403 Search in Google Scholar

Nainggolan, B., Sinaga, E. M. (2022). Mediating Role of Customer Trust in the Relationship between Promotion on Customer Satisfaction // Frontiers in Business and Economics. Vol. 1, No. 2, pp. 79–85. doi:10.56225/finbe.v1i2.88 Search in Google Scholar

Newell, A., Simon, H. (1956). The Logic Theory Machine – A Complex Information Processing System // IRE Transactions on Information Theory. Vol. 2, No. 3, pp. 61–79. Search in Google Scholar

Nona, R., Mintarti, S., Kuleh, Y. (2021). The Factors Affecting Customer Satisfaction, Competitive Advantage, and Performance in the MSMEs in the Craft Industry Sector from East Kalimantan Province // Social Development and Security. Vol. 11, No. 1, pp. 117–130. Search in Google Scholar

Noy, S., Zhang, W. (2023). Experimental Evidence on the Productivity Effects of Generative Artificial Intelligence // Science. Vol. 381, Issue 6654, pp. 187–192. doi:10.1126/science.adh2586 Search in Google Scholar

Nyagadza, B., Mazuruse, G., Muposhi, A., Chuchu, T., Makoni, T., Kusotera, B. (2022). Emotions’ Influence on Customers’ E-Banking Satisfaction Evaluation in E-Service Failure and E-Service Recovery Circumstances // Social Sciences & Humanities Open. Vol. 6, No. 1, 100292. doi:10.1016/j.ssaho.2022.100292 Search in Google Scholar

Pilelienė, L., Alsharif, A. H., Alharbi, I. B. (2022). Scientometric Analysis of Scientific Literature on Neuromarketing Tools in Advertising // Baltic Journal of Economic Studies. Vol. 8, No. 5, pp. 1–12. Search in Google Scholar

Pizam, A., Shapoval, V., Ellis, T. (2016). Customer Satisfaction and its Measurement in Hospitality Enterprises: A Revisit and Update // International Journal of Contemporar y Hospitality Management. Vol. 28, No. 1, pp. 2–35. doi:10.1108/ijchm-04-2015-0167 Search in Google Scholar

Pribadi, R. C., Rivai, A., Suharto, S. (2020). The Effect of Emotional Marketing and Marketing Strategy on Purchase Decisions Through Consumer Satisfaction as a Mediation Variables in PT // Global Journal of Engineering and Technology Advances. Vol. 5, No. 3, pp. 123–128. doi:10.30574/gjeta.2020.5.3.0119 Search in Google Scholar

Rane, N. L., Achari, A., Choudhary, S. P. (2023). Enhancing Customer Loyalty Through Quality of Service: Effective Strategies to Improve Customer Satisfaction, Experience, Relationship, and Engagement // International Research Journal of Modernization in Engineering Technology and Science. Vol. 5, No. 5, pp. 427–452. Search in Google Scholar

Rhanoui, S. (2022). Banking Goes Digital: The Main Determinants of the Clients’ Satisfaction and Trust toward Fintech-Based Services // International Journal of Economics and Financial Issues. Vol. 12, No. 5, pp. 10–20. doi:10.32479/ijefi.13358 Search in Google Scholar

Sakhaei, S. F., Afshari, A. J., Esmaili, E. (2014). The Impact of Service Quality on Customer Satisfaction in Internet Banking // Journal of Mathematics and Computer Science. Vol. 9, No. 1, pp. 33–40. doi:10.22436/jmcs.09.01.04 Search in Google Scholar

Suchánek, P., Kŕaĺová, M. (2019). Customer Satisfaction, Loyalty, Knowledge and Competitiveness in the Food Industry // Ekonomska Istraživanja / Ekonomska IstražIvanja. Vol. 32, No. 1, pp. 1237–1255. doi:10.1080/133167 7x.2019.1627893 Search in Google Scholar

Syafarudin, A. (2021). The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era COVID-19 // Ilomata International Journal of Tax and Accounting. Vol 2, No. 1, pp. 71–83. doi:10.52728/ijtc.v2i1.204 Search in Google Scholar

Wirakanda, G. G., Pringgabayu, D., Widyana, S. F. (2021). How Sales Promotion can Effect on Consumer’s Purchase Decisions // Advanced International Journal of Banking, Accounting and Finance. Vol. 3, No. 7, pp. 59–71. Search in Google Scholar

Xu, Y., Liu, X., Cao, X., Huang, C., Liu, E., Qian, S., Liu, X., Wu, Y., Dong, F., Qiu, C., Qiu, J., Hua, K., Su, W., Wu, J., Xu, H., Han, Y., Fu, C., Yin, Z., Liu, M., . . . Zhang, J. (2021). Artificial Intelligence: A Powerful Paradigm for Scientific Research // The Innovation. Vol. 2, No. 4, 100179. doi:10.1016/j.xinn.2021.100179 Search in Google Scholar

Zhang, L., Kim, H. (2020). The Influence of Financial Service Characteristics on Use Intention through Customer Satisfaction with Mobile Fintech // Journal of System and Management Sciences. Vol. 10, No. 2, pp. 82–94. doi:10.33168/jsms.2020.0206 Search in Google Scholar