The impact of some artificial intelligence applications in improving the quality of electronic services: an analytical study in At Al Taif National Bank

Abstract

The research aims to determine the nature of the correlations and the impact between the study variables represented by (artificial intelligence) as an independent variable with its dimensions "expert systems, chatbots" and (electronic service quality) as a dependent variable with its dimensions "availability and comprehensiveness of information, ease of use, response, confidentiality and security", which leads to knowing the possibility of using artificial intelligence applications to improve the quality of electronic services at Al-Tayf National Bank. The questionnaire was used as a measurement tool to collect data and information, which included (40) paragraphs divided equally between the main research variables, and was distributed to the research sample of (90) individuals from Al-Tayf Islamic Bank employees. The researchers relied on the descriptive analytical approach to analyze and interpret the data, and a set of statistical methods were used in analyzing the data, including (arithmetic mean, standard deviation, relative importance, Alpha-Cronbach coefficient, Pearson correlation coefficient, Z test, F test, in addition to using some statistical programs, including (Spss v.28, smart pls_4) to reach The researchers reached a set of conclusions, the most prominent of which was (there is a significant impact of artificial intelligence on the quality of electronic service, and therefore the availability of artificial intelligence in the bank under study will lead to supporting and enhancing the quality of electronic service)..