Digitalno bančništvo: umetna inteligenca in zadovoljstvo uporabnikov

Janja Jerebic; Kristijan Frlic; Nika Dobrovoljc; Marjeta Marolt

doi:10.31449/upinf.295

Authors

Janja Jerebic University of Maribor, Faculty of Organizational Sciences
Kristijan Frlic University of Maribor, Faculty of Organizational Sciences
Nika Dobrovoljc University of Maribor, Faculty of Organizational Sciences
Marjeta Marolt University of Maribor, Faculty of Organizational Sciences

DOI:

https://doi.org/10.31449/upinf.295

Keywords:

digital banking, artificial intelligence, user satisfaction, online financial fraud, risk perception, user experience

Abstract

The digitalisation of banking services and the growing use of artificial intelligence (AI) are transforming banking operations and customer experiences. This study examines differences among digital banking users according to age, previous experience with online financial fraud, and their assessment of the impact of digitalization on satisfaction with their bank, focusing on perceived risks, attitudes toward artificial intelligence functionalities, trust in security mechanisms, expectations regarding the further development of digital services, and the association between customer satisfaction and the perceived benefits of artificial intelligence functionalities. A quantitative study was conducted using a structured online questionnaire among users of online and mobile banking services. The results confirm that users from different age groups differ significantly in their perceptions of risks and attitudes toward artificial intelligence functionalities. In contrast, users with and without previous experience of online financial fraud did not differ significantly in their trust in security mechanisms. Furthermore, expectations regarding the further development of digital services differ significantly among users with different assessments of the impact of digitalisation on satisfaction, while customer satisfaction is positively associated with the perceived benefits of artificial intelligence functionalities. The findings emphasize the importance of adapting digital banking services to different user groups and developing user-friendly and secure solutions.

Author Biographies

Janja Jerebic, University of Maribor, Faculty of Organizational Sciences

Janja Jerebic is employed at the Faculty of Organizational Sciences, University of Maribor, as an Assistant Professor of Quantitative Methods in Organizational Sciences. Her research focuses on metric graph theory and quantitative research in education and organizational sciences.
Kristijan Frlic, University of Maribor, Faculty of Organizational Sciences

Kristijan Frlic is a student at the Faculty of Organizational Sciences, University of Maribor. His interests lie in digital banking and artificial intelligence.
Nika Dobrovoljc, University of Maribor, Faculty of Organizational Sciences

Nika Dobrovoljc is employed at the Faculty of Organizational Sciences, University of Maribor, as a Teaching Assistant for Quantitative Methods in Organizational Sciences. Her research focuses on quantitative research in the field of education.
Marjeta Marolt, University of Maribor, Faculty of Organizational Sciences

Marjeta Marolt is an Associate Professor of Information Systems at the Faculty of Organizational Sciences, University of Maribor. Her research focuses on digital transformation and SME resilience, as well as the development and application of learning analytics.