Customer Perception of Service Excellence in the Financial Services Industry: Integrating ESG Practices and Artificial Intelligence in Banking (Anusandhanvallari)

Summary

• The research methodology engaged a total sample size of 120 respondents, collecting 100 responses via Google Forms and 20 via physical forms.p.3
• The demographic profile reveals that 55.4% of respondents belong to the Finance sector, followed by IT at 30.8% and Business at 13.8%.p.5
• The majority of survey participants were aged 25–35 years at 64.6%, while 35.4% belonged to the 36–45 age group.p.5
• Monthly income analysis showed 35.4% earned Above ₹1,00,000, while ₹25,000–₹50,000 and ₹50,001–₹1,00,000 each accounted for 27.7%.p.5
• The statement regarding the importance of companies focusing on sustainability received the highest mean agreement score of 4.18.p.7
• Respondents gave a mean score of 3.94 to the statement that AI helps in making better decisions.p.7

Key insights

1. Digital banking, green loans, and green services positively influence customer satisfaction, whereas green infrastructure showed no significant positive relationship.p.2
2. Finance professionals formed the majority of the survey sample at 55.4%.p.5
3. Focusing on corporate sustainability recorded the highest mean score of agreement at 4.18.p.7
4. Participants agreed that AI helps in making better decisions, rating the statement at a mean score of 3.94.p.7
5. Integrating AI with ESG to improve decision making, reduce risk, and save time yielded a mean score of 3.72.p.7
6. Baseline awareness statements such as hearing about ESG scored lower at a mean of 3.03, indicating moderate awareness levels.p.7
7. All eleven statements regarding ESG and AI integration demonstrated statistically significant agreement with p-values of 0.000.p.7