# Leveraging Customer Trust In Financial Services Through Ai Chatbots, A Study With Reference To Private Sector Banks

“Leveraging Customer Trust In Financial Services Through Ai Chatbots, A Study With Reference To Private Sector Banks” (2026), by A. Bhagya Sri et al. Business and Management research paper. Original abstract below, unchanged. A free PDF is available.

- Authors: A. Bhagya Sri, Narendra
- Published: October 26, 2026
- Field: Business and Management
- DOI: https://doi.org/10.55248/gengpi.07.1026.34031
- Free PDF: https://doi.org/10.55248/gengpi.07.1026.34031

## Abstract

AI chatbots are becoming a growing feature in banks' customer support, but their usefulness s relies on consumer confidence in the technology to handle financial information. This research explores the level of trust that customers have in AI chatbots of the private sector banks in India. The structured online questionnaire resulted in 75 responses with 35 respondents (46.7%) having interacted with their bank's chatbot. Data were analyzed using chi-square and one-way ANOVA and multiple linear regression in Microsoft Excel. Chatbot use was significantly associated with gender, χ²(1) = 7.83, p = .005, φ = .330: 65.6% of men but 32.5% of women had used a chatbot. There was no significant difference in mean trust among the usage frequency groups for users, F(3, 31) = 1.72, p = .183, η² = .143, with the highest trust reported by the users who used on a daily basis (M = 4.00). Overall, the perceived accuracy and ease of use, responsiveness and security together accounted for 67.9% of the variance in trust, F(4, 30) = 15.83, p < .001. Only security (β = .589) and ease of use (β = .527) were significant predictors. The results indicate that private banks can establish trust-building measures with customers by demonstrating robust data security, user-friendliness and flexibility of the chatbots, and bridging the gap for women's adoption. Small sample size and primarily young students, so results are indicative and not generalizable. The topics covered include AI chatbots, customer trust, financial services, perceived security, ease of use and private sector banks.

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