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All Journal Emerging Science Journal
Vatutina, Larisa
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Environmental Science

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A New Concept of Transforming Service: Impact of Generative Voice Chatbots on Customer Satisfaction and Banking Industry Productivity Kondybayeva, Saltanat; Daribayeva, Meruyert; Fiume, Raffaele; Abilda, Symbat; Staroverova, Olga; Ponkratov, Vadim; Vatutina, Larisa; Shapoval, Galina; Mikhina, Elena; Nikolaeva, Irina
Emerging Science Journal Vol 8, No 6 (2024): December
Publisher : Ital Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28991/ESJ-2024-08-06-09

Abstract

This study examines the impact of implementing generative AI voice chatbots on customer expectations and satisfaction in the banking sectors of Kazakhstan, Russia, and Italy. To achieve this objective, this study conducted a survey of 253 customers from 35 commercial banks in Kazakhstan, Russia, and Italy from November 2023 to early April 2024. This study employed partial least squares structural equation modelling (PLS-SEM) to assess and validate the validity and reliability of the research model. The study integrates the Expectation Confirmation Model with AI components to analyze factors influencing customer satisfaction with AI-enabled digital banking services. Key findings indicate that expectation confirmation, perceived performance, visual attractiveness, problem-solving capabilities, and communication quality significantly affect customer satisfaction with AI chatbots. However, trendiness and customization features showed minimal impact. The research also explores how customer satisfaction and corporate reputation influence chatbot adoption. Additionally, the study investigates the relationship between chatbot adoption and productivity performance in banking operations. The study provides several policy recommendations, including enhancing perceived performance, expectation confirmation, communication quality, visual attractiveness, and corporate reputation, which can improve customer satisfaction and increase confidence in generative AI voice chatbots in the digital banking industry. Doi: 10.28991/ESJ-2024-08-06-09 Full Text: PDF
Effects of the Development of Central Bank Digital Currencies on Financial Markets amid the Pandemic Kosov, Mikhail; Borisova, Lyudmila; Popkov, Sergey; Kiseleva, Tatyana; Ponkratov, Vadim; Volkova, Maria; Vatutina, Larisa; Kuznetsov, Nikolay; Dzusova, Svetlana; Mazzorana, Florie
Emerging Science Journal Vol. 7 (2023): Special Issue "COVID-19: Emerging Research"
Publisher : Ital Publication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28991/ESJ-2023-SPER-013

Abstract

The study determined the influence of the Central Bank Digital Currency (CBDC) on the financial markets during the COVID-19 pandemic. It investigated if the CBDC had the potential to improve the efficiency and lending power of the financial system. The research relied on secondary data from a range of financial markets, such as the FTSE, MSCI, Gold Index, S&P 500, and Dow Jones, collected during the COVID-19 period. The quantitative approach was employed using the statistical software SPSS to perform descriptive statistics and regression analysis. The results revealed that the financial markets were negatively impacted by COVID-19, but the CBDC saw a higher level of development during the same period. The statistical analysis showed a positive and significant relationship between the CBDC Attention Index, the Uncertainty Index, and various financial market indices, with regression analysis indicating a significant impact of the CBDC Attention Index on all financial market indices except the Gold Index. However, this study has some limitations, including its limited scope of financial markets. Despite this, these results have important implications for academics and policymakers. It is recommended to increase the use of CBDC through well-crafted policies and legislation to fully realize its potential impact on the financial system. Doi: 10.28991/ESJ-2023-SPER-013 Full Text: PDF
Co-Authors Abilda, Symbat Borisova, Lyudmila Daribayeva, Meruyert Dzusova, Svetlana Fiume, Raffaele Kiseleva, Tatyana Kondybayeva, Saltanat Kosov, Mikhail Kuznetsov, Nikolay Mazzorana, Florie Mikhina, Elena Nikolaeva, Irina Ponkratov, Vadim Popkov, Sergey Shapoval, Galina Staroverova, Olga Volkova, Maria