Assessing the customer adoption and perceptions for AI-driven sustainable initiatives in Indian banking sector
Vol 9, Issue 5, 2024, Article identifier:
VIEWS - 161 (Abstract) 215 (PDF)
Abstract
Since the inception and the spread of COVID-19 from March 2020 in India, companies have experienced a rapid increase in the rate of unemployment as well as employee turnover intention. However, though employer appears to have additional power due to high unemployment levels, but it’s also been balanced by employees having new and more alternatives over whom they get employed due to extensive adoption of remote working by all the companies. Employees are highly satisfied at the workplace, prone to get retained with the organization, develop faith in the organizational system only if there is fulfillment of their psychological contract; employer’s showing concern for employees. This study aims to examine the relationship between psychological contract and employee turnover intention for the employees working in general insurance companies in India. The study further explores the moderating effect of select demographic variables for the relationship between psychological contract and employee turnover intention. These demographic variables are considered as independent groups and their moderation effect relationship between Psychological Contract and Employee Turnover Intention is tested with the help of SMART PLS software. The findings are insightful and will pave the way for the insurance companies to retain the employees by reducing their employee turnover intention and focusing on fulfillment of psychological contract.
Keywords
Full Text:
PDFReferences
1. N. Murugan, T. R. (2021). Banking on Artificial Intelligence to bank the unbanked . Annals of RSCB, 129-132.
2. VERMA, (2021, August 8). RBI Report: India’s ‘Financial Inclusion Index’ is 53.9 by the end of March 2021. Retrieved from RBI: https://factly.in/rbi-report-indias-financial-inclusion-index-is-53-9-by-the-end-of-march-2021/#:~:text=RBI%20Report%3A%20India's%20'Financial%20Inclusion,the%20end%20of%20March%202021&text=In%20April%202021%2C%20the%20Reserve,financial%20inclusion%20in%2
3. Gopalakrishnan, M. (2020). Application of Artificial Intelligence and Its Powered Technologies in the Indian Banking and Financial Industry An Overview. Journal Of Humanities And Social Science, 55-60.
4. A Lui, G. L. (2018). Artificial Intelligence and augmented intelligence collaboration: regaining trust and confidence in the financial sector. Information and Communication Technology Law.
5. Jain, P. (2022, August 31). Top Ten Largest Banks in India. Retrieved from https://www.mymoneymantra.com/blog/these-are-the-top-10-largest-banks-in-india.
6. HDFC BANK and CSC launch chatbot ‘EVA’ on Digital Seva Portal. (2021, May 10). Retrieved from HDFC: https://www.hdfcbank.com/personal/about-us/news-room/press-release/2021/q1/hdfc-bank-and-csc-launch-chatbot-eva-on-digital-seva-portal
7. SBI online banking . (n.d.). Retrieved from SBI Bank: https://www.onlinesbi.sbi/
8. ICICI Online Services. (n.d.). Retrieved from ICICI Bank: https://www.icicibank.com/personal-banking/ipalchatbot
9. Kotak mahindra Bank. (n.d.). Retrieved from Kotak Mahindra Online Banking : https://www.kotak.com/content/dam/Kotak/about-us/media-press-releases/2019/media-release-kotak-mahindra-bank-keya.pdf
10. Axis Bank. (n.d.). Retrieved from Axis bank online services: https://www.axisbank.com/bank-smart/axis-aha/overview
11. “Alexa, ask IndusAssist to do fund transfer”. (2018, September 25). Retrieved from https://www.indusind.com/in/en/about-us/mediabrand/FY/2018-2019/September/press-release-indusInd-bank-records11.html.
12. bank, Y. (2019, November 11). Yes Bank takes a leap with AI-based hyper-personalization tool, Pyxis. Retrieved from https://cio.economictimes.indiatimes.com/news/corporate-news/yes-bank-takes-a-leap-with-ai-based-hyper-personalization-tool-pyxis/72002430: https://cio.economictimes.indiatimes.com/news/corporate-news/yes-bank-takes-a-leap-with-ai-based-hyper-personalization-tool-pyxis/72002430
13. E services of PNB. (2022, November 13). Retrieved from https://www.pnbindia.in/#: https://www.pnbindia.in/#
14. BoB. (2020, January 13). How Bank Of Baroda Is Using Technology Extensively For It’s Operations. Retrieved from https://www.bankofbaroda.in/media/news-coverage/how-bank-of-baroda-is-using-technology-extensively-for-it-s-operations.
15. Bank of India. (n.d.). Retrieved from Bank of India: https://www.bankofindia.co.in/
16. Benlian1, M. A. (2021). AI-based chatbots in customer service and their effects. Electronic Markets, 427-445.
17. Elizabeth. Manser, P. B. (2021). Enhancing the value co-creation process: artificial intelligence and mobile banking service platforms. Journal of Research in Interactive Marketing, 68-85.
18. Hicham Sadik, F. S. (n.d.). Artificial Intelligence and Bank Credit Analysis: A Review . Cogent Economics and Finance .
19. Jung Chieh, L. C. (2022). Exploring users' adoption intentions in the evolution of artificial intelligence mobile banking applications: the intelligent and anthropomorphic perspectives. The International Journal of Bank marketing.
20. Suhartanto, D., Syarief, M. E., Nugraha, A. C., Suhaeni, T., & Masthura, A. (2022). Millennial loyalty towards artificial intelligence-enabled mobile banking: evidence from Indonesian Islamic banks. Journal of Islamic marketing.
21. Tulcanaza, A. L. (2023). Influence of Customer Perception Factors on AI-Enabled Customer Experience in the Ecuadorian Banking Environment. MDPI, Basel, Switzerland Open Access Journal.
22. Arora, G. C. (2023). Customer experiences in the era of artificial intelligence (AI) in context to FinTech: a fuzzy AHP approach. Banchmarking An International Journal.
23. Noreen, S. Z. (2023). Banking 4.0: Artificial Intelligence (AI) in Banking Industry & Consumer’s Perspective. Sustainability 2023.
24. Ryzhkova, S. S. (2020). Consumers’ Perception of Artificial Intelligence in Banking Sector. XVII International Conference of Students and Young Scientists "Prospects of Fundamental Sciences Development".
25. Bouhadi, I. L. (2022). Artificial Intelligence Methods: Toward a New Decision Making Tool. Applied Artificial Intelligence.
26. Correa, D. W. (2022). Low-income consumers’ disposition to use automated banking services Escobar & Rafael Lopez-Llamas. Cogent Business & Management.
DOI: https://doi.org/10.54517/esp.v9i5.1934
(161 Abstract Views, 215 PDF Downloads)
Refbacks
- There are currently no refbacks.
Copyright (c) 2024 Sonali Prasad Dharmadhikari
License URL: https://creativecommons.org/licenses/by/4.0/