Confianza del cliente en la inteligencia artificial aplicada a servicios bancarios: tendencias y agenda de investigación

Sergio Gerardo Padilla Hernández

doi:10.58763/rc2026520

Authors

Sergio Gerardo Padilla Hernández Universidad Nacional Autónoma de Honduras. Tegucigalpa, Honduras https://orcid.org/0009-0004-7327-2813

DOI:

https://doi.org/10.58763/rc2026520

Keywords:

Artificial Intelligence, Banking Services, Customer Trust, Technology Adoption, Risk Perception, Research Agenda

Abstract

Introduction: This study conducted a literature review based on scientific articles related to Artificial Intelligence, banking services, and customer trust, given that AI has become a phenomenon of growing research interest due to its transformative potential. Furthermore, the banking sector, where customers are the central focus, was considered, and customer trust, sensitive to the changes generated by innovation, was included. The main objective was to conduct a literature review of scientific articles on artificial intelligence in banking services to identify its effect on customer trust, trends, and lines of research. Methodology: The methodology was developed within the positivist paradigm, using a non-experimental, quantitative-descriptive research approach, which allowed for the review of databases. Results: The results identified the determining factors for the acceptance of AI with an impact on critical dimensions. Conclusions: It was concluded that AI generates innovation in banking services with positive effects on customer satisfaction. Future research should include longitudinal studies, comparative analysis between different customer segments, and evaluation of AI's effectiveness in relation to the environment with which it interacts.

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References

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