This study explores the impact of artificial intelligence (AI) technologies on customer service quality, financing decisions, and investment decisions among Palestinian bank clients. Using Partial Least Square analysis and leveraging data collected from 375 respondents representing banks clients using online convenience sampling, the findings reveal that AI enhances the efficiency of internal operations within banks through smarter and faster data analysis. Moreover, AI contributes to an improved customer experience by enabling personalized banking services tailored to individual needs, thereby enhancing satisfaction and fostering loyalty. Additionally, AI aids clients in making informed financing and investment decisions. The study underscores the importance of AI in banking, recommending the development of comprehensive digital transformation strategies, partnerships with technology companies, and measures to strengthen data security and protection. Overall, AI technologies represent a crucial strategic addition to banking, driving operational efficiency, customer satisfaction, and financial decision-making.

Title

Business Resilience and Business Innovation for Sustainability

Publisher

Springer

Publisher Country

United Kingdom

Publication Type

Prtinted only

Volume

--

Year

2026

Pages

845-861