Abstract Book of the 8th International Conference on Research in Business, Management and Finance
Year: 2025
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Exploring Customer Sentiments on The Transition to AI in The Selected Banks in Metro Manila
John Paul Magbitang, Shiela Salem San Juan
ABSTRACT:
The emergence of Artificial Intelligence in banking sector is a clear glimpse of what the future of finance can bring to the global economy. Along with the progressive digital transformations, AI has started to penetrate and change traditional financial structures. The growing demand for this technology can be explained by the continuous acceptance of businesses and consumers. The study determined the impact of Trust and Security Concerns, Customer Engagement, Socio-Economic Influences, Income Level, and Regulatory Landscape to Technological Acceptance in the adoption of AI in the Philippine banking systems. Furthermore, descriptive-correlational research design was employed in the study to illustrate the variables’ present conditions and determine the relationships between them. The data were gathered from 444 Filipino Millennials living in Metro Manila. Based on the results of the study using Multiple Regression Analysis, Ho1, Ho2, and Ho4 were rejected. These 3 hypotheses got a p-value <0.000, thus, found significant to Technological Acceptance. Meanwhile, this study failed to reject Ho3 and Ho5 with P-values of =0.684 and =0.076 respectively. Therefore, the study reveals that Trust and Security Concerns, Customer Engagement, Income Level, and Regulatory Landscape have significant impacts on the acceptance and attitude towards the adoption of AI in banking sector in the Philippines.
Keywords: Artificial Intelligence, technological acceptance, financial system, banking sector, Millennials