How AI Is Disrupting Traditional Banks: Perceptions of the Younger Generation
Keywords:
AI-Powered, Banking Services, Gen Z, MillennialsAbstract
This research examined the perspectives of Generation Z and Millennials regarding banking services, emphasising awareness, trust, and satisfaction towards AI technologies. Employing a quantitative methodology, the study randomly sampled 200 respondents in Bangkok, Thailand. Findings indicated notable demographic variations in attitudes towards AI-driven banking services. Participants aged 18–25 exhibited lower Awareness (S1) levels than older groups, with an F statistic of 22.91 (significance level 0.000). Additionally, both female and male respondents demonstrated reduced Trust (S2) in AI financial solutions, reflected by an F value of 31.71, P = 0.000. Understanding (S3) of current AI services was most pronounced among those aged 42 and above. At the same time, females reported higher satisfaction levels than males, which is evident from an F-test of 18.75%, which is significant at the 0.000 level. The study suggests tailored educational and trust-building initiatives for younger demographics and emphasises the need for accessible offerings for this group.
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