THE EFFECT OF USING ARTIFICIAL INTELLIGENCE ON CUSTOMER TRUST ON SHARIA BANK SERVICES IN INDONESIA

Abstract

Sharia banks in Indonesia have developed their services using artificial intelligence (AI) technology in an effort to improve service to customers. This AI technology allows customers to carry out transactions without having to come directly to the bank, making the transaction process easier. However, the use of AI technology also affects customer trust in Islamic banks in Indonesia. This research uses a normative research method using secondary data which is then analyzed using a content analysis method to identify factors that influence customer trust in the use of AI technology in Sharia Bank services in Indonesia. The research results show that there are challenges and opportunities for Islamic banks in Indonesia in using AI technology in their services. Factors that influence customer trust in Islamic banking services in Indonesia based on AI technology include customer concerns regarding data security and privacy as well as ease of use of AI services in Islamic banks in Indonesia. Therefore, Islamic banks in Indonesia must pay attention to customer trust so that customer trust in AI-based services continues to increase.