A STUDY ON CUSTOMER PERCEPTION OF AI-DRIVEN FRAUD DETECTION AND SUSTAINABLE CUSTOMER SATISFACTION IN DIGITAL BANKING

Digital banking has rapidly evolved, enabling online money management while increasing vulnerability to fraud. Banks employ AI tools for real-time transaction monitoring to detect suspicious activities. A study assessed customer perceptions of AI fraud protection and its impact on satisfaction and trust. Survey results indicated that users found AI-based fraud detection to be quick and reliable, which alleviated concerns and fostered trust in digital banking. The findings suggest that effective fraud detection not only enhances security but also boosts customer satisfaction and retention in digital banking services. Thus, AI-driven fraud protection plays a crucial role in customer loyalty beyond mere security.