The Impact of Artificial Intelligence Applications on the Development of Banking Services in Palestine: Palestine Bank as a Case Study 10.35781/1637-000-174-005

Abstract

Abstract:

This study aimed to examine the impact of artificial intelligence (AI) applications on the development of banking services in Palestine, using Bank of Palestine as a case study, within the context of accelerating digital transformation and the growing adoption of intelligent technologies in the banking sector. To achieve the study objectives, the descriptive-analytical approach was employed as the most appropriate methodology for investigating and interpreting the relationships among the study variables. and structured questionnaire was utilized as the primary instrument for data collection, and Artificial intelligence applications constituted the independent variable and were represented by four dimensions: robotics, machine learning, neural networks, and genetic algorithms, whereas the development of banking services represented the dependent variable. The study population comprised all employees of Bank of Palestine, totaling 2,626 employees. A simple random sample of 335 employees was selected based on the Krejcie and Morgan sampling table , and The findings revealed that the level of AI application within Bank of Palestine was high, while the level of banking service development was also found to be high. The results further demonstrated a statistically significant positive effect of AI applications, collectively, on the development of banking services. These applications contributed substantially to enhancing service quality, accelerating transaction processing, improving operational efficiency, and increasing customer satisfaction. Moreover, machine learning emerged as the most influential dimension among the AI application components in fostering the development of banking services ,Based on these findings, the study recommends strengthening investments in AI technologies and expanding their implementation across the Palestinian banking sector to support innovation, enhance competitiveness, and improve the quality and efficiency of banking services provided to customers.
Keywords: Artificial Intelligence Applications; Banking Service Development; Machine Learning; Neural Networks.