The Study of AI on Customer Trust among New SBI YONO Young Users in Tirupati

Author

N.Sivadatta , Dr. D .Prasanna Kumar


Abstract

 This study compares how much young users of SBI's YONO app in Tirupati, Andhra Pradesh trust a human bank advisor versus the app's AI assistant. Data came from a structured Likert-scale questionnaire (n = 120, aged 18–30) and were analysed with a paired-samples t-test and a chi-square test. Trust in the AI assistant is highest for simple balance checks, but falls sharply for loans, investments and complaints, where the human advisor is trusted significantly more (p < 0.001). Age group is also significantly associated with preferred channel (p = 0.022). Banks should use AI as a fast first layer and keep an easy path to a human for high-stakes decisions.


Keywords

Trust, YONO SBI, AI assistant, human advisor, digital banking, young customers



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References


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