Author

  • Muhammad Azman Ibrahim

    • Department of Entrepreneurship and Marketing Studies, Faculty of Business and Management, Universiti Teknologi MARA, Puncak Alam Campus, Malaysia
    • Malaysia

  • Rafiatul Adlin Mohd Ruslan

    • Department of Economics and Financial Studies, Faculty of Business and Management, Universiti Teknologi MARA, Puncak Alam Campus, Malaysia
    • Malaysia

  • Mohamad Fariz Abdullah

    • Department of Entrepreneurship and Marketing Studies, Faculty of Business and Management, Universiti Teknologi MARA, Puncak Alam Campus, Malaysia
    • Malaysia

  • Arman Hj Ahmad

    • Department of Marketing, Centre for Woman Advancement & Leadership (CWAL), Universiti Kuala Lumpur Business School, Malaysia
    • Malaysia

Abstract

Despite the plethora of research studies conducted on service quality and customer satisfaction in the realm of artificial intelligence, there remains a significant gap in the literature when it comes to robo advisors. Robo advisors, automated platforms that provide algorithm-based financial advice and investment management, are gaining popularity as an alternative to traditional financial advisors. Numerous research studies have been conducted concerning service quality and customer satisfaction in the context of artificial intelligence, yet none have specifically addressed robo-advisors. This research aims to fill the gap and shed light on the crucial aspects of service quality and customer satisfaction within the context of robo advisors. The study will examine the key determinants of service quality offered by robo advisors, considering factors such as the accuracy of financial advice, user interface design, response time, transparency, and communication efficiency. Furthermore, the research seeks to investigate the factors influencing customer satisfaction in their interactions with robo advisors. It will explore the users' perception of robo advisors' reliability, trustworthiness, personalized experience, and the level of control they have over their investments. The outcomes of this research are expected to contribute valuable insights into understanding the strengths and weaknesses of robo-advisors concerning service quality and customer satisfaction. This study is expected to benefit financial service providers, policymakers, and investors by identifying the areas of improvement for robo advisors and enhancing the overall customer experience.

Keywords

References

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How to Cite

Ibrahim, M. A., Mohd Ruslan, R. A., Abdullah, M. F., & Ahmad, A. H. (2023). Navigating the Future: Exploring the Nexus between Robo-Advisor Service Quality and Customer Satisfaction. Information Management and Business Review, 15(3(SI), 351-358. https://doi.org/10.22610/imbr.v15i3(SI).3491

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Copyright (c) 2023 Muhammad Azman Ibrahim, Rafiatul Adlin Mohd Ruslan, Mohamad Fariz Abdullah, Arman Hj Ahmad (Author)

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Research Paper

Published in

Vol. 15 No. 3(SI) (2023) Technology and Entrepreneurship: Revitalizing Business Sustainability Models View issue contents

Published

2023-09-17

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