Abstract :

The Rapid Advancement Of Artificial Intelligence (AI) Is Fundamentally Reshaping The Banking Sector, Enabling A Transition From Traditional Rulebased Automation Toward More Intelligent And Autonomous Systems. In Particular, The Emergence Of Generative And Agentic AI Represents A Significant Shift In How Banks Design Services, Make Decisions, And Deliver Customer Value. While Prior Research Has Primarily Focused On Automation-driven Efficiency Gains, Limited Attention Has Been Given To The Strategic Transition From Automation To Autonomy And Its Implications For Organizational Performance And Customer Experience. Addressing This Gap, The Present Study Examines The Strategic Role Of Generative And Agentic AI In Transforming Contemporary Banking Systems. Grounded In The Technology Acceptance Model And The Resource-Based View, The Study Develops And Empirically Tests A Comprehensive Conceptual Framework Linking AI Adoption To Key Performance Outcomes. Trust Is Modeled As A Mediating Variable, While Data Privacy Concerns Are Incorporated As A Moderating Factor. Using A Quantitative Research Design, Primary Data Are Collected From Banking Professionals And Customers Through A Structured Questionnaire And Analyzed Using Structural Equation Modeling. The Results Indicate That Generative AI Significantly Enhances Customer Engagement Through Improved Personalization, While Agentic AI Strengthens Autonomous Decision-making And Operational Agility. Trust Plays A Crucial Mediating Role In Reinforcing The Positive Effects Of AI Adoption On Customer Satisfaction, Whereas Data Privacy Concerns Negatively Influence User Acceptance. By Shifting The Analytical Focus From Automation To Autonomy, This Study Provides A Novel Perspective On AI-driven Transformation In Banking. The Study Contributes To The Literature By Integrating Generative And Agentic AI Within A Unified Strategic Framework And Offers Practical Insights For Banking Institutions, Policymakers, And Technology Developers. It Emphasizes The Importance Of Balancing Technological Innovation With Trust, Transparency, And Regulatory Compliance, Highlighting Agentic AI As A Key Driver Of Sustainable Competitive Advantage In The Evolving Digital Financial Ecosystem. Keywords: Generative AI; Agentic AI; Banking Transformation; Autonomous Decision-Making; Customer Experience; Trust In AI; Data Privacy Concerns; Financial Innovation; Artificial Intelligence In Banking; Strategic Management.

Published:

05-5-2026

Issue:

Vol. 26 No. 5 (2026)

Page Nos:

148-152

Section:

Articles

License:

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

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