Does it matter who rejects me? Human vs AI decision-making in banking

Detalhes bibliográficos
Autor(a) principal: Meira, Amanda Breda
Data de Publicação: 2022
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/143118
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRM
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spelling Does it matter who rejects me? Human vs AI decision-making in bankingArtificial IntelligenceRole CongruitySatisfactionRetail BankingRejection ConcernDissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRMArtificial Intelligence systems allow business decision-making based on statistical analysis and recommendations – moreover, autonomous AI can decide and execute a decision by itself. Historically, financial institutions conduct risk assessments before lending money. This assessment is based on mathematical models. Therefore, applying AI to develop and apply a model seems a natural step to decrease costs and reduce default rates. By conducting two experiments and analyzing the data through two-way ANOVA, mediation analysis, and moderated mediation analysis, we found out that the impact of the decision-maker on customer satisfaction varies according to the credit product. For personal loans (Study 1), the rejection by an AI causes less dissatisfaction than a rejection by a credit analyst - this relationship is mediated by the Perceived Role Congruity. The more the bank fulfills its role, the higher the satisfaction. For credit cards, the decision-maker is indifferent. However, the relationship between the bank response (approval/rejection), role congruity, and satisfaction is maintained. In Study 2, we also discovered that a person's Rejection concern determines if they will have a more extreme perception of role congruity (high concern) or less extreme (lower concern) for both bank responses.Shuqair, SalehRUNMeira, Amanda Breda2022-08-18T13:44:41Z2022-07-252022-07-25T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/143118TID:203058933enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:21:14Zoai:run.unl.pt:10362/143118Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:50:43.231578Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Does it matter who rejects me? Human vs AI decision-making in banking
title Does it matter who rejects me? Human vs AI decision-making in banking
spellingShingle Does it matter who rejects me? Human vs AI decision-making in banking
Meira, Amanda Breda
Artificial Intelligence
Role Congruity
Satisfaction
Retail Banking
Rejection Concern
title_short Does it matter who rejects me? Human vs AI decision-making in banking
title_full Does it matter who rejects me? Human vs AI decision-making in banking
title_fullStr Does it matter who rejects me? Human vs AI decision-making in banking
title_full_unstemmed Does it matter who rejects me? Human vs AI decision-making in banking
title_sort Does it matter who rejects me? Human vs AI decision-making in banking
author Meira, Amanda Breda
author_facet Meira, Amanda Breda
author_role author
dc.contributor.none.fl_str_mv Shuqair, Saleh
RUN
dc.contributor.author.fl_str_mv Meira, Amanda Breda
dc.subject.por.fl_str_mv Artificial Intelligence
Role Congruity
Satisfaction
Retail Banking
Rejection Concern
topic Artificial Intelligence
Role Congruity
Satisfaction
Retail Banking
Rejection Concern
description Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research and CRM
publishDate 2022
dc.date.none.fl_str_mv 2022-08-18T13:44:41Z
2022-07-25
2022-07-25T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/143118
TID:203058933
url http://hdl.handle.net/10362/143118
identifier_str_mv TID:203058933
dc.language.iso.fl_str_mv eng
language eng
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eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
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instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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