ASSESSMENT AND IMPROVEMENT OF DIGITAL BANKING SERVICE EFFICIENCY THROUGH THE INTEGRATION OF ARTIFICIAL INTELLIGENCE AND FINTECH TECHNOLOGIES IN COMMERCIAL BANKS OF UZBEKISTAN
DOI:
https://doi.org/10.5281/zenodo.21718631Keywords:
Artificial Intelligence, FinTech, Digital Banking, Digital Banking Intelligence Index (DBII), Digital Transformation, Commercial Banks, Digital Financial Services, Operational Efficiency, Customer Experience, Banking Innovation.Abstract
The purpose of this study is to assess the level of implementation of artificial intelligence (AI) and Financial
Technology (FinTech) in commercial banks of Uzbekistan and to evaluate the efficiency of digital banking services based
on the proposed Digital Banking Intelligence Index (DBII). The research employs comparative analysis, a systems
approach, index modeling, and an integrated evaluation methodology. A novel DBII framework is developed by integrating
five key dimensions: artificial intelligence adoption, FinTech integration, digital banking services, operational efficiency,
and customer experience. Using this methodology, six commercial banks operating in Uzbekistan were comparatively
evaluated to determine their level of digital transformation. The findings indicate that TBC Bank Uzbekistan, Kapitalbank,
and Anor Bank achieved the highest DBII scores due to their advanced digital banking infrastructure, extensive FinTech
integration, and customer-oriented digital services. In contrast, Ipoteka Bank and Agrobank demonstrated relatively
lower digital maturity, indicating the need for further investment in innovative technologies and digital service development.
The proposed DBII provides a comprehensive analytical framework for measuring digital transformation, benchmarking
commercial banks, and supporting strategic decision-making in the banking sector.
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