AI-Enabled Mobile Banking Adoption and Continued Use: The Roles of Trust, Perceived Risk, Security, and AI Perceptions
Year: 2026
Type: article
Abstract: The rapid integration of artificial intelligence (AI) into mobile banking is changing how customers interact with financial services and make technology-mediated decisions. This conceptual review examines the factors shaping the adoption and continued use of AI-enabled mobile banking, with particular emphasis on trust, perceived risk, perceived security, and AI-specific perceptions. Drawing on technology acceptance, trust, and perceived risk theories, the review synthesizes findings from research on mobile banking, financial technology, AI-enabled banking applications, chatbots, voice assistants, and generative AI. The literature suggests that consumer trust functions as a central mechanism linking perceived intelligence, anthropomorphism, explainability, perceived risk, and perceived security with behavioural intention and actual or continued use. The review also identifies important distinctions between perceived risk and perceived security and shows that the effects of these factors vary across cultural, demographic, digital-literacy, and financial-inclusion contexts. Evidence further indicates that explainability alone may not be sufficient to establish trust, as customers may require explanations that are understandable and relevant to their decisions. The review proposes an integrated conceptual framework that positions trust as a key mediating mechanism while recognizing the direct effects of perceived risk and perceived security on adoption-related outcomes. The chapter concludes by identifying gaps in longitudinal, cross-cultural, and actual-use research and proposes directions for developing more trustworthy and context-sensitive AI-enabled mobile banking services.
Institution: Goa University
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: gold
OpenAlex ID: W7214985643