{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,29]],"date-time":"2026-03-29T08:36:59Z","timestamp":1774773419804,"version":"3.50.1"},"reference-count":85,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2025,5,29]],"date-time":"2025-05-29T00:00:00Z","timestamp":1748476800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"},{"start":{"date-parts":[[2025,5,29]],"date-time":"2025-05-29T00:00:00Z","timestamp":1748476800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Futur Bus J"],"abstract":"<jats:title>Abstract<\/jats:title>\n          <jats:p>The rapid expansion of technology, particularly artificial intelligence, has significantly challenged and transformed traditional banking channels. This transformation has led banks to rethink their service delivery models, shifting towards more digital and customer-centric approaches that emphasize convenience and personalization. The aim of this study is to identify and analyze the main factors that impact the behavioral intentions of Portuguese consumers in the use of artificial intelligence in mobile banking applications. To this end, 452 responses were collected from Portuguese consumers, and multiple linear regression was used as the method. The results show that perceived quality of service and security are the main factors of trust, which increases attitudes towards AI and comfort with its use. Relative advantage strongly promotes intentions to use, while perceived need and excessive comfort surprisingly reduce the likelihood of adoption. Finally, intention to use positively influences attitudes towards AI, highlighting the role of involvement in shaping consumer perceptions. This study distinctively combines trust, security, and comfort in the analysis of AI adoption in mobile banking, revealing counter-intuitive effects of perceived need and comfort on usage intentions. It also highlights how engagement with AI services shapes consumer attitudes, providing new insights into the dynamics of technology acceptance.<\/jats:p>","DOI":"10.1186\/s43093-025-00510-0","type":"journal-article","created":{"date-parts":[[2025,5,29]],"date-time":"2025-05-29T17:36:50Z","timestamp":1748540210000},"update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":3,"title":["The role of artificial intelligence in mobile banking: decoding portuguese consumers\u2019 perceptions and intentions to engage"],"prefix":"10.1186","volume":"11","author":[{"given":"Jo\u00e3o M.","family":"Lopes","sequence":"first","affiliation":[]},{"given":"Ilda","family":"Massano-Cardoso","sequence":"additional","affiliation":[]},{"given":"Lara","family":"Pedrosa","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2025,5,29]]},"reference":[{"key":"510_CR1","doi-asserted-by":"publisher","unstructured":"Noreen, U.; Shafique, A.; Ahmed, Z.; Ashfaq, M. Banking 4.0: Artificial Intelligence (AI) in Banking Industry & Consumer\u2019s Perspective. Sustainability 2023, 15, 3682, https:\/\/doi.org\/10.3390\/su15043682.","DOI":"10.3390\/su15043682"},{"key":"510_CR2","doi-asserted-by":"publisher","first-page":"328","DOI":"10.1108\/JRIM-07-2018-0087","volume":"12","author":"E Payne","year":"2018","unstructured":"Payne E, Peltier JW, Barger VA (2018) Mobile banking and AI-enabled mobile banking. J Res Interact Mark 12:328\u2013346. https:\/\/doi.org\/10.1108\/JRIM-07-2018-0087","journal-title":"J Res Interact Mark"},{"key":"510_CR3","doi-asserted-by":"publisher","first-page":"1248","DOI":"10.1108\/IJBM-09-2021-0449","volume":"40","author":"JN Sheth","year":"2022","unstructured":"Sheth JN, Jain V, Roy G, Chakraborty A (2022) AI-driven banking services: the next frontier for a personalised experience in the emerging market. Inter J Bank Marketing 40:1248\u20131271. https:\/\/doi.org\/10.1108\/IJBM-09-2021-0449","journal-title":"Inter J Bank Marketing"},{"key":"510_CR4","doi-asserted-by":"publisher","first-page":"319","DOI":"10.2307\/249008","volume":"13","author":"FD Davis","year":"1989","unstructured":"Davis FD (1989) Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Q 13:319\u2013340. https:\/\/doi.org\/10.2307\/249008","journal-title":"MIS Q"},{"key":"510_CR5","volume-title":"Diffusion of Innovations","author":"EM Rogers","year":"1962","unstructured":"Rogers EM (1962) Diffusion of Innovations. Free Press of Glencoe, New York, USA"},{"key":"510_CR6","doi-asserted-by":"publisher","first-page":"1196","DOI":"10.3390\/electronics12051196","volume":"12","author":"S Cho","year":"2023","unstructured":"Cho S, Lee Z, Hwang S, Kim J (2023) Determinants of Bank Closures: What Ensures Sustainable Profitability in Mobile Banking? Electronics 12:1196. https:\/\/doi.org\/10.3390\/electronics12051196","journal-title":"Electronics"},{"key":"510_CR7","doi-asserted-by":"crossref","unstructured":"Tang, Y.; Jiang, S.; Lee, J.C. Continuous usage intention of artificial intelligence (AI)-enabled mobile banking: a preliminary study. In Proceedings of the 2022 2nd International Conference on Economic Development and Business Culture (ICEDBC 2022), 2022; pp. 135\u2013139.","DOI":"10.2991\/978-94-6463-036-7_20"},{"key":"510_CR8","doi-asserted-by":"publisher","unstructured":"Kaur, D.N.; Sahdev, S.L.; Sharma, D.M.; Siddiqui, L. Banking 4.0:\u2019the influence of artificial intelligence on the banking industry & how ai is changing the face of modern day banks\u2019. International Journal of Management 2020, 11, https:\/\/doi.org\/10.34218\/IJM.11.6.2020.049.","DOI":"10.34218\/IJM.11.6.2020.049"},{"key":"510_CR9","doi-asserted-by":"publisher","first-page":"6","DOI":"10.26668\/businessreview\/2023.v8i11.4099","volume":"8","author":"A Dwivedi","year":"2023","unstructured":"Dwivedi A, Kochhar K (2023) Employee\u2019s Attitude Towards Artificial Intelligence in the Indian Banking Sector. Inter J Professional Business Review 8:6","journal-title":"Inter J Professional Business Review"},{"key":"510_CR10","doi-asserted-by":"publisher","first-page":"835","DOI":"10.1057\/s41264-022-00176-7","volume":"28","author":"OH Fares","year":"2023","unstructured":"Fares OH, Butt I, Lee SHM (2023) Utilization of artificial intelligence in the banking sector: a systematic literature review. Journal of Financial Services Marketing 28:835\u2013852. https:\/\/doi.org\/10.1057\/s41264-022-00176-7","journal-title":"Journal of Financial Services Marketing"},{"key":"510_CR11","unstructured":"Statista. Share of bank account holders processing banking matters via mobile banking (smartphone or tablet) in Portugal from 2019 to 2024. Available online: www.statista.com\/statistics\/1465049\/portugal-mobile-banking-usage\/ (accessed on March 11, 2025)."},{"key":"510_CR12","unstructured":"Ag\u00eancia Lusa. Quase 70% dos portugueses desconfia de IA a tratar dados pessoais em servi\u00e7os financeiros. Available online: (Accessed on March 11, 2025)."},{"key":"510_CR13","doi-asserted-by":"publisher","first-page":"4270","DOI":"10.1108\/IJOEM-06-2020-0724","volume":"18","author":"M Rahman","year":"2023","unstructured":"Rahman M, Ming TH, Baigh TA, Sarker M (2023) Adoption of artificial intelligence in banking services: an empirical analysis. Int J Emerg Mark 18:4270\u20134300. https:\/\/doi.org\/10.1108\/IJOEM-06-2020-0724","journal-title":"Int J Emerg Mark"},{"key":"510_CR14","doi-asserted-by":"publisher","first-page":"451","DOI":"10.1111\/j.1540-5915.1996.tb00860.x","volume":"27","author":"V Venkatesh","year":"1996","unstructured":"Venkatesh V, Davis FD (1996) A Model of the Antecedents of Perceived Ease of Use: Development and Test. Decis Sci 27:451\u2013481. https:\/\/doi.org\/10.1111\/j.1540-5915.1996.tb00860.x","journal-title":"Decis Sci"},{"key":"510_CR15","doi-asserted-by":"publisher","unstructured":"Hameed, S.; Nigam, A. Exploring India\u2019s Generation Z perspective on AI enabled internet banking services. foresight 2023, 25, 287\u2013302, https:\/\/doi.org\/10.1108\/FS-10-2021-0213.","DOI":"10.1108\/FS-10-2021-0213"},{"key":"510_CR16","doi-asserted-by":"publisher","first-page":"56","DOI":"10.36838\/v7i2.8","volume":"7","author":"V Venkatesan","year":"2025","unstructured":"Venkatesan V (2025) Revolutionary Trends in Mobile Banking Technology and the Influence of Digital Financial Literacy on Consumer Adoption in the United States. Inter J High School Res 7:56\u201364. https:\/\/doi.org\/10.36838\/v7i2.8","journal-title":"Inter J High School Res"},{"key":"510_CR17","doi-asserted-by":"publisher","DOI":"10.1016\/j.heliyon.2023.e18930","volume":"9","author":"F Alnaser","year":"2023","unstructured":"Alnaser F, Rahi S, Alghizzawi M, Ngah AH (2023) Does artificial intelligence (AI) boost digital banking user satisfaction? Integration of expectation confirmation model and antecedents of artificial intelligence enabled digital banking. Heliyon 9:e18930. https:\/\/doi.org\/10.1016\/j.heliyon.2023.e18930","journal-title":"Heliyon"},{"key":"510_CR18","doi-asserted-by":"publisher","first-page":"14708","DOI":"10.3390\/su142214708","volume":"14","author":"A Hilal","year":"2022","unstructured":"Hilal A, Varela-Neira C (2022) Understanding Consumer Adoption of Mobile Banking: Extending the UTAUT2 Model with Proactive Personality. Sustainability 14:14708. https:\/\/doi.org\/10.3390\/su142214708","journal-title":"Sustainability"},{"key":"510_CR19","doi-asserted-by":"publisher","first-page":"178","DOI":"10.1057\/s41264-022-00145-0","volume":"28","author":"H-B Ong","year":"2023","unstructured":"Ong H-B, Chong L-L (2023) The effect of cashless payments on the internet and mobile banking. J Financial Services Marketing 28:178\u2013188. https:\/\/doi.org\/10.1057\/s41264-022-00145-0","journal-title":"J Financial Services Marketing"},{"key":"510_CR20","doi-asserted-by":"publisher","DOI":"10.1016\/j.gfj.2021.100620","volume":"53","author":"S Loaba","year":"2022","unstructured":"Loaba S (2022) The impact of mobile banking services on saving behavior in West Africa. Glob Financ J 53:100620. https:\/\/doi.org\/10.1016\/j.gfj.2021.100620","journal-title":"Glob Financ J"},{"key":"510_CR21","doi-asserted-by":"publisher","first-page":"333","DOI":"10.1057\/s41599-023-01845-1","volume":"10","author":"J-C Lee","year":"2023","unstructured":"Lee J-C, Tang Y, Jiang S (2023) Understanding continuance intention of artificial intelligence (AI)-enabled mobile banking applications: an extension of AI characteristics to an expectation confirmation model. Humanities and Social Sciences Communications 10:333. https:\/\/doi.org\/10.1057\/s41599-023-01845-1","journal-title":"Humanities and Social Sciences Communications"},{"key":"510_CR22","doi-asserted-by":"publisher","first-page":"302","DOI":"10.1080\/01969722.2022.2112539","volume":"55","author":"K Al-Dosari","year":"2024","unstructured":"Al-Dosari K, Fetais N, Kucukvar M (2024) Artificial Intelligence and Cyber Defense System for Banking Industry: A Qualitative Study of AI Applications and Challenges. Cybern Syst 55:302\u2013330. https:\/\/doi.org\/10.1080\/01969722.2022.2112539","journal-title":"Cybern Syst"},{"key":"510_CR23","doi-asserted-by":"publisher","unstructured":"Lo, A.W.; Singh, M. From ELIZA to ChatGPT: The Evolution of Natural Language Processing and Financial Applications. Journal of Portfolio Management 2023, 49, https:\/\/doi.org\/10.3905\/jpm.2023.1.512.","DOI":"10.3905\/jpm.2023.1.512"},{"key":"510_CR24","doi-asserted-by":"publisher","first-page":"89","DOI":"10.14453\/aabfj.v16i5.07","volume":"16","author":"C Bhattacharya","year":"2022","unstructured":"Bhattacharya C, Sinha M (2022) The role of artificial intelligence in banking for leveraging customer experience. Australasian Accounting, Business and Finance J 16:89\u2013105. https:\/\/doi.org\/10.14453\/aabfj.v16i5.07","journal-title":"Australasian Accounting, Business and Finance J"},{"key":"510_CR25","doi-asserted-by":"publisher","first-page":"54","DOI":"10.24840\/2183-0606_011.003_0003","volume":"11","author":"M Lazo","year":"2023","unstructured":"Lazo M, Ebardo R (2023) Artificial intelligence adoption in the banking industry: Current state and future prospect. J Innovation Management 11:54\u201374. https:\/\/doi.org\/10.24840\/2183-0606_011.003_0003","journal-title":"J Innovation Management"},{"key":"510_CR26","doi-asserted-by":"publisher","first-page":"110","DOI":"10.1080\/17521440.2020.1760454","volume":"14","author":"J Truby","year":"2020","unstructured":"Truby J, Brown R, Dahdal A (2020) Banking on AI: mandating a proactive approach to AI regulation in the financial sector. Law and Financial Markets Review 14:110\u2013120. https:\/\/doi.org\/10.1080\/17521440.2020.1760454","journal-title":"Law and Financial Markets Review"},{"key":"510_CR27","doi-asserted-by":"crossref","unstructured":"Yazid, Z.E.; Zainol, Z.; Bakar, J.A. E-commerce via mobile banking: contemporary shariah issues and ways to address them. International Journal of Professional Business Review: Int. J. Prof. Bus. Rev. 2023, 8, 14.","DOI":"10.26668\/businessreview\/2023.v8i1.1258"},{"key":"510_CR28","doi-asserted-by":"publisher","first-page":"6820","DOI":"10.1080\/1331677X.2022.2053782","volume":"35","author":"L-X Yin","year":"2022","unstructured":"Yin L-X, Lin H-C (2022) Predictors of customers\u2019 continuance intention of mobile banking from the perspective of the interactivity theory. Economic research-Ekonomska istra\u017eivanja 35:6820\u20136849. https:\/\/doi.org\/10.1080\/1331677X.2022.2053782","journal-title":"Economic research-Ekonomska istra\u017eivanja"},{"key":"510_CR29","doi-asserted-by":"publisher","first-page":"1068","DOI":"10.1108\/IJBM-10-2015-0150","volume":"35","author":"M Arcand","year":"2017","unstructured":"Arcand M, PromTep S, Brun I, Rajaobelina L (2017) Mobile banking service quality and customer relationships. Inter J Bank Marketing 35:1068\u20131089. https:\/\/doi.org\/10.1108\/IJBM-10-2015-0150","journal-title":"Inter J Bank Marketing"},{"key":"510_CR30","doi-asserted-by":"publisher","first-page":"34","DOI":"10.1057\/s41264-020-00083-9","volume":"26","author":"S Srivastava","year":"2021","unstructured":"Srivastava S, Vishnani S (2021) Determinants of mobile bank usage among the bank users in North India. J Financial Services Marketing 26:34\u201351. https:\/\/doi.org\/10.1057\/s41264-020-00083-9","journal-title":"J Financial Services Marketing"},{"key":"510_CR31","doi-asserted-by":"publisher","first-page":"1929","DOI":"10.37394\/23207.2022.19.173","volume":"19","author":"R Al-Araj","year":"2022","unstructured":"Al-Araj R, Haddad H, Shehadeh M, Hasan E, Nawaiseh MY (2022) The Effect of Artificial Intelligence on Service Quality and Customer Satisfaction in Jordanian Banking Sector. WSEAS Trans Bus Econ 19:1929\u20131947. https:\/\/doi.org\/10.37394\/23207.2022.19.173","journal-title":"WSEAS Trans Bus Econ"},{"key":"510_CR32","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2020.102424","volume":"60","author":"Q Zhou","year":"2021","unstructured":"Zhou Q, Lim FJ, Yu H, Xu G, Ren X, Liu D, Wang X, Mai X, Xu H (2021) A study on factors affecting service quality and loyalty intention in mobile banking. J Retail Consum Serv 60:102424. https:\/\/doi.org\/10.1016\/j.jretconser.2020.102424","journal-title":"J Retail Consum Serv"},{"key":"510_CR33","doi-asserted-by":"publisher","first-page":"357","DOI":"10.1108\/IJBM-12-2016-0186","volume":"36","author":"S Singh","year":"2018","unstructured":"Singh S, Srivastava RK (2018) Predicting the intention to use mobile banking in India. Inter J Bank Marketing 36:357\u2013378. https:\/\/doi.org\/10.1108\/IJBM-12-2016-0186","journal-title":"Inter J Bank Marketing"},{"key":"510_CR34","doi-asserted-by":"publisher","first-page":"97","DOI":"10.59994\/pau.2023.3.97","volume":"2","author":"N Jaradat","year":"2023","unstructured":"Jaradat N, Al-Zeer I, Areiqat A (2023) The Synergy of FinTech, RegTech, and Artificial Intelligence. J Palestine Ahliya University for Res Studies 2:97\u2013103. https:\/\/doi.org\/10.59994\/pau.2023.3.97","journal-title":"J Palestine Ahliya University for Res Studies"},{"key":"510_CR35","doi-asserted-by":"publisher","first-page":"325","DOI":"10.1086\/209170","volume":"15","author":"BH Sheppard","year":"1988","unstructured":"Sheppard BH, Hartwick J, Warshaw PR (1988) The Theory of Reasoned Action: A Meta-Analysis of Past Research with Recommendations for Modifications and Future Research. J Consumer Res 15:325\u2013343. https:\/\/doi.org\/10.1086\/209170","journal-title":"J Consumer Res"},{"key":"510_CR36","doi-asserted-by":"publisher","first-page":"1410","DOI":"10.1111\/jopy.12817","volume":"91","author":"D Marengo","year":"2023","unstructured":"Marengo D, Elhai JD, Montag C (2023) Predicting Big Five personality traits from smartphone data: A meta-analysis on the potential of digital phenotyping. J Pers 91:1410\u20131424. https:\/\/doi.org\/10.1111\/jopy.12817","journal-title":"J Pers"},{"key":"510_CR37","doi-asserted-by":"publisher","first-page":"12","DOI":"10.11591\/ijece.v14i1.pp1079-1090","volume":"14","author":"R J\u00e1uregui-Velarde","year":"2024","unstructured":"J\u00e1uregui-Velarde R, Andrade-Arenas L, Molina-Velarde P, Yactayo-Arias C (2024) Financial revolution: a systemic analysis of artificial intelligence and machine learning in the banking sector. Inter J Electrical & Comput Eng 14:12. https:\/\/doi.org\/10.11591\/ijece.v14i1.pp1079-1090","journal-title":"Inter J Electrical & Comput Eng"},{"key":"510_CR38","doi-asserted-by":"publisher","first-page":"2847","DOI":"10.1007\/s13369-019-04190-1","volume":"45","author":"S Arora","year":"2020","unstructured":"Arora S, Bhatia MPS (2020) Fingerprint Spoofing Detection to Improve Customer Security in Mobile Financial Applications Using Deep Learning. Arab J Sci Eng 45:2847\u20132863. https:\/\/doi.org\/10.1007\/s13369-019-04190-1","journal-title":"Arab J Sci Eng"},{"key":"510_CR39","doi-asserted-by":"publisher","unstructured":"Al-kfairy, M. Strategic Integration of Generative AI in Organizational Settings: Applications, Challenges and Adoption Requirements. IEEE Engineering Management Review 2025, 1\u201314, https:\/\/doi.org\/10.1109\/emr.2025.3534034.","DOI":"10.1109\/emr.2025.3534034"},{"key":"510_CR40","doi-asserted-by":"crossref","unstructured":"Roy, S.S. Study on Artificial Intelligence (AI) in Indian Banking Sector with Special Reference to Punjab National Bank. In Advances in Business Informatics empowered by AI & Intelligent Systems; CSMFL Publications: 2023; pp. 48\u201372.","DOI":"10.46679\/978819573220304"},{"key":"510_CR41","doi-asserted-by":"publisher","first-page":"9908","DOI":"10.3390\/su15139908","volume":"15","author":"MA Almaiah","year":"2023","unstructured":"Almaiah MA, Al-Otaibi S, Shishakly R, Hassan L, Lutfi A, Alrawad M, Qatawneh M, Alghanam OA (2023) Investigating the Role of Perceived Risk, Perceived Security and Perceived Trust on Smart m-Banking Application Using SEM. Sustainability 15:9908. https:\/\/doi.org\/10.3390\/su15139908","journal-title":"Sustainability"},{"key":"510_CR42","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2021.102659","volume":"62","author":"YM Tang","year":"2021","unstructured":"Tang YM, Chau KY, Xu D, Liu X (2021) Consumer perceptions to support IoT based smart parcel locker logistics in China. J Retail Consum Serv 62:102659. https:\/\/doi.org\/10.1016\/j.jretconser.2021.102659","journal-title":"J Retail Consum Serv"},{"key":"510_CR43","doi-asserted-by":"publisher","first-page":"80181","DOI":"10.1109\/ACCESS.2023.3298824","volume":"11","author":"HU Khan","year":"2023","unstructured":"Khan HU, Malik MZ, Nazir S, Khan F (2023) Utilizing Bio Metric System for Enhancing Cyber Security in Banking Sector: A Systematic Analysis. IEEE Access 11:80181\u201380198. https:\/\/doi.org\/10.1109\/ACCESS.2023.3298824","journal-title":"IEEE Access"},{"key":"510_CR44","doi-asserted-by":"publisher","first-page":"222","DOI":"10.1016\/j.dss.2010.02.008","volume":"49","author":"X Luo","year":"2010","unstructured":"Luo X, Li H, Zhang J, Shim JP (2010) Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decis Support Syst 49:222\u2013234. https:\/\/doi.org\/10.1016\/j.dss.2010.02.008","journal-title":"Decis Support Syst"},{"key":"510_CR45","doi-asserted-by":"publisher","first-page":"6206","DOI":"10.3390\/su13116206","volume":"13","author":"N Cavus","year":"2021","unstructured":"Cavus N, Mohammed YB, Yakubu MN (2021) An Artificial Intelligence-Based Model for Prediction of Parameters Affecting Sustainable Growth of Mobile Banking Apps. Sustainability 13:6206. https:\/\/doi.org\/10.3390\/su13116206","journal-title":"Sustainability"},{"key":"510_CR46","doi-asserted-by":"publisher","first-page":"110","DOI":"10.46827\/ejsss.v5i6.942","volume":"5","author":"L Shambira","year":"2020","unstructured":"Shambira L (2020) Exploring the Adoption of Artificial Intelligence in the Zimbabwe Banking Sector. European J Social Sci Studies 5:110\u2013124. https:\/\/doi.org\/10.46827\/ejsss.v5i6.942","journal-title":"European J Social Sci Studies"},{"key":"510_CR47","doi-asserted-by":"publisher","first-page":"210","DOI":"10.34293\/management.v8iS1-Feb.3778","volume":"8","author":"J Manjaly","year":"2021","unstructured":"Manjaly J, Varghese RM, Varughese P (2021) Artificial Intelligence in the Banking Sector\u2014A Critical Analysis. Shanlax Inter J Management 8:210\u2013216. https:\/\/doi.org\/10.34293\/management.v8iS1-Feb.3778","journal-title":"Shanlax Inter J Management"},{"key":"510_CR48","doi-asserted-by":"publisher","first-page":"383","DOI":"10.18488\/73.v10i3.3090","volume":"10","author":"MS Ali","year":"2022","unstructured":"Ali MS, Swiety IA, Mansour MH (2022) Evaluating the Role of artificial intelligence in the automation of the banking services industry: Evidence from Jordan. Humanities and Social Sciences Letters 10:383\u2013393. https:\/\/doi.org\/10.18488\/73.v10i3.3090","journal-title":"Humanities and Social Sciences Letters"},{"key":"510_CR49","doi-asserted-by":"publisher","first-page":"36","DOI":"10.3390\/ijfs13010036","volume":"13","author":"RS Alkadi","year":"2025","unstructured":"Alkadi RS, Abed SS (2025) AI in Banking: What Drives Generation Z to Adopt AI-Enabled Voice Assistants in Saudi Arabia? International Journal of Financial Studies 13:36. https:\/\/doi.org\/10.3390\/ijfs13010036","journal-title":"International Journal of Financial Studies"},{"key":"510_CR50","doi-asserted-by":"publisher","first-page":"1","DOI":"10.12688\/wellcomeopenres.17550.1","volume":"7","author":"E Jermutus","year":"2022","unstructured":"Jermutus E, Kneale D, Thomas J, Michie S (2022) Influences on User Trust in Healthcare Artificial Intelligence: A Systematic Review. Wellcome Open Research 7:1\u201322. https:\/\/doi.org\/10.12688\/wellcomeopenres.17550.1","journal-title":"Wellcome Open Research"},{"key":"510_CR51","doi-asserted-by":"publisher","first-page":"25","DOI":"10.1108\/JSM-12-2021-0488","volume":"37","author":"S Malodia","year":"2023","unstructured":"Malodia S, Ferraris A, Sakashita M, Dhir A, Gavurova B (2023) Can Alexa serve customers better? AI-driven voice assistant service interactions. J Serv Mark 37:25\u201339. https:\/\/doi.org\/10.1108\/JSM-12-2021-0488","journal-title":"J Serv Mark"},{"key":"510_CR52","doi-asserted-by":"publisher","first-page":"12441","DOI":"10.3390\/su151612441","volume":"15","author":"AB Tulcanaza-Prieto","year":"2023","unstructured":"Tulcanaza-Prieto AB, Cortez-Ordo\u00f1ez A, Lee CW (2023) Influence of Customer Perception Factors on AI-Enabled Customer Experience in the Ecuadorian Banking Environment. Sustainability 15:12441. https:\/\/doi.org\/10.3390\/su151612441","journal-title":"Sustainability"},{"key":"510_CR53","doi-asserted-by":"publisher","first-page":"2025290","DOI":"10.31893\/multiscience.2025290","volume":"7","author":"NTT Dang","year":"2025","unstructured":"Dang NTT (2025) The roles of user adaptation and trust in fostering continuance intention toward mobile banking: an extended decomposed theory of plan behavior. Multidisciplinary Science Journal 7:2025290. https:\/\/doi.org\/10.31893\/multiscience.2025290","journal-title":"Multidisciplinary Science Journal"},{"key":"510_CR54","doi-asserted-by":"publisher","first-page":"215","DOI":"10.37934\/araset.53.2.215224","volume":"53","author":"NN Zakariah","year":"2025","unstructured":"Zakariah NN, Shariff NSM (2025) Factors Influencing Mobile Banking Usage Among Malaysians During Covid-19 Period. Journal of Advanced Research in Applied Sciences and Engineering Technology 53:215\u2013224. https:\/\/doi.org\/10.37934\/araset.53.2.215224","journal-title":"Journal of Advanced Research in Applied Sciences and Engineering Technology"},{"key":"510_CR55","doi-asserted-by":"publisher","first-page":"202","DOI":"10.55544\/jrasb.2.3.27","volume":"2","author":"M Sharma","year":"2023","unstructured":"Sharma M (2023) A Study: How AI is Incorporated in the Middle East Banking. Journal for Research in Applied Sciences and Biotechnology 2:202\u2013208. https:\/\/doi.org\/10.55544\/jrasb.2.3.27","journal-title":"Journal for Research in Applied Sciences and Biotechnology"},{"key":"510_CR56","doi-asserted-by":"publisher","first-page":"45137","DOI":"10.1109\/ACCESS.2022.3169765","volume":"10","author":"AG Putrada","year":"2022","unstructured":"Putrada AG, Abdurohman M, Perdana D, Nuha HH (2022) Machine Learning Methods in Smart Lighting Toward Achieving User Comfort: A Survey. IEEE Access 10:45137\u201345178. https:\/\/doi.org\/10.1109\/ACCESS.2022.3169765","journal-title":"IEEE Access"},{"key":"510_CR57","doi-asserted-by":"publisher","first-page":"1477","DOI":"10.1108\/IJBM-01-2022-0001","volume":"40","author":"A Patsiotis","year":"2022","unstructured":"Patsiotis A, Krasonikolakis I, Lyu J (2022) The antecedents of m-banking usage under capital controls in Greece \u2013 a mixed methods approach. International Journal of Bank Marketing 40:1477\u20131500. https:\/\/doi.org\/10.1108\/IJBM-01-2022-0001","journal-title":"International Journal of Bank Marketing"},{"key":"510_CR58","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1186\/s43093-025-00464-3","volume":"11","author":"K Goyal","year":"2025","unstructured":"Goyal K, Garg M, Malik S (2025) Adoption of artificial intelligence-based credit risk assessment and fraud detection in the banking services: a hybrid approach (SEM-ANN). Future Business Journal 11:1\u201320. https:\/\/doi.org\/10.1186\/s43093-025-00464-3","journal-title":"Future Business Journal"},{"key":"510_CR59","doi-asserted-by":"publisher","first-page":"44","DOI":"10.1504\/IJECRM.2017.10007744","volume":"11","author":"SA Raza","year":"2017","unstructured":"Raza SA, Umer A, Shah N (2017) New determinants of ease of use and perceived usefulness for mobile banking adoption. International Journal of Electronic Customer Relationship Management 11:44\u201365. https:\/\/doi.org\/10.1504\/IJECRM.2017.10007744","journal-title":"International Journal of Electronic Customer Relationship Management"},{"key":"510_CR60","doi-asserted-by":"publisher","first-page":"1031","DOI":"10.1007\/s10796-017-9814-7","volume":"21","author":"M Albashrawi","year":"2019","unstructured":"Albashrawi M, Motiwalla L (2019) Privacy and Personalization in Continued Usage Intention of Mobile Banking: An Integrative Perspective. Inf Syst Front 21:1031\u20131043. https:\/\/doi.org\/10.1007\/s10796-017-9814-7","journal-title":"Inf Syst Front"},{"key":"510_CR61","doi-asserted-by":"publisher","first-page":"616","DOI":"10.3390\/bs14070616","volume":"14","author":"JM Lopes","year":"2024","unstructured":"Lopes JM, Silva LF, Massano-Cardoso I (2024) AI Meets the Shopper: Psychosocial Factors in Ease of Use and Their Effect on E-Commerce Purchase Intention. Behav Sci 14:616. https:\/\/doi.org\/10.3390\/bs14070616","journal-title":"Behav Sci"},{"key":"510_CR62","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2020.106548","volume":"114","author":"N Ameen","year":"2021","unstructured":"Ameen N, Tarhini A, Reppel A, Anand A (2021) Customer experiences in the age of artificial intelligence. Comput Hum Behav 114:106548. https:\/\/doi.org\/10.1016\/j.chb.2020.106548","journal-title":"Comput Hum Behav"},{"key":"510_CR63","doi-asserted-by":"publisher","unstructured":"Chang, C.-C.; Yan, C.-F.; Tseng, J.-S. Perceived convenience in an extended technology acceptance model: Mobile technology and English learning for college students. Australasian Journal of Educational Technology 2012, 28, https:\/\/doi.org\/10.14742\/ajet.818.","DOI":"10.14742\/ajet.818"},{"key":"510_CR64","doi-asserted-by":"publisher","first-page":"43","DOI":"10.46763\/IJEMT2332043t","volume":"3","author":"Z Temelkov","year":"2023","unstructured":"Temelkov Z (2023) Overview of Artificial Intelligence (AI) application in the banking industry. International Journal of Economics, Management and Tourism 3:43\u201351. https:\/\/doi.org\/10.46763\/IJEMT2332043t","journal-title":"International Journal of Economics, Management and Tourism"},{"key":"510_CR65","doi-asserted-by":"publisher","first-page":"4053","DOI":"10.3390\/su15054053","volume":"15","author":"R Kumar","year":"2023","unstructured":"Kumar R, Singh R, Kumar K, Khan S, Corvello V (2023) How Does Perceived Risk and Trust Affect Mobile Banking Adoption? Empirical Evidence from India Sustainability 15:4053. https:\/\/doi.org\/10.3390\/su15054053","journal-title":"Empirical Evidence from India Sustainability"},{"key":"510_CR66","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1108\/JABS-08-2019-0252","volume":"15","author":"S Kaur","year":"2020","unstructured":"Kaur S, Arora S (2020) Role of perceived risk in online banking and its impact on behavioral intention: trust as a moderator. Journal of Asia Business Studies 15:1\u201330. https:\/\/doi.org\/10.1108\/JABS-08-2019-0252","journal-title":"Journal of Asia Business Studies"},{"key":"510_CR67","doi-asserted-by":"publisher","first-page":"1005","DOI":"10.1037\/a0013193","volume":"95","author":"FF Chen","year":"2008","unstructured":"Chen FF (2008) What happens if we compare chopsticks with forks? The impact of making inappropriate comparisons in cross-cultural research. J Pers Soc Psychol 95:1005","journal-title":"J Pers Soc Psychol"},{"key":"510_CR68","doi-asserted-by":"publisher","unstructured":"International Test Commission. ITC Guidelines for Translating and Adapting Tests (Second Edition). International Journal of Testing 2018, 18, 101\u2013134, https:\/\/doi.org\/10.1080\/15305058.2017.1398166.","DOI":"10.1080\/15305058.2017.1398166"},{"key":"510_CR69","doi-asserted-by":"publisher","first-page":"381","DOI":"10.1016\/S0268-4012(03)00065-3","volume":"23","author":"I Brown","year":"2003","unstructured":"Brown I, Cajee Z, Davies D, Stroebel S (2003) Cell phone banking: predictors of adoption in South Africa\u2014an exploratory study. Int J Inf Manage 23:381\u2013394. https:\/\/doi.org\/10.1016\/S0268-4012(03)00065-3","journal-title":"Int J Inf Manage"},{"key":"510_CR70","doi-asserted-by":"publisher","unstructured":"Choudhury, V.; Karahanna, E. The relative advantage of electronic channels: a multidimensional view. MIS quarterly 2008, 179\u2013200, https:\/\/doi.org\/10.2307\/25148833.","DOI":"10.2307\/25148833"},{"key":"510_CR71","doi-asserted-by":"publisher","first-page":"130","DOI":"10.1016\/j.elerap.2008.11.006","volume":"8","author":"M-C Lee","year":"2009","unstructured":"Lee M-C (2009) Factors influencing the adoption of internet banking: An integration of TAM and TPB with perceived risk and perceived benefit. Electron Commer Res Appl 8:130\u2013141. https:\/\/doi.org\/10.1016\/j.elerap.2008.11.006","journal-title":"Electron Commer Res Appl"},{"key":"510_CR72","doi-asserted-by":"publisher","first-page":"252","DOI":"10.1016\/j.ijinfomgt.2010.07.006","volume":"31","author":"H-F Lin","year":"2011","unstructured":"Lin H-F (2011) An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust. Int J Inf Manage 31:252\u2013260. https:\/\/doi.org\/10.1016\/j.ijinfomgt.2010.07.006","journal-title":"Int J Inf Manage"},{"key":"510_CR73","first-page":"379","volume":"13","author":"I Al-Jabri","year":"2012","unstructured":"Al-Jabri I, Sohail MS (2012) Mobile banking adoption: Application of diffusion of innovation theory. J Electron Commer Res 13:379\u2013391","journal-title":"J Electron Commer Res"},{"key":"510_CR74","doi-asserted-by":"publisher","first-page":"332","DOI":"10.1108\/07363760110393001","volume":"18","author":"M Colgate","year":"2001","unstructured":"Colgate M, Lang B (2001) Switching barriers in consumer markets: an investigation of the financial services industry. J Consum Mark 18:332\u2013347. https:\/\/doi.org\/10.1108\/07363760110393001","journal-title":"J Consum Mark"},{"key":"510_CR75","doi-asserted-by":"publisher","first-page":"184","DOI":"10.1177\/0092070302303001","volume":"30","author":"PA Dabholkar","year":"2002","unstructured":"Dabholkar PA, Bagozzi RP (2002) An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. J Acad Mark Sci 30:184\u2013201. https:\/\/doi.org\/10.1177\/0092070302303001","journal-title":"J Acad Mark Sci"},{"key":"510_CR76","unstructured":"Mar\u00f4co, J. An\u00e1lise de equa\u00e7\u00f5es estruturais: Fundamentos te\u00f3ricos, software & aplica\u00e7\u00f5es; ReportNumber, Lda: P\u00earo Pinheiro, Portugal,, 2014."},{"key":"510_CR77","unstructured":"Kline, R.B. Principles and practice of structural equation modeling; Guilford publications: New York, NY, USA, 2023."},{"key":"510_CR78","volume-title":"Multivariate Data Analysis; Cengage: Cengage: Boston","author":"JF Hair","year":"2019","unstructured":"Hair JF, Black WC, Babin BJ, Anderson RE (2019) Multivariate Data Analysis; Cengage: Cengage: Boston. MA, USA"},{"key":"510_CR79","unstructured":"Gareth, J.; Daniela, W.; Trevor, H.; Robert, T. An introduction to statistical learning: with applications in R; Spinger: New York, USA, 2013."},{"key":"510_CR80","doi-asserted-by":"publisher","first-page":"557","DOI":"10.31000\/dmj.v7i4.9497","volume":"7","author":"A Jasmine","year":"2023","unstructured":"Jasmine A, Hasan I, Siagian YM (2023) The Moderation Role of People Concern with Technology on Intention to Use Mobile Banking Using Artificial Intelligence. Dynamic Management Journal 7:557\u2013572. https:\/\/doi.org\/10.31000\/dmj.v7i4.9497","journal-title":"Dynamic Management Journal"},{"key":"510_CR81","doi-asserted-by":"publisher","unstructured":"Amer, T.B.; Al-Omar, M.I.A. The impact of cyber security on preventing and mitigating electronic crimes in the Jordanian banking sector. International Journal of Advanced Computer Science and Applications 2023, 14, https:\/\/doi.org\/10.14569\/IJACSA.2023.0140841.","DOI":"10.14569\/IJACSA.2023.0140841"},{"key":"510_CR82","doi-asserted-by":"publisher","first-page":"1066","DOI":"10.3390\/buildings13041066","volume":"13","author":"S Na","year":"2023","unstructured":"Na S, Heo S, Choi W, Han S, Kim C (2023) Firm Size and Artificial Intelligence (AI)-Based Technology Adoption: The Role of Corporate Size in South Korean Construction Companies. Buildings 13:1066. https:\/\/doi.org\/10.3390\/buildings13041066","journal-title":"Buildings"},{"key":"510_CR83","doi-asserted-by":"publisher","first-page":"2518","DOI":"10.3390\/buildings13102518","volume":"13","author":"S Na","year":"2023","unstructured":"Na S, Heo S, Choi W, Kim C, Whang SW (2023) Artificial Intelligence (AI)-Based Technology Adoption in the Construction Industry: A Cross National Perspective Using the Technology Acceptance Model. Buildings 13:2518. https:\/\/doi.org\/10.3390\/buildings13102518","journal-title":"Buildings"},{"key":"510_CR84","doi-asserted-by":"publisher","unstructured":"Cavus, N.; Mohammed, Y.B.; Gital, A.Y.u.; Bulama, M.; Tukur, A.M.; Mohammed, D.; Isah, M.L.; Hassan, A. Emotional Artificial Neural Networks and Gaussian Process-Regression-Based Hybrid Machine-Learning Model for Prediction of Security and Privacy Effects on M-Banking Attractiveness. Sustainability 2022, 14, 5826, https:\/\/doi.org\/10.3390\/su14105826.","DOI":"10.3390\/su14105826"},{"key":"510_CR85","doi-asserted-by":"publisher","first-page":"1","DOI":"10.54517\/esp.v9i5.1934","volume":"9","author":"R Kaur","year":"2024","unstructured":"Kaur R, Dharmadhikari SP, Khurjekar S (2024) Assessing the customer adoption and perceptions for AI-driven sustainable initiatives in Indian banking sector. Environment and Social Psychology 9:1\u201315. https:\/\/doi.org\/10.54517\/esp.v9i5.1934","journal-title":"Environment and Social Psychology"}],"container-title":["Future Business Journal"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1186\/s43093-025-00510-0.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1186\/s43093-025-00510-0\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1186\/s43093-025-00510-0.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,5,29]],"date-time":"2025-05-29T17:36:54Z","timestamp":1748540214000},"score":1,"resource":{"primary":{"URL":"https:\/\/fbj.springeropen.com\/articles\/10.1186\/s43093-025-00510-0"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,5,29]]},"references-count":85,"journal-issue":{"issue":"1","published-online":{"date-parts":[[2025,12]]}},"alternative-id":["510"],"URL":"https:\/\/doi.org\/10.1186\/s43093-025-00510-0","relation":{},"ISSN":["2314-7210"],"issn-type":[{"value":"2314-7210","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,5,29]]},"assertion":[{"value":"18 November 2024","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"4 April 2025","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"29 May 2025","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Declarations"}},{"value":"Written consent was obtained from all the participants involved in the study.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Ethics approval and consent to participate"}},{"value":"We attest to the fact that all authors have contributed significantly to the work, have read the manuscript, attest to the validity and legitimacy of the data and their interpretation, and agree for publication this manuscript in the Future.","order":3,"name":"Ethics","group":{"name":"EthicsHeading","label":"Consent for publication"}},{"value":"The authors declare no competing interests.","order":4,"name":"Ethics","group":{"name":"EthicsHeading","label":"Competing interest"}}],"article-number":"125"}}