Abstract/Summary

The rise of artificial intelligence (AI) within financial services digital platform ecosystems (FSDPEs) presents unique challenges and opportunities for building trust, impacting the outcomes of willingness to transact, collaboration, and network coopetition. This research investigates these outcomes, addressing the limited inclusion of AI in existing FSDPE trust research. It proposes a novel framework, the Digital Platform Ecosystems Trust Outcomes (DPETO) model, to understand how AI empowers trust. An extensive literature review synthesises cross-disciplinary research, analysing over 200 academic sources. The study employs advanced quantitative analysis techniques, combining Partial Least Squares Structural Equation Modeling (PLS-SEM) with the emerging Necessary Condition Analysis (NCA) method. Data collection utilises a survey administered through the Qualtrics platform, garnering responses from 333 participants sourced from the Prolific platform. This research contributes to IS Trust (information systems) in two key ways: Conceptual Model: The DPETO model offers a novel framework for understanding trust within FSDPEs, explicitly incorporating the moderating role of AI explainability. Research Methodology: This study introduces the use of NCA within IS research, providing valuable insights into the necessary conditions for trust in FSDPEs. Additionally, this research presents critical findings which have significant implications for both researchers and practitioners working on FSDPEs and AI. Meaningful Relationship: A positive relationship exists between FSDPE composition principles like platform AI and value creation, ultimately impacting the outcomes of willingness to transact, network coopetition, and collaboration. Vital Role of Trust in Transactional Behaviours: Trust plays a crucial role in facilitating transactional and cooperative behaviours within the FSDPE landscape, as evidenced by the identified relationships across all outcomes. Mediation Effects: The mediation effect of trust is stronger when influencing FSDPE outcomes related to platform AI with explainability features (xAI). This finding highlights the crucial role of explaining AI's decision-making in building trust within FSDPEs. These novel contributions demonstrate the significance of incorporating AI explainability into trust models within FSDPEs and advances the broader field of IS trust research.