Customer Adoption of AI-Enabled Digital Financial Services: Integrating Blockchain-Based Payment Trust and AI Service Intelligence

Abstract

The convergence of artificial intelligence (AI) and blockchain technologies is transforming digital financial services, yet limited empirical evidence explains how these technologies jointly shape customer adoption. This study examines customer adoption of AI-enabled digital financial services by integrating blockchain-based payment trust and AI service intelligence within a unified technology adoption framework. Using survey data collected from 220 users and analyzed through partial least squares structural equation modeling (PLS-SEM), the findings reveal that AI service intelligence is the primary determinant of customer attitude, which subsequently drives adoption intention. In contrast, blockchain-based payment trust does not exert a significant direct or indirect influence on customer attitude or adoption intention. These findings are consistent with the view that trusted payment infrastructure may function as a foundational condition rather than a primary differentiating driver of customer adoption in mature digital financial environments. Customer attitude also serves as a significant mediating mechanism, whereas technology awareness does not moderate the proposed relationships. This study extends technology adoption research by demonstrating the dominant role of AI-enabled service intelligence relative to infrastructure-level trust in integrated AI–blockchain financial ecosystems. The findings provide practical guidance for banks, fintech firms, and policymakers seeking to develop intelligent, customer-centric, and trustworthy digital financial services.