Final DBA Dissertation Defense - Md Zahedul Alam скачать в хорошем качестве

Final DBA Dissertation Defense - Md Zahedul Alam

Final DBA Dissertation Defense - Md Zahedul Alam. ABSTRACT Artificial intelligence (AI) is transforming mobile financial services (MFS), yet limited research examines how AI-driven psychological, relational, and service-level factors shape users’ continued engagement in emerging markets. Grounded in service-dominant logic, this dissertation develops and tests a multi-layered model in the context of bKash, Bangladesh. The model positions four psychological antecedents - Trust, Security, Privacy, and Emotional Connections - as key drivers of two relational interaction constructs: Comfort with AI and Value Co-Creation. These relational variables, in turn, influence Service Delivery Outcomes, which ultimately shape users’ Continuance Intention. Perceived Self-Efficacy is examined as a moderator, with demographic, technological, and social influence factors included as controls. Using survey data from existing bKash users, Partial Least Squares – Structural Equation Modeling (PLS-SEM) indicates that all psychological antecedents significantly enhance both relational interaction constructs. Comfort with AI and Value Co-Creation strongly predict service delivery perceptions and sustained usage intentions, with Service Delivery Outcomes emerging as a pivotal determinant of continuance. Mediation analyses reveal multi-stage indirect pathways linking psychological antecedents to long-term engagement through relational and service performance mechanisms. Survey data from 348 bKash users were analyzed using PLS-SEM. Findings demonstrate that AI-driven psychological and relational mechanisms critically shape service performance perceptions and long-term user engagement. The study provides actionable guidance for strengthening AI-enabled trust building, relational value, and service excellence in digital financial ecosystems. Keywords: AI-powered mobile financial services (MFS), psychological antecedents, perceived self-efficacy, relational interactions, service delivery outcomes, continuance intention, customer retention, bKash, Bangladesh. Learn More About the UW-Whitewater Doctorate of Business Administration - https://www.uww.edu/cobe/doctorate