Table 1.

Study measures.

Constructs	Details	Sample items
Normative ethical alignment (NEA)	Adapted from Mullangi et al. (2018), Nadeem (2025), and Kannan (2024a,b), 4 items	The bank’s AI systems reflect ethical principles that align with customer values.
Institutional accountability mechanisms (IAM)	Adapted from Percy et al. (2021), Tavasoli et al. (2025), 5 items	The bank has clear accountability systems for AI-driven decisions.
Algorithmic transparency and explainability (ATE)	Adapted from Lee and Cha (2025), Ayadurai and Joneidy (2021), 5 items	The bank explains AI-based decisions in a way customers can understand.
Data security and privacy resilience (DSP)	Adapted from Kumar et al. (2025), Munira, (2025a,b), 4 items	The bank’s AI systems adequately protect my personal information.
Regulatory and social legitimacy (RSL)	Adapted from Yoganathan et al. (2025), Adeyelu et al. (2024), 3 items	The bank’s AI practices comply with relevant legal and ethical standards.
Sustainable customer trust (SCT)	Adapted from Ni (2024), Nadeem (2025), 5 items	I trust the bank’s AI-enabled services to consistently act in my best interest.
Customer retention (CR)	Adapted from Munira, (2025a,b), Ashrafuzzaman et al. (2025), 4 items	I intend to continue using this bank because of its trustworthy AI services.