The Dynamics of User Trust in Artificial Intelligence–Based Information Systems for Organizational Decision Making

Indra Indra; Muh Fuad Mansyur; Adi Heri

doi:10.55927/fjst.v5i1.384

Authors

Indra Indra Universitas Sulawesi Barat
Muh Fuad Mansyur Universitas Sulawesi Barat
Adi Heri Universitas Sulawesi Barat

DOI:

https://doi.org/10.55927/fjst.v5i1.384

Keywords:

Artificial Intelligence, User Trust, Information Systems, Organizational Decision Making, Service Organizations

Abstract

The increasing adoption of artificial intelligence (AI)–based information systems in service sector organizations in Indonesia raises challenges related to user trust in organizational decision-making. This study analyzes the factors influencing user trust in AI-based information systems and examines the role of trust in enhancing decision-making quality and users’ intention to rely on AI. Using a mixed-methods explanatory sequential design, quantitative data were collected through a survey of 60 AI system users in service organizations, complemented by in-depth interviews with six key informants. Quantitative analysis employed linear regression and mediation analysis, while qualitative data were thematically analyzed. The results indicate that AI transparency, system explainability, and perceived reliability positively affect user trust, whereas perceived risk has a negative effect. User trust significantly improves decision-making quality and intention to rely on AI and mediates the relationship between AI system characteristics and decision-making outcomes. This study contributes to the literature on trust in AI-based information systems and offers practical insights for service organizations in designing and managing AI implementations that foster user trust.

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