Effect of Explainable AI Features on User Satisfaction and Purchase Intention in Saudi Mobile Shopping Apps

This study examines the impact of explainable artificial intelligence (XAI) features on user satisfaction and purchase intention in Saudi mobile shopping applications, utilising the stimulus–organism–response (S–O–R) framework. With the increasing reliance on AI-driven decision support in e-commerce, enhancing transparency, fairness, trustworthiness, and interpretability has become crucial for shaping consumer perceptions and behavioural responses. The research employed a quantitative methodology using partial least squares structural equation modelling (PLS-SEM) to examine the relationships among stimulus factors, cognitive and affective states, consumer satisfaction, and purchase intention. In a survey of 597 respondents from Jeddah and Makkah, Saudi Arabia, the findings highlight that fairness and bias detection, trustworthiness, and transparency significantly influence consumers’ cognitive and affective states, which in turn enhance satisfaction and intention to purchase. Consumer satisfaction emerged as a critical mediator, reinforcing the role of positive emotional and cognitive experiences in driving purchase behaviours. However, interpretability showed limited impact, suggesting that consumers may prioritise fairness and trustworthiness over technical clarity of explanations. Theoretically, this study contributes to advancing knowledge on the role of XAI in consumer behaviour by integrating fairness, transparency, and affective responses into the S–O–R paradigm. From a managerial perspective, the results underscore the importance for mobile shopping platforms to design AI systems that foster trust, reduce perceived bias, and ensure transparency, thereby improving consumer engagement and purchase outcomes. By addressing gaps in interpretability and transparency, businesses can strengthen user trust and loyalty, ultimately enhancing competitive advantage in Saudi Arabia’s rapidly growing e-commerce sector.