Chatbots and Citizen Satisfaction: Examining the Role of Trust in AI-Chatbots as a Moderating Variable

被引:0
作者
El Gharbaoui, Ouissale [1 ]
El Boukhari, Hayat [1 ]
Salmi, Abdelkader [2 ]
机构
[1] Sidi Mohamed Ben Abdellah Univ, Fes, Morocco
[2] Mohamed V Univ, Rabat, Morocco
来源
TEM JOURNAL-TECHNOLOGY EDUCATION MANAGEMENT INFORMATICS | 2024年 / 13卷 / 03期
关键词
Artificial intelligence; chatbots; public sector; trust in AI-chatbots; citizens' satisfaction; ARTIFICIAL-INTELLIGENCE; USER SATISFACTION; E-GOVERNMENT; ACCEPTANCE;
D O I
10.18421/TEM133-11
中图分类号
TP [自动化技术、计算机技术];
学科分类号
0812 ;
摘要
This study seeks to investigate the effect of deploying artificial intelligence (AI)-chatbots on citizen satisfaction within the public sector in Morocco, with a particular emphasis on the moderating variable of trust in AI-chatbots. Through an exploration of this correlation, the study aims to comprehend the way in which the incorporation of AI-chatbots into public services affects the perceptions and levels of satisfaction of citizens, with a great interest in how trust in these technologies could either amplify or lessen the impact of these technologies. The research sheds light on the current landscape of these technologies using a survey that was issued to citizens. The survey reveals that even if chatbots are still in their earliest phases of adoption, they are already meeting citizen expectations.
引用
收藏
页码:1825 / 1836
页数:12
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