Exploring the Impact of Perceived Convenience, Autonomy, and Satisfaction on Citizens’ Continuance with Government Chatbots

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dc.contributor.authorKim, Seongjin
dc.contributor.authorTang, Zhenya
dc.contributor.authorKim, Dan
dc.contributor.authorAhn, Hyunchul
dc.date.accessioned2023-12-26T18:36:11Z
dc.date.available2023-12-26T18:36:11Z
dc.date.issued2024-01-03
dc.identifier.doihttps://doi.org/10.24251/HICSS.2024.059
dc.identifier.isbn978-0-9981331-7-1
dc.identifier.otherfb7381fb-bd23-46be-a6ee-e41e0144e162
dc.identifier.urihttps://hdl.handle.net/10125/106434
dc.language.isoeng
dc.relation.ispartofProceedings of the 57th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectConversational AI and Ethical Issues
dc.subjectai chatbot
dc.subjectai chatbots
dc.subjectgoodpy
dc.subjectgovernment chatbots
dc.titleExploring the Impact of Perceived Convenience, Autonomy, and Satisfaction on Citizens’ Continuance with Government Chatbots
dc.typeConference Paper
dc.type.dcmiText
dcterms.abstractChatbots are computer programs that utilize artificial intelligence techniques to simulate human-like conversations with users. Governments worldwide are increasingly employing them to engage with citizens, provide information and services, and support government activities. By employing the Information Systems Continuance Model and Resources Matching Theory as theoretical frameworks, this study explores the influence of perceived convenience, autonomy-related control, and citizens’ satisfaction on their continuance with government chatbots. The findings of the study indicate that citizens’ decision to continue using government chatbots is directly affected by their perceived convenience, autonomy-related control, and satisfaction and indirectly influenced by expectation confirmation. Theoretical and practical implications for the use of chatbots in government contexts are discussed.
dcterms.extent9 pages
prism.startingpage498

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