Location
Hilton Hawaiian Village, Honolulu, Hawaii
Event Website
https://hicss.hawaii.edu/
Start Date
3-1-2024 12:00 AM
End Date
6-1-2024 12:00 AM
Description
Chatbots 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.
Recommended Citation
Kim, Seongjin; Tang, Zhenya; Kim, Dan; and Ahn, Hyunchul, "Exploring the Impact of Perceived Convenience, Autonomy, and Satisfaction on Citizens’ Continuance with Government Chatbots" (2024). Hawaii International Conference on System Sciences 2024 (HICSS-57). 6.
https://aisel.aisnet.org/hicss-57/cl/ethics/6
Exploring the Impact of Perceived Convenience, Autonomy, and Satisfaction on Citizens’ Continuance with Government Chatbots
Hilton Hawaiian Village, Honolulu, Hawaii
Chatbots 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.
https://aisel.aisnet.org/hicss-57/cl/ethics/6