E-Thesis 193 views
Examining the Factors Influencing Citizen Adoption of E-government Chatbot Services in Jordan / IBRAHIM MOHAMAD
Swansea University Author: IBRAHIM MOHAMAD
DOI (Published version): 10.23889/SUthesis.65376
Abstract
Many governments have given particular attention to adopting AI technologies to improve work efficiency and quality of e-government services. AI-based chatbot technology is one of the most innovative AI technologies within the e-government context. Public organizations are adopting chatbots and expe...
| Published: |
Swansea, Wales, UK
2023
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| Institution: | Swansea University |
| Degree level: | Doctoral |
| Degree name: | Ph.D |
| Supervisor: | Dwivedi, Yogesh., Hughes, Laurie. and Malik, Tegwen. |
| URI: | https://cronfa.swan.ac.uk/Record/cronfa65376 |
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| Abstract: |
Many governments have given particular attention to adopting AI technologies to improve work efficiency and quality of e-government services. AI-based chatbot technology is one of the most innovative AI technologies within the e-government context. Public organizations are adopting chatbots and experiencing rapid growth in the enhancing of citizens' services, offering instant responses to citizens' queries, reducing waiting times, improving service availability, and completing governmental transactions in real time. Jordan was one of the first countries in the Middle East to adopt AI chatbot technology to provide numerous e-services for citizens (e.g., inquiries, e-payment, and guiding citizens to complete transactions). Although the analysis of adoption characteristics of AI Chatbots has been researched in a number of studies, the existing chatbot adoption research has failed to explore citizen adoption within the Jordan context. The Jordanian perspective offers valuable insight to the digitalization of public services within the important area of the world and contributes to a wider understanding of the many underlying complexities surrounding citizens' adoption of chatbot technologies. Therefore, this research aims to investigate the key factors that influence citizen adoption of e-government chatbot services in Jordan. An in-depth review of IS/ IT adoption models and theories in the e-government field reveals that the extended Unified Theory of Acceptance and Use of Technology (UTAUT2) is considered the most comprehensive and applicable model for examining citizens' adoption of chatbots in Jordan's public sector. The analysis of chatbot literature showed that there is a need to improve the predictive ability of the UTAUT2 model in the chatbot adoption context. Accordingly, this research has extended the UTAUT2 model with a set of external variables (i.e., attitude, trust, anxiety, self-efficacy, personal innovativeness (PI), anthropomorphism, active control (AC), ubiquitous connectivity (UC), and synchronicity). In this research, a longitudinal approach was employed to investigate citizens adoption of e-government chatbot services in Jordan. Quantitative longitudinal data was collected using a survey method from 319 Jordanian citizens over multiple time points. This longitudinal approach allowed for a comprehensive understanding of behavioral intentions and usage behaviour and offering precise insights into citizens perceptions of chatbot adoption in the Jordanian public sector. The hypotheses was tested using structural equation modeling. The results found that attitude, performance expectancy (PE), effort expectancy (EE), social influence (SI), hedonic motivation (HM), facilitating conditions (FC), self-efficacy, anthropomorphism, PI, and trust positively influenced Jordanian citizens' intentions to use e-government chatbot services in Jordan. In contrast, anxiety has a negative impact on citizens' behavioral intentions. In addition, the findings demonstrated that behavioral intentions (BI), FC, AC, UC, and synchronicity positively influenced citizens' usage behavior (UB) toward e-government chatbot services in Jordan. Besides, citizens' frequent utilization of e-government chatbot services is a discernible indicator of their satisfactory experiences with these services. Furthermore, satisfaction influences citizens' future continuance usage intention of chatbot services. This research contributes to enriching the knowledge of IS, AI, and the chatbot adoption literature. The research also demonstrates theoretical contributions to the existing UTAUT2 literature by proposing and validating a conceptual model based on an extension of the UTAUT2 theory in the Jordan context. Furthermore, the results of this research provide valuable guidance for the Jordanian government to improve the chatbot features to meet citizens' needs. |
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| Keywords: |
E-government, Technology adoption, AI adoption, Chatbot services, Citizen adoption, Jordan |
| College: |
Faculty of Humanities and Social Sciences |
| Funders: |
Hashemite University |