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Vol.13, No.3, August 2024. ISSN: 2217-8309 eISSN: 2217-8333
TEM Journal
TECHNOLOGY, EDUCATION, MANAGEMENT, INFORMATICS Association for Information Communication Technology Education and Science |
Chatbots and Citizen Satisfaction: Examining the Role of Trust in AI-Chatbots as a Moderating Variable
Ouissale El Gharbaoui, Hayat El boukhari, Abdelkader Salmi
© 2024 Ouissale El Gharbaoui, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)
Citation Information: TEM Journal. Volume 13, Issue 3, Pages 1825-1836, ISSN 2217-8309, DOI: 10.18421/TEM133-11, August 2024.
Received: 24 March 2024. Revised: 15 July 2024.
Abstract:
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.
Keywords – Artificial intelligence, chatbots, public sector, trust in AI-chatbots, citizens’ satisfaction. |
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