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Examining the Factors Influencing Citizen Adoption of E-government Chatbot Services in Jordan / IBRAHIM MOHAMAD

Swansea University Author: IBRAHIM MOHAMAD

  • E-Thesis under embargo until: 7th December 2028

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...

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Published: Swansea, Wales, UK 2023
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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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. 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spelling v2 65376 2023-12-22 Examining the Factors Influencing Citizen Adoption of E-government Chatbot Services in Jordan 319b61ee08e20be7e4ab143443e76f4b IBRAHIM MOHAMAD IBRAHIM MOHAMAD true false 2023-12-22 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. E-Thesis Swansea, Wales, UK E-government, Technology adoption, AI adoption, Chatbot services, Citizen adoption, Jordan 7 12 2023 2023-12-07 10.23889/SUthesis.65376 COLLEGE NANME COLLEGE CODE Swansea University Dwivedi, Yogesh., Hughes, Laurie. and Malik, Tegwen. Doctoral Ph.D Hashemite University Hashemite University 2023-12-22T13:32:00.9239791 2023-12-22T13:22:16.4798317 Faculty of Humanities and Social Sciences School of Management - Business Management IBRAHIM MOHAMAD 1 Under embargo Under embargo 2023-12-22T13:28:12.2595608 Output 5046209 application/pdf E-Thesis true 2028-12-07T00:00:00.0000000 Copyright: The Author, Ibrahim M. K. Mohamad, 2023. Distributed under the terms of a Creative Commons Attribution 4.0 International License (CC BY 4.0). true eng https://creativecommons.org/licenses/by/4.0/
title Examining the Factors Influencing Citizen Adoption of E-government Chatbot Services in Jordan
spellingShingle Examining the Factors Influencing Citizen Adoption of E-government Chatbot Services in Jordan
IBRAHIM MOHAMAD
title_short Examining the Factors Influencing Citizen Adoption of E-government Chatbot Services in Jordan
title_full Examining the Factors Influencing Citizen Adoption of E-government Chatbot Services in Jordan
title_fullStr Examining the Factors Influencing Citizen Adoption of E-government Chatbot Services in Jordan
title_full_unstemmed Examining the Factors Influencing Citizen Adoption of E-government Chatbot Services in Jordan
title_sort Examining the Factors Influencing Citizen Adoption of E-government Chatbot Services in Jordan
author_id_str_mv 319b61ee08e20be7e4ab143443e76f4b
author_id_fullname_str_mv 319b61ee08e20be7e4ab143443e76f4b_***_IBRAHIM MOHAMAD
author IBRAHIM MOHAMAD
author2 IBRAHIM MOHAMAD
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description 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.
published_date 2023-12-07T13:32:01Z
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score 11.016771

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