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Examining the factors influencing citizen adoption of e-government chatbot services in Jordan: A longitudinal survey study

Ibrahim Mohamad, Laurie Hughes, Ali Abdallah Alalwan, Tegwen Malik Orcid Logo, Yogesh K. Dwivedi

Technological Forecasting and Social Change, Volume: 222, Start page: 124398

Swansea University Author: Tegwen Malik Orcid Logo

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DOI (Published version): 10.1016/j.techfore.2025.124398

Abstract

Many governments are focusing on adopting Artificial Intelligence (AI)-based chatbot technology to enhance work efficiency and improve e-government services. Jordan was among the first Middle Eastern countries to implement AI chatbots to offer various e-services to its citizens. While previous studi...

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Published in: Technological Forecasting and Social Change
ISSN: 0040-1625
Published: Elsevier BV 2026
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URI: https://cronfa.swan.ac.uk/Record/cronfa70714
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spelling 2025-12-04T11:33:17.6778171 v2 70714 2025-10-17 Examining the factors influencing citizen adoption of e-government chatbot services in Jordan: A longitudinal survey study d7e74f3c3979dff2baba1a16fe50e24a 0000-0003-4315-5726 Tegwen Malik Tegwen Malik true false 2025-10-17 CBAE Many governments are focusing on adopting Artificial Intelligence (AI)-based chatbot technology to enhance work efficiency and improve e-government services. Jordan was among the first Middle Eastern countries to implement AI chatbots to offer various e-services to its citizens. While previous studies have examined the adoption of AI chatbots, they have not explored citizen adoption within the Jordanian context. This research investigates the key factors influencing citizen adoption of e-government chatbot services in Jordan by extending the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) theory with additional external variables. A longitudinal survey of 319 Jordanian citizens was conducted, with data collected at two different points using Structural equation modeling to test the hypotheses. Results demonstrate that attitude, performance expectancy, effort expectancy, social influence, hedonic motivation, facilitating conditions, self-efficacy, anthropomorphism, personal innovativeness, and trust - positively impacted Jordanian citizens' intentions to use e-government chatbot services, whilst anxiety had a negative effect. Behavioral intentions, facilitating conditions, synchronicity, active control, and ubiquitous connectivity, positively influenced usage behavior, which in turn significantly influenced satisfaction. Satisfaction also influenced citizens' future continuance usage intentions. This study offers valuable insights for enhancing e-government chatbot features to meet citizens' needs within a Middle Eastern context. Journal Article Technological Forecasting and Social Change 222 124398 Elsevier BV 0040-1625 Chatbot; Citizen; Adoption; UTAUT model; E-government adoption; Jordan 1 1 2026 2026-01-01 10.1016/j.techfore.2025.124398 COLLEGE NANME Management School COLLEGE CODE CBAE Swansea University Another institution paid the OA fee 2025-12-04T11:33:17.6778171 2025-10-17T09:58:02.1270616 Faculty of Humanities and Social Sciences School of Management - Business Management Ibrahim Mohamad 1 Laurie Hughes 2 Ali Abdallah Alalwan 3 Tegwen Malik 0000-0003-4315-5726 4 Yogesh K. Dwivedi 5 70714__35756__217afb661e8f426c96e794caa3bd84ee.pdf 70714.VoR.pdf 2025-12-04T11:28:03.8836881 Output 3217596 application/pdf Version of Record true © 2025 The Authors. This is an open access article under the CC BY license. true eng http://creativecommons.org/licenses/by/4.0/
title Examining the factors influencing citizen adoption of e-government chatbot services in Jordan: A longitudinal survey study
spellingShingle Examining the factors influencing citizen adoption of e-government chatbot services in Jordan: A longitudinal survey study
Tegwen Malik
title_short Examining the factors influencing citizen adoption of e-government chatbot services in Jordan: A longitudinal survey study
title_full Examining the factors influencing citizen adoption of e-government chatbot services in Jordan: A longitudinal survey study
title_fullStr Examining the factors influencing citizen adoption of e-government chatbot services in Jordan: A longitudinal survey study
title_full_unstemmed Examining the factors influencing citizen adoption of e-government chatbot services in Jordan: A longitudinal survey study
title_sort Examining the factors influencing citizen adoption of e-government chatbot services in Jordan: A longitudinal survey study
author_id_str_mv d7e74f3c3979dff2baba1a16fe50e24a
author_id_fullname_str_mv d7e74f3c3979dff2baba1a16fe50e24a_***_Tegwen Malik
author Tegwen Malik
author2 Ibrahim Mohamad
Laurie Hughes
Ali Abdallah Alalwan
Tegwen Malik
Yogesh K. Dwivedi
format Journal article
container_title Technological Forecasting and Social Change
container_volume 222
container_start_page 124398
publishDate 2026
institution Swansea University
issn 0040-1625
doi_str_mv 10.1016/j.techfore.2025.124398
publisher Elsevier BV
college_str Faculty of Humanities and Social Sciences
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hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
document_store_str 1
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description Many governments are focusing on adopting Artificial Intelligence (AI)-based chatbot technology to enhance work efficiency and improve e-government services. Jordan was among the first Middle Eastern countries to implement AI chatbots to offer various e-services to its citizens. While previous studies have examined the adoption of AI chatbots, they have not explored citizen adoption within the Jordanian context. This research investigates the key factors influencing citizen adoption of e-government chatbot services in Jordan by extending the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) theory with additional external variables. A longitudinal survey of 319 Jordanian citizens was conducted, with data collected at two different points using Structural equation modeling to test the hypotheses. Results demonstrate that attitude, performance expectancy, effort expectancy, social influence, hedonic motivation, facilitating conditions, self-efficacy, anthropomorphism, personal innovativeness, and trust - positively impacted Jordanian citizens' intentions to use e-government chatbot services, whilst anxiety had a negative effect. Behavioral intentions, facilitating conditions, synchronicity, active control, and ubiquitous connectivity, positively influenced usage behavior, which in turn significantly influenced satisfaction. Satisfaction also influenced citizens' future continuance usage intentions. This study offers valuable insights for enhancing e-government chatbot features to meet citizens' needs within a Middle Eastern context.
published_date 2026-01-01T05:33:23Z
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