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

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 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