How Does User Experience Affect User Stickiness: A Study of Governmental Chatbots Across Different Knowledge-Based User Groups

Abstract

This study investigates the impact of user experience on user stickiness in governmental chatbots, employing a segmented, scenario-based approach to assess variations across different user groups and technology levels. By analyzing data from groups with either practical or policy-oriented knowledge, the study explores how the integration of basic and advanced artificial intelligence technologies influences the retention of users interacting with governmental digital services. The core findings reveal that user experience significantly enhances user stickiness across all scenarios and user types, independent of the users' level of online institutionalized political participation. This study indicates that the effectiveness of user experience strategies in governmental chatbots is largely autonomous from the users' political engagement, suggesting that the intrinsic quality of the user interface is a more critical factor in promoting user retention than previously understood.