Exploring the role of chatbots in enhancing citizen E-participation in governance: scenario-based experiments in China

Abstract

With rapid advancements in artificial intelligence technology, chatbots are increasingly being used by governments to enhance their digital interactions with citizens. However, the ways in which chatbots affect citizen e-participation—especially compared to traditional digital channels—remain insufficiently studied. On the basis of Media Richness Theory, this study establishes a continuous multiple mediation model to investigate how the interaction type (form-based vs. chatbot) influences citizens’ e-participation intentions. Two online scenario experiments were conducted in China to explore these relationships. The results demonstrate that compared with traditional form-based interfaces, the introduction of chatbots amplifies media richness, thereby significantly enhancing citizens’ sense of political efficacy and overall participation. Notably, the positive impact of media richness predominantly applies to promotive voice contexts. The insights provided herein highlight the pivotal role of chatbots in promoting citizen e-participation and offer guidance for the design of public policy and e-governance tools.