Investigating Factors Influencing Chatbot Adoption for Enhancing Government Services: An Empirical Study

Abstract

The rise of AI technologies, particularly chatbots, has revolutionized user interactions across sectors. Despite their widespread use in industries like e-commerce and healthcare, chatbot adoption in government services is limited in developing countries such as Bangladesh. This study explores determining factors in citizens’ chatbot adoption for digital government services using Information Systems Success Model (ISSM) and additional constructs like trust, personalization, and attitude. Data from 300 Bangladeshi citizens were analyzed using Structural Equation Modeling (SEM), and the results highlighted that information quality, system quality, and service quality significantly influenced user intention to adopt chatbots in e-government services. Trust and personalization enhanced user attitudes, which in turn positively influenced intention. The findings emphasize the importance of high-quality systems, personalization, and trust in increasing user satisfaction with government chatbots. These insights are valuable for policymakers, service providers, and system developers seeking to improve digital public services in Bangladesh and similar contexts.