How Emotional Perception Moderates Public Expectation and Satisfaction With Seoul Government Chatbot

Abstract

This study examines how public expectations and emotional perception affect user satisfaction with Seoul Talk, a government chatbots launched by the Seoul Government as part of its digital public service strategy. Based on survey data from residents of Seoul who have interacted with the chatbots, the study employs grouped and quantile regression analyses to investigate differences across various social groups. The results show that higher public expectations lead to greater satisfaction, particularly when users perceive positive emotional responses from the chatbots. However, the influence of emotional perception varies among different occupational and gender groups, with some users showing less positive or even negative reactions. Furthermore, the positive effect of expectations and emotional perception on satisfaction is most evident among users with lower initial satisfaction levels. The findings suggest that tailoring chatbots interactions to better reflect citizens’ expectations and emotional needs can enhance public satisfaction and trust in digital government services.