From E-Government to AI E-Government: A Systematic Review of Citizen Attitudes

Abstract

Governments increasingly integrate artificial intelligence (AI) into digital public services, and understanding how citizens perceive and respond to these technologies has become essential. This systematic review analyzes 30 empirical studies published from early January 2019 to mid-April 2025, following PRISMA guidelines, to map the current landscape of citizen attitudes toward AI-enabled e-government services. Guided by four research questions, the study examines: (1) the forms of AI implementation most commonly investigated, (2) the attitudinal variables used to assess user perception, (3) key factors influencing attitudes, and (4) concerns and challenges reported by users. The findings reveal that chatbots dominate current implementations, with behavioral intentions and satisfaction serving as the main outcome measures. Perceived usefulness, ease of use, trust, and perceived risk emerge as recurring determinants of positive attitudes. However, widespread concerns related to privacy and interface usability highlight persistent barriers. Overall, the review underscores the need for transparent, citizen-centered AI design and ethical safeguards to enhance acceptance and trust. It concludes that future research should address understudied applications, include vulnerable populations, and explore perceptions across diverse public sector domains.