Conclusion

View Sample PDF

Copyright: 2025
Pages: 6
Source title: Digital Government and Public Interaction: Platforms, Chatbots, and Public Satisfaction
Source Author(s)/Editor(s): Yuanyuan Guo (Tsinghua University, China)
DOI: 10.4018/979-8-3693-3665-6.ch011

Keywords: Information Science Reference / Knowledge Management and Library Science / Public and Sector Management / Public Relations

Purchase

View Conclusion on the publisher's website for pricing and purchasing information.

Abstract

Chapter 11 highlights the key findings of the study on public satisfaction with government chatbots, emphasizing the novel use of direct and mediation effects to assess how different variables influence public satisfaction with government chatbots in various scenarios. The research identifies behavioral quality, social support, and system perception as direct influencers of public satisfaction, with varying roles of public expectation in two contexts.The chapter offers policy recommendations such as establishing chatbot quality standards, creating user feedback systems, and integrating emotional intelligence in chatbots to improve user interactions. It also suggests enhancing social support networks to boost user satisfaction. Limitations of the study include reliance on self-reported data and its geographic focus, pointing to future research opportunities like expanding the study's scope and exploring additional influential factors to better understand public satisfaction dynamics with government chatbots.

The IRMA Community

Research IRM

Conclusion

Purchase

Abstract

Related Content

IRMA Sponsors