Grouping Regression Analysis

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Copyright: 2025
Pages: 40
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.ch010

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

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Abstract

This chapter presents an analysis of gender differences in predictors of public satisfaction with government chatbots across government service and policy consultation scenarios. Behavioral quality significantly impacts satisfaction for both genders, especially in policy consultations, highlighting the importance of responsive interactions. Social support is a critical predictor for females, suggesting their reliance on social networks for information and validation, particularly in policy contexts. Emotional perception does not significantly influence satisfaction for either gender, challenging assumptions about emotional intelligence in chatbot interactions. Perceived system quality is crucial for female satisfaction in policy consultations, emphasizing the need for reliable and efficient chatbot systems. These findings enhance understanding of gender-specific needs in chatbot design and user satisfaction.

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