Understanding the Determinants of Using Government AI-Chatbots by Citizens in Saudi Arabia

Abstract

This research empirically examines citizensricalltion of and satisfaction (SAT) with government artificial intelligence (AI) Chatbots in Saudi Arabia. Using the unified theory of acceptance and use of technology (UTAUT) as a theoretical model, this study collected data from a survey of 490 Saudi Arabian citizens. The proposed model and hypotheses were examined using structural equation modelling (SEM). Attitude had the strongest effect on the behavioural intention (BI) to use government AI-Chatbots. Performance expectancy (PE) was found to have a significant effect on attitude towards government AI-Chatbots acceptance. Furthermore, effort expectancy (EE) significantly influenced PE regarding the adoption of government AI-Chatbots. The study results indicate an essential association between BI, use behaviour (UB), and SAT. However, social influence (SI) and facilitating conditions (FC) were not significant predictors of government AI-Chatbots adoption in Saudi Arabia. This study therefore enriches the literature on citizenscitizensce. FurtheSAT with government AI-Chatbots.