Chatbots and Citizen Satisfaction: Examining the Role of Trust in AI-Chatbots as a Moderating Variable

Abstract

This study seeks to investigate the effect of deploying artificial intelligence (AI)-chatbots on citizen satisfaction within the public sector in Morocco, with a particular emphasis on the moderating variable of trust in AI-chatbots. Through an exploration of this correlation, the study aims to comprehend the way in which the incorporation of AI-chatbots into public services affects the perceptions and levels of satisfaction of citizens, with a great interest in how trust in these technologies could either amplify or lessen the impact of these technologies. The research sheds light on the current landscape of these technologies using a survey that was issued to citizens. The survey reveals that even if chatbots are still in their earliest phases of adoption, they are already meeting citizen expectations.