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© 2023 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.

Abstract

Artificial Intelligence has emerged as a transformative force in public service delivery, promising improved efficiency and responsiveness to citizens’ needs, so it is essential to understand the functional factors that influence citizens’ adoption and intention to continue using such services. Drawing on the technology acceptance model, this study investigates the influence of six functional factors, namely, usefulness, ease of use, service reliability, service quality, responsiveness, and security, on the continued use of AI-enabled public services through the mediating effect of user satisfaction. Data were collected from an online survey of AI-enabled public services in Korea during the summer of 2021, and causal mediation analysis was conducted to examine these relationships. The results indicate that usefulness, service reliability, and security significantly influenced users’ intent to continue using AI-based services. Furthermore, causal mediation analysis confirmed that the five components of AI public services—usefulness, service reliability, service quality, responsiveness, and security—had significant effects on the continued use of AI-enabled service platforms, with user satisfaction playing a mediating role in the relationships. The main functional factors can lead to higher levels of satisfaction, and this ultimately drives the sustained adoption and continued use of AI-enabled public services by citizens.

Details

Title
Living Labs for AI-Enabled Public Services: Functional Determinants, User Satisfaction, and Continued Use
Author
Kim, Younhee 1   VIAFID ORCID Logo  ; Seunghwan Myeong 2   VIAFID ORCID Logo  ; Ahn, Michael J 3 

 School of Public Affairs, Pennsylvania State University Harrisburg, Middletown, PA 17057, USA; ykim@psu.edu 
 Department of Public Administration, Inha University, Incheon 22212, Republic of Korea 
 Department of Public Policy and Public Affairs, University of Massachusetts Boston, Boston, MA 02125, USA; michael.ahn@umb.edu 
First page
8672
Publication year
2023
Publication date
2023
Publisher
MDPI AG
e-ISSN
20711050
Source type
Scholarly Journal
Language of publication
English
ProQuest document ID
2824062752
Copyright
© 2023 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.