{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,20]],"date-time":"2026-04-20T22:50:55Z","timestamp":1776725455589,"version":"3.51.2"},"reference-count":56,"publisher":"MDPI AG","issue":"2","license":[{"start":{"date-parts":[[2024,4,6]],"date-time":"2024-04-06T00:00:00Z","timestamp":1712361600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JTAER"],"abstract":"<jats:p>This study investigates the direct and indirect influences of behavioral quality, social support, perceived system, emotional perception, and public expectation on user favorability regarding government chatbots in both government service and policy consultation contexts. The findings reveal that while behavioral quality, social support, and perceived system directly affect user favorability in both scenarios, public expectation uniquely impacts user favorability in policy consultation settings, but not in government service scenarios. Furthermore, the analysis indicates that social support, emotional perception, and public expectation all indirectly influence user favorability through their mediating effect on behavioral quality in both contexts. Notably, the significant distinction between the two scenarios is the presence of an indirect impact of perceived system on user favorability within policy consultation scenarios, which is absent in government service scenarios. This study sheds light on the intricate interplay of factors shaping user favorability with government chatbots, and provides valuable insights for improving user experiences and user favorability in different governmental service contexts.<\/jats:p>","DOI":"10.3390\/jtaer19020043","type":"journal-article","created":{"date-parts":[[2024,4,9]],"date-time":"2024-04-09T04:37:27Z","timestamp":1712637447000},"page":"818-845","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":10,"title":["Factors Influencing User Favorability of Government Chatbots on Digital Government Interaction Platforms across Different Scenarios"],"prefix":"10.3390","volume":"19","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-3042-8417","authenticated-orcid":false,"given":"Yuanyuan","family":"Guo","sequence":"first","affiliation":[{"name":"Department of Public Policy & Management, Tsinghua University, Beijing 100084, China"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Peng","family":"Dong","sequence":"additional","affiliation":[{"name":"Department of Public Policy & Management, Tsinghua University, Beijing 100084, China"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"1968","published-online":{"date-parts":[[2024,4,6]]},"reference":[{"key":"ref_1","first-page":"67","article-title":"Exploration of library machine \u201cautomatic Q&A\u201d information service under AI technology","volume":"20","author":"Li","year":"2019","journal-title":"Inn. Mong. Sci. Technol. Econ."},{"key":"ref_2","unstructured":"Guo, L. (2023). Research on the application of intelligent Q&A systems in smart campus services. Light Ind. Sci. Technol., 89\u201394."},{"key":"ref_3","doi-asserted-by":"crossref","first-page":"101785","DOI":"10.1016\/j.giq.2022.101785","article-title":"Citizen favorability and government chatbot social characteristics: Evidence from a discrete choice experiment","volume":"40","author":"Ju","year":"2023","journal-title":"Gov. Inf. Q."},{"key":"ref_4","first-page":"106","article-title":"The Effect of Support Quality of Chatbot Services on User Satisfaction, Loyalty and Continued Use Intention: Focusing on the Moderating Effect of Social Presence","volume":"12","author":"Kim","year":"2022","journal-title":"J. Serv. Res. Stud."},{"key":"ref_5","first-page":"1","article-title":"Principles, Key Technologies and Emerging Trends of ChatGPT","volume":"1","author":"Qin","year":"2024","journal-title":"J. Xi\u2019an Jiaotong Univ."},{"key":"ref_6","first-page":"144","article-title":"Literature review of chatbot application in public sector management","volume":"39","author":"Yao","year":"2022","journal-title":"Doc. Inf. Knowl."},{"key":"ref_7","first-page":"167","article-title":"A Study on the Satisfaction and Dissatisfaction in AI Chatbot","volume":"17","author":"Yang","year":"2022","journal-title":"Asia-Pac. J. Bus. Ventur. Entrep."},{"key":"ref_8","first-page":"312","article-title":"Public Expectations and Government Service Satisfaction: A Full Mediation Analysis","volume":"47","author":"Johnson","year":"2018","journal-title":"Public Adm. J."},{"key":"ref_9","first-page":"215","article-title":"A Multi-Agent Associate System Guide for a Virtual Collaboration Center","volume":"Volume 30","author":"Landauer","year":"1998","journal-title":"Proceedings of the Virtual Worlds and Simulation ConferenceCVWSIM\u201998)"},{"key":"ref_10","doi-asserted-by":"crossref","first-page":"28663","DOI":"10.1007\/s12144-022-03932-z","article-title":"Effect of AI chatbot emotional disclosure on user satisfaction and reuse intention for mental health counseling: A serial mediation model","volume":"42","author":"Park","year":"2022","journal-title":"Curr. Psychol."},{"key":"ref_11","first-page":"416","article-title":"Birds of a feather flock together: Matched personality effects of product recommendation chatbots and users","volume":"17","author":"Jin","year":"2022","journal-title":"J. Res. Interact. Mark."},{"key":"ref_12","doi-asserted-by":"crossref","first-page":"107093","DOI":"10.1016\/j.chb.2021.107093","article-title":"User interactions with chatbot interfaces vs. Menu-based interfaces: An empirical study","volume":"128","author":"Nguyen","year":"2022","journal-title":"Comput. Hum. Behav."},{"key":"ref_13","doi-asserted-by":"crossref","first-page":"929","DOI":"10.1108\/LHT-08-2021-0274","article-title":"What drives continuance intention to use a food-ordering chatbot? An examination of trust and satisfaction","volume":"40","author":"Hsiao","year":"2022","journal-title":"Library Hi Tech"},{"key":"ref_14","unstructured":"Nguyen, Q.N., and Sidorova, A. (2018, January 16\u201318). Understanding user interactions with a chatbot: A Self-Determination Theory Approach. Proceedings of the SIGCHI Conference on Human-Computer Interaction (SIGHCI), New Orleans, LA, USA."},{"key":"ref_15","doi-asserted-by":"crossref","first-page":"252","DOI":"10.1108\/JPBM-05-2020-2907","article-title":"Customer-brand relationship in the era of artificial intelligence: Understanding the role of chatbot marketing efforts","volume":"31","author":"Cheng","year":"2022","journal-title":"J. Prod. Brand Manag."},{"key":"ref_16","doi-asserted-by":"crossref","unstructured":"Kuhail, M.A., Thomas, J., Alramlawi, S., Shah, S.J.H., and Thornquist, E. (2022). Interacting with a Chatbot-Based Advising System: Understanding the Effect of Chatbot Personality and User Gender on Behavior. Informatics, 9.","DOI":"10.3390\/informatics9040081"},{"key":"ref_17","doi-asserted-by":"crossref","first-page":"35","DOI":"10.17210\/jhsk.2019.02.14.1.35","article-title":"Effects of Interactivity and Usage Mode on User Experience in Chatbot Interface","volume":"14","author":"Baek","year":"2019","journal-title":"J. HCI Soc. Korea"},{"key":"ref_18","unstructured":"Mayo, F.D., Marchiori, M., and Filipe, J. (2021, January 26\u201328). Perception and Adoption of Customer Service Chatbots Among Millennials: An Empirical Validation in the Indian Context. Proceedings of the 17th International Conference on Web Information Systems and Technologies (WEBIST), Online."},{"key":"ref_19","first-page":"5","article-title":"Linking service quality, customer satisfaction, and behavioral intention","volume":"9","author":"Woodside","year":"1989","journal-title":"J. Health Care Mark."},{"key":"ref_20","unstructured":"Zhang, W.Q. (2022). Research on the Factors Influencing Enterprise Satisfaction in the Government Affairs Service Field of District F in Shanghai. [Master Thesis, East China University of Political Science and Law]."},{"key":"ref_21","doi-asserted-by":"crossref","first-page":"451","DOI":"10.1007\/s10869-009-9143-z","article-title":"Trait entitlement and perceived favorability of human resource management practices in the prediction of job satisfaction","volume":"25","author":"Byrne","year":"2010","journal-title":"J. Bus. Psychol."},{"key":"ref_22","first-page":"619","article-title":"A study on the effect of the brand renewal image on the favorability, customer satisfaction and customer loyalty: Focused on sidedish store","volume":"9","author":"Song","year":"2018","journal-title":"J. Humanit. Soc. Sci."},{"key":"ref_23","first-page":"171","article-title":"A Study on the Influence of Individual\u2019s Emotions on Policy and the Evaluation of the Government by Aided Recall:How Does Favorability and Satisfaction Affect","volume":"6","author":"Kim","year":"2019","journal-title":"Culture and Politics."},{"key":"ref_24","first-page":"139","article-title":"A study on the effect of SNS characteristics of restaurant franchise on the customer decision and redelivery intention","volume":"24","author":"Beom","year":"2019","journal-title":"J. Korea Soc. Comput. Inf."},{"key":"ref_25","first-page":"81","article-title":"The effect of consumer awareness of PB products on customer satisfaction, trust, and repurchase intention","volume":"36","author":"Sun","year":"2021","journal-title":"Int. J. Tour. Manag. Sci."},{"key":"ref_26","doi-asserted-by":"crossref","first-page":"875","DOI":"10.1111\/j.1540-5893.2005.00247.x","article-title":"Procedural justice and the assessment of civil justice in Japan","volume":"39","author":"Ohbuchi","year":"2005","journal-title":"Law Soc. Rev."},{"key":"ref_27","first-page":"33","article-title":"The effect of teacher efficacy and teacher satisfaction in elementary teachers according to leisure activity participation type","volume":"16","author":"Lim","year":"2012","journal-title":"Korean Soc. Study Phys. Educ."},{"key":"ref_28","doi-asserted-by":"crossref","first-page":"914528","DOI":"10.3389\/fpsyg.2022.914528","article-title":"Does user preference matter? A comparative study on influencing factors of user activity between government-provided and business-provided apps","volume":"13","author":"Guo","year":"2022","journal-title":"Front. Psychol."},{"key":"ref_29","doi-asserted-by":"crossref","first-page":"641","DOI":"10.1080\/13816810.2022.2109681","article-title":"Telemedicine-based approach to caring for patients with inherited retinal diseases: Patient satisfaction and diagnostic testing completion rates","volume":"43","author":"Rali","year":"2022","journal-title":"Ophthalmic Genet."},{"key":"ref_30","doi-asserted-by":"crossref","first-page":"97","DOI":"10.16938\/ijtfs.2017.12.2.097","article-title":"A study on the difference of festival selection attribute according to information channel in MICE festival participants: Focused on COEX C-Festival","volume":"12","author":"Park","year":"2017","journal-title":"Korea Trade Exhib. Rev."},{"key":"ref_31","doi-asserted-by":"crossref","first-page":"460","DOI":"10.1177\/002224378001700405","article-title":"A cognitive model of the antecedents and consequences of satisfaction decisions","volume":"17","author":"Oliver","year":"1980","journal-title":"J. Mark. Res."},{"key":"ref_32","doi-asserted-by":"crossref","first-page":"60","DOI":"10.1287\/isre.3.1.60","article-title":"Information systems success: The quest for the dependent variable","volume":"3","author":"DeLone","year":"1992","journal-title":"Inf. Syst. Res."},{"key":"ref_33","doi-asserted-by":"crossref","first-page":"319","DOI":"10.2307\/249008","article-title":"Perceived usefulness, perceived ease of use, and user acceptance of information technology","volume":"13","author":"Davis","year":"1989","journal-title":"MIS Q."},{"key":"ref_34","first-page":"12","article-title":"SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality","volume":"64","author":"Parasuraman","year":"1988","journal-title":"J. Retail."},{"key":"ref_35","doi-asserted-by":"crossref","first-page":"362","DOI":"10.1177\/009207002236911","article-title":"Service quality delivery through websites: A critical review of extant knowledge","volume":"30","author":"Zeithaml","year":"2002","journal-title":"J. Acad. Mark. Sci."},{"key":"ref_36","doi-asserted-by":"crossref","first-page":"273","DOI":"10.1111\/j.1540-5915.2008.00192.x","article-title":"Technology acceptance model 3 and a research agenda on interventions","volume":"39","author":"Venkatesh","year":"2008","journal-title":"Decis. Sci."},{"key":"ref_37","unstructured":"Norman, D.A. (2004). Emotional Design: Why We Love (or Hate) Everyday Things, Basic Civitas Books."},{"key":"ref_38","first-page":"57","article-title":"Framework of product experience","volume":"1","author":"Desmet","year":"2007","journal-title":"Int. J. Des."},{"key":"ref_39","doi-asserted-by":"crossref","first-page":"529","DOI":"10.1177\/009365087014005005","article-title":"A social information processing model of media use in organizations","volume":"14","author":"Fulk","year":"1987","journal-title":"Commun. Res."},{"key":"ref_40","doi-asserted-by":"crossref","first-page":"319","DOI":"10.1207\/s15327051hci1904_2","article-title":"The interplay of beauty, goodness, and usability in interactive products","volume":"19","author":"Hassenzahl","year":"2004","journal-title":"Hum. Comput. Interact."},{"key":"ref_41","doi-asserted-by":"crossref","unstructured":"Nielsen, J. (1993). Usability Engineering, Academic Press.","DOI":"10.1016\/B978-0-08-052029-2.50007-3"},{"key":"ref_42","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/S0953-5438(97)00037-4","article-title":"Designing towards emotional usability in customer interfaces\u2014Trustworthiness of cyber-banking system interfaces","volume":"10","author":"Kim","year":"1998","journal-title":"Interact. Comput."},{"key":"ref_43","doi-asserted-by":"crossref","first-page":"425","DOI":"10.2307\/30036540","article-title":"User acceptance of information technology: Toward a unified view","volume":"27","author":"Venkatesh","year":"2003","journal-title":"MIS Q."},{"key":"ref_44","doi-asserted-by":"crossref","first-page":"695","DOI":"10.2307\/25148660","article-title":"User acceptance of hedonic information systems","volume":"28","year":"2004","journal-title":"MIS Q."},{"key":"ref_45","unstructured":"Bickmore, T., and Cassell, J. (May, January 31). Relational Agents: A Model and Implementation of Building User Trust. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, Seattle, WA, USA."},{"key":"ref_46","doi-asserted-by":"crossref","first-page":"81","DOI":"10.1111\/0022-4537.00153","article-title":"Machines and mindlessness: Social responses to computers","volume":"56","author":"Nass","year":"2000","journal-title":"J. Soc. Issues"},{"key":"ref_47","doi-asserted-by":"crossref","unstructured":"Lee, K.M., and Nass, C. (2003, January 5\u201310). Designing Social Presence of Social Actors in Human Computer Interaction. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, Fort Lauderdale, FL, USA.","DOI":"10.1145\/642611.642662"},{"key":"ref_48","doi-asserted-by":"crossref","first-page":"117","DOI":"10.1080\/07421222.2003.11045840","article-title":"A multidimensional commitment model of volitional systems adoption and usage behavior","volume":"22","author":"Malhotra","year":"2005","journal-title":"J. Manag. Inf. Syst."},{"key":"ref_49","doi-asserted-by":"crossref","first-page":"122","DOI":"10.1037\/0003-066X.37.2.122","article-title":"Self-efficacy mechanism in human agency","volume":"37","author":"Bandura","year":"1982","journal-title":"Am. Psychol."},{"key":"ref_50","doi-asserted-by":"crossref","first-page":"189","DOI":"10.2307\/249688","article-title":"Computer self-efficacy: Development of a measure and initial test","volume":"19","author":"Compeau","year":"1995","journal-title":"MIS Q."},{"key":"ref_51","unstructured":"Qu, S. (2021). A Study on the Impact of Knowledge Search on the Innovation Performance of Small and Medium-Sized Enterprises. [Ph.D. Thesis, Jiangsu University]."},{"key":"ref_52","first-page":"349","article-title":"New strategies for pretesting survey questions","volume":"7","author":"Oksenberg","year":"1991","journal-title":"J. Off. Stat."},{"key":"ref_53","first-page":"189","article-title":"Perceived System and Policy Consultation Satisfaction: The Mediating Role of Behavioral Quality","volume":"35","author":"Smith","year":"2019","journal-title":"Public Policy Stud."},{"key":"ref_54","first-page":"125","article-title":"Emotional Perception and its Influence on Government Service Satisfaction","volume":"22","author":"Thompson","year":"2017","journal-title":"J. Public Serv. Psychol."},{"key":"ref_55","first-page":"611","article-title":"Emotional Perception and Policy Consultation Satisfaction: An Empirical Investigation","volume":"40","author":"Wong","year":"2020","journal-title":"Public Engagem. Particip. Stud."},{"key":"ref_56","first-page":"89","article-title":"Perceived System and its Direct Impact on Government Service Satisfaction","volume":"46","author":"Jackson","year":"2018","journal-title":"Public Adm. J."}],"container-title":["Journal of Theoretical and Applied Electronic Commerce Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.mdpi.com\/0718-1876\/19\/2\/43\/pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,10,10]],"date-time":"2025-10-10T14:24:11Z","timestamp":1760106251000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.mdpi.com\/0718-1876\/19\/2\/43"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2024,4,6]]},"references-count":56,"journal-issue":{"issue":"2","published-online":{"date-parts":[[2024,6]]}},"alternative-id":["jtaer19020043"],"URL":"https:\/\/doi.org\/10.3390\/jtaer19020043","relation":{},"ISSN":["0718-1876"],"issn-type":[{"value":"0718-1876","type":"electronic"}],"subject":[],"published":{"date-parts":[[2024,4,6]]}}}