Harnessing the Potential of Artificial Intelligence to Foster Citizens’ Satisfaction: An empirical study on India

Sheshadri Chatterjee*, Sangeeta Khorana, Hatice Kizgin

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review

Abstract

Governments are increasingly employing artificial intelligence (AI) enabled services though this is still a relatively new concept that is in nascent stages of implementation. Despite growing emphasis by governments on employing AI-enabled services, many citizens are skeptical of their benefits; this makes an analysis of AI-enabled services an important area of research, especially from the perspective of citizens. This paper employs IT assimilation theory and public value theory to develop a theoretical model that examines whether the introduction of AI-enabled services would generate public value for citizens in India. The model employs the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique to examine how risk factors impact the uptake of AI-enabled services in India. Based on 315 interviews conducted in India, the study highlights that the breadth and depth assimilation of AI-enabled services positively impacts and enhances the satisfaction of citizens, which in turn generates public value.

Original languageEnglish
Article number101621
JournalGovernment information quarterly
Early online date4 Sep 2021
DOIs
Publication statusE-pub ahead of print/First online - 4 Sep 2021

Keywords

  • AI-enabled services
  • Artificial intelligence
  • Citizen satisfaction
  • India
  • Public services
  • Risk

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